One claim file for the whole conversation
How Athlon runs claims handling and communications in one claim file.
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Context
Athlon has worked with UBench for more than a decade and has been fully integrated since 2022. Claims handling and communications run in one system, with emails sent directly from UBench and replies filed straight into the right claim.
Challenge
Not every claim needs the same attention. Simple own-damage claims should move without manual work, while warranty and third-party cases need an experienced handler.
Results
One claim file for the whole conversation. Service desk response typically within one business day. Simple own-damage claims automated, handlers on the complex cases.
What this means for claims operations
"Integrate as much as possible, and do not split the driver desk and claims handling across parties. Keep them together."
Kevin De Kock, Operations Manager Customer Services, Athlon
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