Changes to Claims Automation Dashboard Navigation​

Within the next two weeks, we will refresh the look and feel of the side and top navigation elements of the Claims Automation dashboard. We are making these changes to enable a more seamless and efficient transition from one area of the dashboard to another.

Functionality mostly remains the same. Menu items are unchanged and you may still customise the colour of the top navigation bar to help you differentiate between your environments. However, both navigation elements will be ‘sticky’ - they will remain in-situ as you scroll down the main page and expansion of the side navigation will be accomplished using the double chevrons at the bottom of the panel.

Below are some screenshots depicting the new navigation elements. We wanted to share these with you at this time so you can brief your user teams on the upcoming changes and we will confirm with you once these changes have been deployed.

Claims Automation with navigation menu collapsed​

Claims Automation with navigation menu expanded​

Improvements and Enhancements​

Deleted attributes removed from contact filters - a small annoyance for customers, if claim or case attributes were deleted within 'Settings', they would still remain visible in the filter pages. Updates have been made so this is no longer the case, creating a simpler and cleaner user interface for our dashboard users.

Workflow updates - we have been doing significant work recently on workflow in order to provide customers with greater flexibility and choice on how they collect and store data within Claims Automation. This work built on previous workflow functionality within the system and as a result, we've renamed a key activity property from 'workflow key' to 'workflow name'. Where this attribute is exposed in csv and Excel exports, the name has been changed accordingly. More to come on the change of the property in SQLlite downloads in the next release.

Canned Responses - canned responses allow dashabord users to create snippets of text they use frequently in emails and SMS messages and store them so they can insert them quickly and easily without having to type them out. We have made the canned response edit modal more usable - it's bigger and allows users to more easily create canned responses. Plus, you can format the canned response in the rich text editor or as raw HTML if you wish with the formatting being passed into your email when the canned response is applied. All these things add up. Saving you time and effort when communicating with your clients.

Contextualising contact links from Team Tasks - if a team task is raised against a contact, when you view the team task then the contact name is presented as a hyperlink. Clicking this navigates you to the contact page. Previously, this contact would open and you would then have to select the case you wished to view the information for (2 clicks). Given we know the case, we've made it smarter so the case to which the team task relates is already selected for you. Reducing clicks, saving time.

Viewing contact activity on the contact page - previously, it was difficult to see what kind of relationships and activities were associated with a contact from a specific contact page. We showed only the number of claims for which the contact was the administrator for and this caused dashboard users time and effort in click throughs to find out more. As of this release, we have included the following in the case drop down items on the contact page:

• the number of claims the contact is related to through any relationship (admin, claimant, other)
• the number of case activities they have against them
• the number of team tasks (in any state) associated with the contact.

Additionally, with the contact page we have made it easier to understand which relationships the contact has with claims by introducing a 'Relationships' column in the 'List of claims' table on the contacts page.

Bug Fixes​

Dupe browser tabs - Our customers reported dubious behaviour re: tabs when external links were clicked in the Claims Automation dashboard. This is has now been rectified - external links open in their own tab!

Contact details not populating in team tasks - contact details, where available are now populating correctly in team tasks.

Dashboard user cannot set password on account creation - UK dashboard users reported not being able to set passwords for new users that they created. This has now been rectified.

Global search not returning phone numbers - global search now returning phone numbers.

Editing claim statuses - colours and descriptions now saved when claim statuses are created and editied.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claim References - following the deployment of claim references in our last release, thse claim references can now be used to search for claims in the global search box. Additionally, the claim reference is included in the relevant API responses.

For more information about the Claims Automation API, be sure to visit the docs.

Bug Fixes​

Dupe browser tabs - Our customers reported dubious behaviour re: tabs when external links were clicked in the Claims Automation dashboard. This is has now been rectified - external links open in their own tab!

Contact details not populating in team tasks - contact details, where available are now populating correctly in team tasks.

Dashboard user cannot set password on account creation - UK dashboard users reported not being able to set passwords for new users that they created. This has now been rectified.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claim References - although we provide unique GUIDs for our claims, our customers told us that these 16 digit IDs were not user friendly - they were too long and could not easily be used over the phone or in written documents generated by Claims Automation. As a result, we have introduced claim references - 8 character alpha-numeric strings that are unique within the context of a company.

