Enabling Adjusters with In-App Performance Support to Accelerate Workers' Compensation Claims Processing on Duck Creek

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The insurance provider faced challenges with the complexity and variance of workers' compensation laws across different states, leading to frequent errors and inefficiencies when claims processing in Duck Creek. With Whatfix’s Smart Tips, the insurance company provided real-time support to claims adjusters, reducing errors, improving productivity, and accelerating claims approval times.

Claims adjusters struggled with the high variance in workers’ compensation laws, forms, rules, and timelines from state to state. The documentation for each state’s laws and regulations was stored on a SharePoint site, which lacked organization and easy access, forcing adjusters to manually search for each state's process guide for every claim. This led to frequent errors, increased costs, compliance issues, and a poor policyholder experience while also resulting in unproductive claims agents, a lack of claims process governance, and poorly optimized adjustment workflows in Duck Creek.

With Whatfix, the company created Smart Tips that appeared when claim adjusters interacted with the policy state field on the digital claim form. These Smart Tips were linked directly to state-specific documentation in SharePoint, providing adjusters with the necessary information in real-time based on the state entered in the policy field.