Leading specialist outsourced claims provider Bankstone has made a significant investment in a major IT development project to become the first claims firm in the UK to introduce an instant online validation system for its claims handling call centre in Brighouse, West Yorks.
Now when Bankstone’s front-line claims handling staff take a call, the system‚ bespoke designed for Bankstone by software house SSP‚ automatically populates Bankstone’s claims-handling system with client data from SSP brokers’ systems over the Internet. Without ever having to leave their screen, the call handler therefore knows exactly who they are talking to‚ avoiding the need to ask callers for information already known to their broker (for example whether they have legal expenses cover).
Previously claims handling firms’ broker integrations systems have at best, relied on physical links with the broker’s back office systems. According to Bankstone director Dickon Tysoe, the new approach is “slicker, quicker and far more powerful. Because it is fully automated and online it can, for example, poll half a dozen (or more) of the broker’s local offices around the country to access the relevant data. This gives us a significant advantage over other claims handling operations and should make us a very attractive partner to any broking firm using SSP as their systems provider.”
Fellow Bankstone director Andrew Jones adds: “We have been very impressed with the efficient professional involvement of SSP in this groundbreaking project. We are always looking for ways to operate more efficiently and more productively, and together with SSP we have succeeded in moving the whole process of outsourced claims handling another step forward.”
Since it began trading in November 2004 specialist outsourced claims provider Bankstone has established itself as a leading specialist provider of complete claims management solutions to brokers, insurance companies and other claims management companies. Set up by founder directors Dickon Tysoe and Andrew Jones to realise their shared vision for a better way of handling motorcycle claims, the company has the expertise and the resources to offer a full menu of competitively-priced expert services including: claims management, ULR, bike replacement schemes and breakdown and accident policies.
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