Bridging the Gap: Empowering Transformation by Resolving Challenges with Proactive Solutions
By Rebecca Side
Effective communication is vital in the insurance claims process, where claims professionals and lawyers work closely to navigate complex legal matters and achieve successful claim resolutions. To gain insights into the prevailing communication challenges and potential solutions, Michelle Anderson of Fell Consulting conducted a survey across both claims professionals and lawyers.
In this blog, we will discuss the results of this survey and explore how ClaimDeck, a powerful collaborative platform, can help address the identified communication failures. By leveraging the capabilities of ClaimDeck, claims professionals and lawyers can enhance communication, streamline processes, and foster productive collaboration, ultimately leading to more efficient and successful claims outcomes.
Claims Handlers' Perspective:
Fee Padding: Claims handlers express concerns about fee padding, where unnecessary long reports, market calls, and updates give the impression of inflated fees.
Long Reports Not Wanted: Claims handlers prefer concise reports, but lawyers argue that shorter reports offer less protection and cover limited information.
Poor Response Times: Claims handlers highlight poor response times as a communication failure, which can lead to delays and frustration.
Clarification of Instructions: Claims handlers request lawyers to clarify their understanding of instructions given, as initial instructions can often be unclear and vague.
Awareness of Budget: Claims handlers stress the importance of lawyers being aware of the budget and cost constraints, as clients want extensive work but may not be willing to pay for it.
Lawyers' Perspective:
Cutting Fees for No Reason: Lawyers express frustration with claims handlers cutting fees without valid reasons, which undermines trust and can negatively impact the working relationship.
Short Reports Offer Limited Protection: Lawyers argue that shorter reports, preferred by claims handlers, may provide less comprehensive coverage and protection in complex claims.
Poor Response Times: Lawyers also acknowledge the issue of poor response times, indicating a mutual concern about timely communication.
Unclear Initial Instructions: Lawyers point out that initial instructions from claims handlers can often be vague or lacking clarity, making it challenging to provide precise advice.
Commercial Considerations: Lawyers expect claims handlers to communicate the commercial considerations of the client more explicitly, particularly when seeking a commercial exit strategy.
ClaimDeck: Bridging the Communication Gap in Insurance Claims
These top communication failures highlighted by both claims handlers and lawyers shed light on the challenges and misalignments that can arise in their working relationship. Addressing these communication gaps, such as addressing fee concerns, clarifying instructions, and promoting timely responses, can lead to improved collaboration and better outcomes for all parties involved in insurance claims.
In the context of the communication failures between claims professionals and lawyers, ClaimDeck can serve as a powerful tool to address these challenges and foster effective collaboration. Here's how ClaimDeck can help:
Streamlined Communication: ClaimDeck provides a centralized platform for claims professionals and lawyers to communicate and share information seamlessly. This eliminates the need for lengthy and fragmented email exchanges, reducing miscommunication and ensuring all relevant parties have access to critical updates and instructions.
Clear Instruction Management: With ClaimDeck, claims professionals can provide clear and detailed instructions to lawyers, minimizing ambiguity and enhancing understanding from the outset. Lawyers can access these instructions, seek clarification if needed, and respond promptly, reducing the likelihood of misunderstandings and delays.
Transparent Billing: ClaimDeck offers robust features for transparent budgeting management. It allows claims professionals to track budgets against tasks and strategy. Similarly, lawyers can provide detailed breakdowns of their budgets with associated tasks before they happen, fostering trust and addressing concerns about fee padding on tasks.
Efficient Document Sharing: ClaimDeck simplifies document sharing by providing a secure and organized repository for all relevant case files, reports, and evidence. Claims professionals can upload necessary documents, and lawyers can access them in real-time, eliminating duplication and ensuring a streamlined exchange of information.
Task and Deadline Management: ClaimDeck enables effective task and deadline management, ensuring that both claims professionals and lawyers are aware of important milestones and stay on track. Notifications and reminders help maintain timely responses, reducing frustration due to poor response times and missed deadlines.
Collaboration and Analytics: ClaimDeck facilitates collaboration between claims professionals and lawyers, allowing them to work together more efficiently on case strategies, exit plans, and settlement negotiations. The platform also provides analytics and reporting capabilities, enabling data-driven insights into case performance and facilitating more informed decision-making.
Successful Resolutions
By leveraging the capabilities of ClaimDeck, claims professionals and lawyers can bridge the communication gap, improve efficiency, and enhance collaboration. With streamlined communication, transparent billing, clear instruction management, and efficient document sharing, ClaimDeck empowers both parties to address the identified communication failures and work together more effectively toward successful insurance claim resolutions.
ClaimDeck’s user-friendly interface drives successful and speedy claims resolutions
ClaimDeck™ eliminates claims litigation leakage for carriers while driving process into the law firm, modernizing the litigation process.
Contact Rebecca at rebecca@claim-deck.com.
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