These claim references are generated by Claims Automation everytime a new claim is created (from the case site, on the dashboard or by the API) and initially, these references are available in the following ways:

• on the claim page (as per the image above)
• within claim data exports
• as special token so it can be inserted into emails and generated documents

You can also filter by claims references on the claims page. All current cases you have within Claims Automation will be populated with these claim references so they will be available should you wish to use them and in the next release, we will:

• make the claim references available within the API response
• allow global search by claim reference

Bug Fixes​

Claims data import - unhandled exceptions - Our customers reported to us that during the upload of claims data, there were certain use cases where incorrect data was not highlighed during validation but exceptions were subsequently thrown during processing. This error checking has now been tightened up, ensuring errors and warnings are flagged during validation.

Intermittent failure of bulk exports & imports - over the past few weeks, Claims Automation dashboard users may have experience import and export jobs being momentarily marked as failed. Although these jobs would eventually update (no failure, not data lost), this condition has been identified and fixed.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Security updates - we continuously maintain our software stack to ensure it is up to date and secure. In this lastest round, it's been the turn of the software that we use to provide the dashboard. No new, exciting features i'm afraid on this occassion.

Bug Fixes​

Correct intepretation of URLs in editor panels - when creating reminder content or composing an email, dashboard users can enter rich text into the editor panel and the system converts this to HTML. The systems was incorrectly splitting email addresses and recognising other simple patterns (such as C.A) as URLs. This has now been addressed but it's worth knowing, you can always pop into the 'raw' panel and amend the HTML yourself.

Claims Data Archive Button Behaviour - some may have noticed a small iteration with the availability of the 'archive' button on claim data records. If so, it's a thing of the past now.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claims Data Sorting

Archived claims data records are now sorted and presented after all active claims data records on the Claims Data page.

API Endpoint for Claim Notes

An API endpoint is now available for Claim Notes. Full details of the endpoint can be found in our API documentation but in summary, customers now have even more flexibility to read and update their data programatically. Here's a sneak preview...

API Endpoint for External Resources

Did you know you can store external resource URLs against claims and contacts? It's been in Claims Automation for a while now so head over to the documents panel and 'ADD A URL FOR AN EXTRENAL RESOURCE'. You can now also read, add and update these via the the API - See our API documentation for more details.

Bug Fixes​

Modifications to incoming comms processing - Microsoft are currently rolling out changes with respect to SRS (sender rewriting scheme) - see here for more details. These changes amend the from address in the forwarded email and as such, the sender's original address was not preserved or recognised by our system resulting in prospects being created by the comms process rather than inbound comms being assigned to a particular contact. An update has been made to ensure we're grabbing unaltered from addresses from the forwarded email message so the comms can be accurately assigned to the contact within Claims Automation.

Claim status rules ordering - an update has been made so that CLaimds Automation users can set the order of claim status rules confidently and easily.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Message and Notification Filtering

As we continue on our journey of ensuring that communications are scoped correctly to the relevant entity (case or claim), we have introduced a filter on the Message and Notification History panel on the claim page.

This filter allows you to see:

• Administrator message and notifications - all messages that are associated with the current adminstrator of the claim
• Claim message and notifications - all messages that are scope to just the claim you are viewing, irrespective of who the communication was sent to.

This filter should help customers in their operational processes as we continue to deploy and transistion fully over to a state where all communication messages are scoped correctly.

Bug Fixes​

Errors and warnings on contact import - warnings and errors have been made more robust on the contact import process, ensuring that validation is applied to phone numbers correctly and imports are not successfully processed if the phone number is invalid.

Export - data attribute type presentation - the system has been updated to ensure that for date attibute types, the content in the export is formatted as a date, not a date time as it was previously.

Token selection on document generation - special token functionality now displays tokens correctly when selecting them in all areas of the dashboard.

Mass bulk exports of contacts - customers are now able to export significant volumes of contacts without error or duplication.

Archived claims data showing in claims data panel - archived claims data records were historically showing in the claims data panel on a claim page. This has been amended to ensure that archived records do not show in this panel (although they are still accessible on the Claims Data tab.)

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Special tokens on 'Compose Email' - we've had special tokens for a while in various features giving you powerful access to your data sets when composing content. Now they're available in the 'Compose Email' feature. Use the panel on the right to navigate the data structure and click on the property or attribute to insert.

New UserManagement Permission

As we move to an enhanced data model within Claims Automation to support organisations (more on this migration soon), we have deployed a new functional permission 'UserManagement' that will allow you to separate out access to user management functions from the historical 'company_admin' permission. Greater flexibility and more importantly greater security. No action needed from you at this time but do watch this space.

Case Site Portal Links - Conditional on Case Site Presence

Some of our customers use the Claims Automation Dashboard to manage their data without an associated case site. Understandably, they want to use the rich communication tools to communicate with their clients however, until now these comms have included the call to action (CTA) button to allow the client to go to the case site. With no case site, this was a poor experience.

