Claims Status Check
Healthcare
Overview
Deflect 40-50% of inbound calls to digital self-service for checking healthcare claims status. Insurers commonly trigger this experience through their IVR systems (e.g., Genesys) and integrate this with their claims management system. This can also be embedded into an existing mobile app.
One of the largest mutual life insurance providers in the world (Fortune 500) reduced call hold times from 1 hour to 2.5 minutes by automating claim status checks.
In this experience, look for:
- Customer or claims number lookup to check status
- Opt in to SMS messaging to confirm submission, provide status updates, and more
- Claims status tracker
- Self-service appointment scheduling with member services
- Ability to download calendar invite for scheduled appointment
How it works
Integrate with IVR systems
Integrate with EMR systems
Integrate with claims management system
Digitally capture information
Self-service status tracker
View claim details
Self-service scheduling with member services
Send real-time updates back to systems
SMS confirmation
Featured resources
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Case Studies
MetLife and Airkit: Enhancing the Customer Experience through Digital Implementation
How Airkit enabled the insurer to iterate on its experience based on customer feedback quickly and efficiently.