A multi-line insurance company had knowledge management and training issues with their claims’ operations. The claims adjuster needed a reliable place for reference at every step of the claims process. They envisioned a solution that enabled easy and efficient access to their knowledge base.
The company followed a traditional model of claims adjustments. It involved preparing the claims’ team through a training process that lasted months. The processes were dependent on the experience and skills of the claims’ adjusters and their supervisors. And, when losing a skilled adjuster or on the event of catastrophe claims, it was a massive challenge for the claims team to avail credible capacity to process the claims.
