Portals
Most of your inbound calls are people asking where their claim is.
Portals give the people outside your firm a place to look, and somewhere to send what you asked for. Each one's view comes from their own record, so nobody sees a claim they have nothing to do with.
For firms with referral partners worth keeping, or enough claimant chasing to want it to stop.
Why it exists
A claim involves people who do not work for you: the claimant, the garage that referred them, the engineer, the repairer, the solicitor. Every one of them periodically needs to know where things have got to, and every one of them asks by telephoning a handler.
The usual answer is to email them updates, which is worse — it is the same work, done in advance, for people who may not have wanted it. What they actually want is to look when they want to look.
What it does
For the claimant
- Where their claim is
- In plain language, without your internal stage names or notes.
- What has been asked of them
- The outstanding document requests, and a way to send them in from a phone.
For referral partners
- The work they introduced
- What they referred and how it is progressing — which is what keeps a referral relationship alive between conversations.
- New referrals
- Submitted through their own login, arriving tagged with their identity so a reviewer can see the provenance immediately.
For engineers, repairers and solicitors
- Only what they are instructed on
- An engineer sees the instruction and returns the report. A repairer sees the job. A solicitor sees the referral. None sees anything else.
- One login, several firms
- A consultant engineer working for three of your competitors has one account and three separate scopes, with an explicit picker between them.
You stay in control
- Access is granted, never claimed
- By invitation from your firm. Nobody outside can sign themselves up.
- Scope comes from the record
- Not from a role somebody could widen by accident. What a portal user can see is derived from what they are attached to.
What changes
Handlers stop fielding status calls
Which is the single largest source of interruption in most claims operations.
Documents arrive without being chased twice
Because the request is visible to the person who has to answer it, on the device they have.
Referrers stay referrers
A partner who can see their own pipeline is a partner who keeps sending work.
What it does not do
Portals are read-and-respond, not a second workspace. Nobody outside your firm can change a claim, move a stage, edit a figure or see anything you have not attached them to.
There is no public self-registration and there will not be. Access is invited by your firm, which is the only model where you can answer the question of who has it.
Related
See it against one of your real claims.
Thirty minutes, no slides. Bring a live file and we will run it through the system end to end.