Trekking with confidence

Charlie paused for a second as he stepped outside his apartment in Richmond, the same thought that stops us all as we leave home for an extended period of time, “have I got everything, phone, passport, wallet, tickets ….. did I switch off the stove?”. Once convinced, Charlie headed of on his South American adventure, not realising that 12 days later he would be back in Melbourne with his leg in a cast at the Alfred Hospital. The pain of breaking his fibula when he hopped off the moving truck in Salta still a fresh memory, the panic of how he and is belongings are getting home even more so. The importance of travel insurance (reassurance a better description), and the way the insurer handles the claim and customer interaction can leave a life long impression. Charlie will remain a life long supporter of his insurer Cover-More, not simply because they looked after the financial aspects of his ordeal, but because of the personal attention to detail of his specific circumstances.

Travelling is supposed to be fun. However, accidents happen. And when they do, they can ruin both your trip, and your finances. Cover-More has been caring for the health, safety and wellbeing of global travellers since 1986. Travel insurance and emergency assistance is their speciality and sole focus. Helping travellers in their time of need through expert repatriation and aeromedical provision, as well as providing peace of mind and reassurance for even the most basic travel hiccup is what they do, every day.

The staggering numbers speak for themselves as more than 9 million customers signed up for travel insurance in 2018, the company handled more than 500,000 assistance calls and managed evacuations for about 1000 travellers.
Cover-More has a strong focus on customer service and support to customers around the world and they pride themselves of this service.

Going digital

Before shifting to e5 Workflow, the claims team at Cover-More was using paper based claim files where all documentation related to a claim was centralised into a single paper folder. One major issue with this system was the necessity of having to attach hard copies of all client correspondence (emails {both in and outbound} and additional information received) to the paper file.
In addition, all claims related notes entered into the core claims system had to be ‘repeat’ hand written into the claim file. Payment signatories and audits were all done by combing through a physical file.

We spoke with Graeme Stemmett, Technical Operations Manager Australia & Asia at Cover-More to gain more knowledge about the initial issues faced by the company. He said,

“Previous processes were out-dated and inefficient. There were also cost factors such as printing and off-site storage expenses. On top of that there was also a large environmental cost of using so much paper. When dealing with thousands of claim files, it was a problem trying to correctly track and locate files. We were unable to maintain a consistent order of receipt of documentation if it was not chronologically sorted in the paper files and different assessment styles would often result in documents being placed back into the file in different order”.

The Cover-More team tried to manage the situation by tweaking the filing and tracking system, but it was never a permanent solution given the large volumes of claims being worked on and stored in the office. Storing all the vital information on paper for internal and external auditing was a huge task and the risk involved had to be dealt with – then e5 team stepped in.

Benefits of digital workflow

  • Effectiveness: No more duplication of work which leads to a faster claims turn around. Claims are delivered to the right team member, at the right time.
  • Cost reduction: Reduction in printing, storage and document retrieval costs
  • Efficiency: The process flows introduced a ‘forced’ consistency in claims assessment, benefiting the business and customers. Case officers as well as other claims support staff, could more easily navigate to and chronologically through the claim
  • Accessibility of ALL information: A call centre agent can now see all information (including notes) on a claim now that it’s in e5, as opposed to no information when the claim was paper based which lead to better customer service
  • Security: Better business continuity in the event of a disaster where our claims data isn’t at risk of physically perishing (all e5 data backed up to an external site). Impossible for a file to be misplaced
  • Centralisation: all documents related to a claim could now be found in one place. In addition, the history and vital notes are also centralised and always legible
  • Flexibility: Cover-More can access claims from any geographical location, which allows staff the flexibility of working remotely, plus the option of us using other regions to assist.

The Goal

Customer peace of mind through rapid and accurate claims resolution at reduced costs. 

The Results

Cover-More now processes claims faster, at a reduced cost and with greater data security.