How eSignatures Can Help Improve Insurance Claims Processing

eSignatures to Improve Efficiencies and the Customer Experience

From the first notification of loss through to settlement, the experience provided by a third party administrator (TPA) to the claimant needs to be fast, efficient, and reflect positively on the insurer they are representing. Technology and automation are playing an important part in helping streamline processes and boost efficiency. However, one area that still impedes the claim process is the physical signing of documents.

Everything from claims notification forms to medical disclosure forms needs a signature from the claimant. Printing the forms, posting them out, and waiting for them to be signed and returned takes time. One of Legalesign's TPA customers commented that it took roughly a week to get signed forms returned. Even then the additional data on the form still needs to be manually entered into the database. This paper-based process is not just costly in terms of time and resources, but it also negatively impacts on the customer experience.

With tight margins on claims processing, especially when processing claims via the Official Injury Claims portal, the more a TPA can automate, the smoother and more efficient the process will become. And this is where electronic signatures come in. Legally binding electronic signatures can be used to get forms, documents, and agreements signed fast.

Integrating eSignatures with a TPA

Our client wanted to speed up the signing process without breaking their workflows or adding additional software for the team to learn. They chose to use the Legalesign eSignature API (Application Programming Interface) to integrate eSigning directly into the heart of their business.

They were using a third-party case management software to track and process claims. All actions had to be completed using this software.

Agents would often receive a First Notice of Loss (FNOL) via telephone. At this stage, they would enter details of the claim into the system. Instead of sending out a hard copy for the claim form to be signed, the agent triggers the sending of an email to the claimant. This email would contain a one-time link to the pre-filled claim form. After checking everything was correct and adding any additional details, the claimant signs the form using an eSignature.

Via the API, the client’s case management software receives notification that the form has been signed and is passed any additional details so that records can be automatically updated.

Since implementing eSignature document turnaround time has decreased to 24 hours, data entry is automated and hard copies do not need to be filed. Using eSignatures has enabled the client to increase the number of claims they deal with and increase the speed at which a claim is settled. They can now do more, for reduced costs while providing a superior service to the customer.

How You Can Benefit from eSignatures

Your application and use case might be different from the client mentioned above, but with the flexibility of the Legalesign eSignature API, the integration can be adapted and scaled up or down to match your workflows, your systems, and your clients, and help you quickly and efficiently settle claims.

Legalesign’s Electronic Signature API gives you:

•Faster claims processing – No more waiting for the post.

•Increased accuracy – Data entry errors are removed.

•Increased efficiencies – Cost and resource savings across the workflows.

•Improved customer experience – Customers get a settlement faster, improving your reputation.

If getting a document signed is integral to your business, book a demo with Legalesign.