Ushur, a leader in AI-powered Customer Experience Automation (CXA), has announced the launch of its new end-to-end solution designed specifically for insurance carriers offering group and worksite benefits.
This innovative solution aims to streamline communications and information sharing throughout the Short-Term Disability (STD) absence journey.
The primary motivation for developing this product stems from the high denial rates associated with short-term disability applications.
“Approximately 40% of short-term disability applications are denied, often because the application was not in good order (NIGO). Missing information that is not acquired during the intake process is one of the main culprits for causing costly manual follow-ups, which can result in delays and dissatisfaction,” said Yvonne Daugherty, Global Head of Industries at Ushur. This highlights the urgent need for a more efficient process to reduce application denials and enhance the overall claimant experience.
Ushur’s expertise lies in AI-powered CXA, which transforms how businesses engage with customers by utilising intelligent automation and data-driven insights. The company offers a range of solutions that enhance customer interactions, driving efficiency and satisfaction across various industries.
The newly launched product harnesses Ushur’s proven CXA platform to provide fast, flexible, and modular digital engagement for employees and other stakeholders involved in the absence process.
This purpose-built solution not only proactively gathers and distributes educational content and information but also guides users through each step of the STD journey, ensuring a smoother experience.
Ushur’s absence engagement solution allows insurance carriers to proactively deliver and capture sensitive information through secure communication channels. The platform is designed to reduce friction and bottlenecks, enhancing the efficiency of the end-to-end STD process.
Key features include guiding employees through claim initiation, gathering critical authorisations and e-signatures, and providing timely updates to both employees and employer group administrators through two-way, HIPAA-secure digital channels.
In a recent application of this technology, a Fortune 500 group life and voluntary workplace benefits carrier successfully reduced its absence claim processing times from days to mere hours.
Impressively, 50% of employees completed their engagements within five minutes. This AI-first solution resulted in an 85% increase in campaign engagement, a 42% reduction in inbound calls, and a remarkable 40% increase in Net Promoter Scores (NPS).
Ushur solutions are specifically designed to deliver the fastest time-to-value, featuring prebuilt experiences tailored to meet the most common and critical needs within the industry.
“With Ushur, carriers can guide claimants through complex processes, capture needed data and deliver the best experience possible, all while reducing staff burden and increasing operational efficiency,” Daugherty added.
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