Insurance Claims reporting

Insurance companies process many claims for service and repair of automobiles that have been involved in accidents. Many times, the customer needs information on the closest “authorized” insurance adjuster location or auto repair shop. In addition, claims must be reported within a certain period of time, which is difficult on occasion due to the fact that some accidents occur after hours, when claims agents are not taking calls. Due to the fact that many calls are processed at claims centers, some callers are forced to either wait on hold or hang up and call back at a later time. This causes a level of frustration that can be unnerving, especially just following an accident.

A call processing system can augment the efforts of live claims agents by providing automated access to claims processing procedures and helpful information. Firstly, a system of this type can prompt the caller for the vehicle identification number, policy number, and time and date of the accident. Further instructions may prompt the policy holder to input the zip code of the area where the accident occurred in order to determine the closet repair shop. The repair shop location can then be spoken out to the caller by the call processing system. More sophisticated applications may prompt the caller to leave a detailed message about the nature of the accident, and even route the caller automatically to a repair shop or gas station to have the car towed.

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