Marine Claims Document Management

Claim and recovery agents WK Webster deal with 25,000 claims a year for 500 clients. We have been able to help them switch from their traditional paper based claim handling system to an electronic document management system which handles all correspondence from receipt to settlement.

As a result, the whole claims handling process has been improved, resulting in better customer service and enhanced productivity.

When I first met with WK Webster to discuss ways of improving their manual workflow, they were sinking under paper. It was the job of the filing clerks to locate the files for the case handler. They were running around the office searching for files which were not in the racks. It took a lot of time and was frustrating for everyone.

The drivers for change began in their UK Head Office’s operation:

• They have to deal with high volumes of ‘paperwork’ that flows between the Global Insurance Companies and those making the claims for cargo
• Individual claim files need to be shared by multiple departments – 2 negotiators could not view a file at the same time and this hindered productivity
• It was becoming harder to maintain response times because the paper based system was inefficient

Now all correspondence and documents are stored and managed within OnBase via Outlook. They are now able to respond to queries when they arise, as the information is available to all immediately – at the click of a button.

The system is so successful that it has been replicated in their Singapore and New York offices.

Andrew Joannou, Chairman, WK Webster said “We are very well placed to grow the business without having to take on more staff or space. OnBase will help us absorb an increase in claim volume and to improve our response to clients and their clients. Frustration encountered both internally and externally when files could not be immediately located is avoided.”

If you would like any further information, please contact us on +44 (0) 1962 835053 or email enquiries@processflows.co.uk.