Alfresco Debuts Claims Content Management as a Service Solution

Insurers using the solution can now create a fully digital claim file that improves the efficiency of front-line, claims employees by increasing the speed of claims handling and decision-making, as well as the ability to create tailored customer experiences.

(Image source: Alfresco promotional video.)

Alfresco Software, a Boston-based open source, content services provider, has announced the availability of Alfresco Claims Management as a Service offering, which the vendor says enables insurance companies to access content faster and modernize their claims processes. Insurers using the solution can now create a fully digital claim file that improves the efficiency of front-line, claims employees by increasing the speed of claims handling and decision-making, as well as the ability to create tailored customer experiences, according to a vendor statement.

Alan Pelz-Sharpe, Founder, Deep Analysis.

“With modernization and cloud requirements driven by significantly more digitally borne content like video, as well as the remote worker requirements required by the COVID-19 pandemic, businesses need to focus on keeping their employees and related third parties efficient and secure regardless of where they access content,” comments Alan Pelz-Sharpe, Founder of Nashua, N.H.-based advisory firm Deep Analysis. “As clients consider a move away from legacy, on-premises solutions, there is a need for a solution that can enable remote, secure and efficient claims management in the cloud.”

The vendor reports that having been successfully deployed on-premises for multiple large home and auto, health, workers compensation and other claims processes, the claims solution is now available as a cloud-based, fully managed and hosted service that uses the core content services of Alfresco’s Digital Business Platform. Clients can utilize the claims management solution “as-a-service” immediately with minimal configuration and effort for faster time-to-value operations without the cost and complexity of deploying, managing, and updating the platform themselves, the vendor statement says.

Migration, Software, Resources and Content Interface

WPS Health Solutions, a not-for-profit health insurer based in Madison, Wisc., sought to cost effectively modernize its existing legacy claims content management system, according to Darla Hale, VP, IT Applications at WPS. “Alfresco was able to bring both the migration experience, software and resources as well as an easy out-of-the-box claims content interface to move our users and 4 billion documents to a much more modern and efficient claim viewing experience,” she says.

Darla Hale, VP, IT Applications, WPS Health Solutions.

Alfresco says its claims solution helps insurers digitize the entire claims handling process and retire legacy, less feature- rich viewers. Key capabilities include the centralization of all workflows, insurer details, and supporting multimedia documentation (including video, audio, PDF and office documents) into a single, digital, claim file view, according to the vendor statement. This single, centralized “source of truth” improves the accuracy of claims operations, increases customer retention, and reduces storage and manual handling costs, the statement says.

The claims solution includes high-speed viewing, annotation and redaction functionality as well as side-by-side viewing of documents in a single view. Other features include predefined stamps (approved, rejected, or user- defined…), document manipulation tools (delete, rotate, re-order), geometric annotation tools (arrows, free text, and rectangles), and “sticky notes.”

Ben Allen, Director, Insurance Practice, Alfresco.

“With an increased availability of digitally born content including video—dash cams, drones, security video—clients are struggling with modernizing both their legacy systems and their increasingly remote claims processers with efficient access to all the content in a claim,” comments Ben Allen, Director of Alfresco’s Insurance Practice. “Our Claims Content Management solution provides a modern interface along with industry leading performance and powerful configuration capabilities that enables our clients to create configurable, tailored customer experiences without the need for coding—all of which means faster user adoption, quicker time to implementation, and improved workforce efficiencies.”

Connects to Claims and CRM Systems

The Alfresco Cloud, hosted in Amazon Web Services, provides a high-availability architecture that is fully redundant and includes state-of-the-art security features, according to the vendor. It provides all the capabilities of the Alfresco Digital Business Platform via the Cloud, provides customers access to the latest innovations, and always offers the latest version of the platform comprising all updates, patches and third-party services, the vendor says. It also connects and augments with claims systems (e.g., Guidewire Software, Duck Creek Technologies and others), and CRM systems (e.g., Salesforce) and facilitates faster and easier ways to share information between claims adjusters and external third parties.

Digital Claims Automation for Customer Satisfaction, Increased Efficiency, and Fraud Prevention

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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