The time has come for DiVerz! The partnership between several consulting firms is taking EMS' claims engine into use on ANVA Hub, supporting them in settling claims. We spoke with Michael Knaapen (director DiVerz!) and Luigi van Geest (director EMS) about going live and the process leading up to it. On April 8, they will be happy to tell you more about it in a joint webinar.
With the Claims engine of EMS, claims are handled automatically and a decision can be made automatically on whether to pay, recover or reject a claim. The consumer is central to this process. They go through the dynamic questionnaire themselves to report a claim and at any time of the day. This customer-friendly way of handling claims immediately excited DiVerz!
This gain in time comes in part from the information EMS provides and adds to a new claim. Luigi (EMS): "With EMS we support the gut feeling of the experienced practitioner. To support this, we need to look for evidence of whether it actually stormed, for example. The Claimsengine already provides this data and goes further in this than the claims handler himself can. For example, does an invoice have weird alignment or does information appear to have been added? Then you get a notification of that." The same goes for a completed form that has often gone back to make adjustments. Luigi: "This can indicate fraud. But it also helps us pinpoint ambiguities for the consumer. The human touch is leading in the final decision."
Michael: "ANVA remains the base from which we work. By linking ANVA Hub and EMS, ANVA remains the source from which EMS extracts its information to then use, distribute and store it back in the same place. This completes the circle." Luigi: "This makes reports you create from ANVA even more complete."
For EMS as a partner, this foundation is also very important. Luigi: "We do it together. From ANVA Hub, partners can also use the other partner solutions. We like to connect to what is already there. That way we avoid duplicate actions and always keep it clear and efficient."
For Michael and Luigi, the collaboration has been a success. The process was efficient, with definitely room for sociability as well. To achieve this smooth cooperation, however, several factors must be taken into account. Michael: "Ultimately, everything revolves around people and the personal, both with our customers and with the business partners we work with. This of course also applies to our claims handlers and the optimization of our work processes. You are going to achieve a lot of continuity and efficiency, but you have to invest in this yourself by guiding your colleagues and hooking them up. A tip: make sure you involve the right employees from the beginning and give them an active role. That way you make everyone part of the project and you can make important steps together from the very first moment."
