ANCIS takes claims data and instantly turns it into a graphic which shows structured history including gaps, inconsistencies, repetitions, clusters and patterns at a glance. Generally, claims staff are wrestling with big paper information in lever arch folders or poorly labelled documents in claim systems. The longer the claim the more complex the file. Case Managers are time poor and under enormous pressures imposed by large caseloads, staff absences, high staff turnover, etc. As a result, Case Managers are expected to be across ‘inherited’ claim files without adequate handover causing significant repetition, including repetition of documents, same questions being asked repetitively, increased costs incurred by repetitive medical requests and other claim requirements, delayed decision making caused by requesting information that’s already on file. The ANCIS program reduces repetition by about 75%. This means that the time spent reviewing claims is significant reduced, claims decisions are made with more clarity, in a timelier manner. The customer experience is much improved, reputational risk is minimised and claims expenses are reduced. In addition, a more stable claims team is created where there is no costly repetition of resignations, recruitment and retraining.
The visual display of the information and easy access to source documents within the ANCIS program, makes it easier for the Complaints Manager to quickly and easily get across the claim and decision-making process in order to resolve a complaint. Where a resolution is not possible, ANCIS assists by clearly and easily demonstrating the reasoning for the adverse claims decision to internal and external dispute resolution forums.
Internal legal can quickly and easily get across the facts of the matter in order to instruct external legal.
The ANCIS technology has been successfully used in criminal proceedings where time-based evidence was key to the defence.
Proven support in life insurance investigations through identifying gaps and inconsistencies that need to be explored and by presenting clear and irrefutable evidence of events and issues.
The ANCIS Vault provides a visual, chronological display of product features and changes over time, to ensure the relevant definitions and features are considered in underwriting, claims, complaints, litigation and in sales and distribution activities. Full sorting and filtering capability is included. The ANCIS Vault is also ideal for managing regulatory change and for reinsurance treaty management.
Video and voice files can be embedded into any timeline, supporting ongoing learning e.g. explaining medical conditions in insurance contracts or claims, clarifying the intent or rationale for complex contract terms, legislative change etc. Staff training sessions can be videoed and uploaded into a timeline for future reference.
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