Skyline is a set of tools that RDT uses to create bespoke, web-based platforms for the fastest and most accurate capture of first notification of loss data. It’s all about visibility, speed and clarity – and great customer service.
Skyline allows us to rapidly build and deploy applications that need data to be entered into a dynamic, form-based journey. Applications built using Skyline can be created and maintained at a much lower cost than a hard coded web journey. The enhancements it brings to the way users gather and record information from clients accelerates everything – calls will be shorter, so your staff will be able to handle more of them.
Skyline enables insurers to tailor the customer journey exactly as they want it, whenever they want. It gives them the control and flexibility to ensure that the right information is being recorded at the right moment, and that claims are handled as effectively as possible from the outset.
We’ve developed Skyline by talking to insurers about what would make their lives easier, keep their customers happy and save them money.
Virtually everything in a Skyline platform is database-driven, dynamic web page content. Any data capture performed in steps can be done faster, while unusual responses can be set to trigger additional questions.
- Design journey steps, consisting of one or more groups of data capture
- Control validation rules
- Re-direct the question path in real time, depending on responses
Script and help text are properties of a field in the metadata, allowing you to amend the text easily if you want to word a question differently. You may want to do this if research shows that asking a question in a certain way improves the quality and relevance of claimant responses.
- Hide/When rules: control of the rules that govern when a group of data captured should be displayed
- Validation rules: can be easily changed through configuration
- Dynamic script and help text: data from prior answers in the data capture can be included in the scripted text for a more personalised service
- Dynamic journey flow: the sequence and flow of data capture pages within the FNOL journey can easily be configured and re-configured
This feature summarises key answers given during the interaction with the customer. Users are able to cross-reference responses with answers given earlier to ensure consistency in overall response; this helps to minimise the risk of fraud. The summary and navigation panel is very easy to configure and combines static text and data captured in the journey.
For FNOL, the policy search screen at the beginning of the journey allows users to identify and associate the relevant policy with the claim, saving time in capturing the information needed and delivering an informed and efficient service to the customer:
- Data from the policy can be pre-loaded into data capture items for re-confirmation as part of claim validation – all configurable, using the Landscape data model
- Overtype defaults if necessary, recording differences in risk data notified during the FNOL call
- Policy version and FNOL version of data both saved together back to Landscape, where “before” and “after” differences will be highlighted in the transcript, and graphical workflow rules can be used to generate tasks for other departments to follow up. For example, if the claimant provides different driver convictions at point of claim to those recorded on their policy record, the underwriting department can be tasked (via workflow) to follow up with the broker and resolve discrepancies
- Integration to Landscape (or other claims platforms) via web services
- Claim handling commences as soon as the claims FNOL call is completed
- Workflows can be immediately triggered to specialist claims validation teams if a claimant’s answers give rise to concern over potential fraud
- Urgent support for claimants can be actioned via workflows to teams organising hire cars, repairs and other similar remedial actions via third parties
Skyline products offer complete flexibility in data collection. RDT can make required changes fast and at a much lower cost than if maintaining a hard coded web journey. At the same time, huge enhancements to the way in which staff and call centres gather and record data from clients will speed up the process. Calls will be shorter, meaning that staff can handle more of them.
Customers may be under stress when they call to make a first notification of loss. They could even be in a risky situation, such as the scene of a road traffic collision. You will be serving them better by minimising the amount of time they have to spend on the phone.
Asking the right questions helps to keep calls short. Irrelevant questions from generic scripts that don’t take caller responses into account waste time, add to stress levels and do nothing to build a favourable perception of your business. Skyline ensures you have the best possible scripts for data gathering journeys – and better customer service.
Customers need a fast response when they seek insurer assistance. Skyline allows insurers to trigger the action of suppliers and service partners as soon as possible after a claim is logged. Whether you’re arranging a hire car, emergency accommodation or the rapid response of a tradesman, a Skyline product will accelerate your ability to help customers. The benefit of this is huge – as well as improving the customer experience, it keeps you in control of who provides third party support and, as a result, your outgoings.
Swift action must be taken when a fraudulent claim is identified. Insurers need to close such claims within a few days without making a payout, ideally after the claimant has withdrawn their claim. Guidelines for FNOL best practice – the wording and order of questions asked – is constantly improving. Using the latest best practice methods means capturing the right data at FNOL and passing it quickly to back office claims systems. It is critical that FNOL data is captured in a format compatible with those systems; a Skyline platform can be configured and reconfigured rapidly and cost-effectively.