With the ever-changing regulatory landscape, hard-coded and ageing systems are no longer relevant. Insurers are now required to handle and settle claims “fairly and transparently, without undue delay and with minimum intrusion and burden” (Australian Securities & Investments Commission).
It is critical for insurers to meet their regulatory obligations across the entire claims portfolio and across the supply chain.
ASIC (Australia Securities & Investments Commission) is calling on all general insurers to elevate their claims handling processes, following a thorough industry assessment that uncovered significant shortcomings in home insurance claims across five critical areas:
- better communications to consumers about decisions, delays and complications
- better project management and the oversight of third parties
- better handling of complaints and expressions of dissatisfaction
- better identification and treatment of vulnerable consumers, and
- better resourcing of claims handling and dispute resolution functions.
Better communications to consumers about decisions, delays and complications
Crunchwork drives consistency across assessing and supply chain resources with custom templates and automation that safeguard the insurer from inconsistent and out of date communications.
Our workflow engine can identify delays and complications and highlight areas that will not meet customer expectations to the insurer in real time enabling updates to the customer before they become dissatisfied.
Better project management and the oversight of third parties
Crunchwork has project management tools including Gantt charting with the ability to load, view and share contractor and subcontractor timelines so you and your customer know exactly who is attending jobs, and when, and if the vendor has the correct and up-to-date certifications to ensure compliance.
Crunchwork can seamlessly integrate all your stakeholder data into your customer-facing digital channels for a unified claim experience and has customisable dashboards at your fingertips giving you complete visibility and control. 
Better handling of complaints and expressions of dissatisfaction
In a complex claim environment, Crunchwork provides your team and supply chain with the correct workflow tools to ensure complaints that are captured across the value chain do not fall of the radar. Our workflow engine can generate and escalate complaint tasks to drive compliant outcomes.
Crunchwork has deployed Artifical INtelligence for Sentiment Analysis to detect expressions of dissatisfaction across the platform and communication channels. This functionality connected with our workflow engine ensures that you know of complaints and dissatisfaction in real time.
Better identification and treatment of vulnerable consumers
Crunchwork is a pre-configured, out-of-the-box solution that fulfills this essential requirement.
With our innovative solution, your teams in the field, supply chain, and back of house can swiftly identify vulnerabilities using our triage tools and escalate that information in real-time.
These workflows are designed to handle various scenarios to quarantine, escalate, and ensure that the critical needs of customers are attended to effectively and efficiently. 
Better resourcing of claims handling and dispute resolution functions
Crunchwork uses our custom-built user and vendor manager applications to store and track information against your resource pool to enable and effective claim distribution.
The Crunchwork analytics application reports on claim distribution and resource capabilities with a live data feed. This enables our clients to make informed decisions when allocating claims for assessment and fulfilment.
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