Guide · Customer
“Where is my claim?” Proactive status updates that make the call unnecessary.
Customers call to ask about a claim because nobody told them what happens next. Every one of those calls is cost, and most could have been a message.
Why customers call
- They do not know what the next step is or who is doing it.
- They were asked for a document and do not know if it arrived.
- A surveyor or hospital desk told them something different.
- Nothing has happened for days, as far as they can see.
The moments to message
| Step | What to tell the customer |
|---|---|
| Registered | Claim number and what happens next |
| Documents | What arrived, what is still needed |
| Assigned | Surveyor, garage or hospital desk, and when |
| Assessed | Outcome of assessment, any query |
| Approved | Amount approved and how it will be paid |
| Settled | Payment made, with reference |
| Delayed | Why, and the new expected step |
How to set it up
- Map every step of one claim journey and who owns it.
- Write a short, plain message for each step, in the customer’s language.
- Trigger messages from the claims system as each step completes, not by hand.
- Let the customer reply in the same chat; route questions to a person.
- Measure inbound status calls per claim before and after.
How AutoClaims does it
AutoClaims is built for general and health insurers and their TPAs. Customers register a claim on WhatsApp or the portal; photos, bills, discharge summaries and FIRs are read and structured on arrival; cover, waiting periods and limits are checked against the policy. Each claim is triaged by your rules into fast track, standard or investigate, with the reason, and suspicious ones are flagged before payout. Garages, hospitals and surveyors are booked, every step is pushed to the customer, and payouts are approved by people under maker-checker and written through your APIs. Renewals are worked by segment, early, with payment links on WhatsApp. Adjusters and investigators keep every judgement that needs a person.
Questions
How do I reduce “where is my claim” calls?
Push a short update to the customer at every step of the claim, from registration to settlement, and tell them when something is delayed and why.
Which channel is best for claim status updates?
The one customers already read; WhatsApp works well because they can reply and send documents in the same chat.
What should a claim status message contain?
The step completed, what happens next, who is doing it and anything the customer needs to send.
See it on your own data. AutoClaims — Claims without the status calls. Book a 30-minute working session with an engineer.