Now, where case sites are not deployed for a case, we can now suppress the inclusion of the portal CTA button on system generated comms and also suppress the option for Dashboard users to include the CTA button.

Note: This is something that is configured by then implementation team and is not managed by customers through the Dashboard. Be sure to talk to you Customer Success representative if you have any questions about this.

Communication Scoping Currently, communications sent from Claims Automation to a claim administrator about a claim are 'scoped' to the adminstrator contact and the case. Thus, if you were to look at comms in a 'claim page', you will see all comms to that adminstator, irrespective of the claim they refer to.

In response to requirements from our customers and in preparation for greater communiucation features, we have started scoping communications to the claims in various use cases. This is long journey and in this release we have addressed:

• Claim Reminders - when claim reminder communications are sent, these will be scoped to the claim which generated the reminder.
• Case Reminders - case reminders are already scoped at case level.
• Send message to administrators - in this modal, you can now select if you wish to scope the communication you send to the claim or leave it at case level.

In the comming weeks, we will be addressing how these different messages are viewed/filtered on the various comms panels. Watch this space!

Bug Fixes​

Missing token selector on 'Edit Case Reminder' modal - users can now apply special tokens to their case reminders in the edit modal as well as the 'Create Case Reminder' modal. Isn't consistency great?

Consistent presentation of decimal attribute values - a small fix to ensure that values for attributes of type 'Decimal' are presented consistently on the Claims Automation Dashboard.

Persisting claim status entries - the 'Claim status entries' panel now shows all claim statuses, even if the status has been hidden from use elsewhere in the Dashboard.

Consistent from name in email - until now, email communications sent to you clients from one of your Case Sites and email comms from the Dashboard came from different 'from' names. Now, all emails come 'from' the name set in the 'Viewable Company Name'. The current setting for your cases can be seen on the 'Settings' page for each of your cases.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Released on 25th October 2023​

Improvements and Enhancements​

Assigning case activities in bulk - we recently launched a new feature that allowed our customers to bulk assign case activities to contacts within the Claims Automation dashboard. This feature has now been further enhanced to allow you to bulk assign case activities to any contacts, not just those contacts already associated with a case. This recent addition adds even more flexibility and removes the need to rely on third party tools and teams to add these case activities for you.

On the contacts page, simply filter for the contacts you wish to apply the case activities to, select 'Assign activity to admin contacts' from the Contact Automations menu and follow process.

Case Attributes Export and Import

Staying on the theme of bulk update of data within Claims Automation (somthing that is becoming more common as customer cases evolve), we've provided a set of functions that allow you to export case attributes so they can be updated off-line e.g. in Excel and then updated via an import back into Claims Automation. This again removes the need for the customer to provision third party tools and services in order to complete the data manuipulation tasks.

On the contacts page, select the contacts for which you wish to download the case attribute data. Your download will be available on the Automations Overview page. Once you have downloaded, you can use the 'UPDATE CASE CONTACT ATTRIBUTES' button on the contacts page to complete the import.

Contact Data Export and Import

Contact data (properties and attributes) can now be exported for off-line processing or amendment. It can be re-imported subsequently if you wish to update values within Claims Automation.

Simply select the contacts for which you would like to export data on the contacts page, select 'Export contact data' from the 'CONTACT AUTOMATIONS' menu and download. Once prepared, your file will be available for download from the 'Automations Overview' page.

Import/Export Behind Permissions

As we have made more data available to the export and import processes, we have identified the need to place the numerous export and import functions specifically behind the 'client bulk data' and client bulk update' functional permissions respectively. This is to ensure local system administratrors can effectively control access to the data.

If you previously had access to these functions and no longer do, please contact your local administrator in the first instance to ensure the correct permissions are applied to your role.

Privileged Attributes

As customers have stated to collect different types of data from their clients, the need to treat this data with different levels of sensitivity has increased. In response, we have introduced 'priviledged attribites' types. These attribute types allow those with the correct permissions to view and edit these attribute values while those without can only view them. This new attribute type compliments the 'read-only', 'read-write' and 'protected' attrtibute types we currently offer and together provide flexibility with respect the visibility and access to your data within Claims Automation.

Additionally, we have placed the management of attributes inc. visibility settings behind two new functional permissions. These will need adding within your role structure according to your needs:

• Attribute template save - for editing attributes
• Attribute template delete - for deleting attributes

Bug Fixes​

Claims Data Validations - updates have been made to the Claims Data edit pages to ensure the correct feedback is given on validation of the data entry.

Reminder Editor - the reminder content editor has been updated such that when email addresses are copied in (copy and paste), the editor recognises the full email address and not just the domain element as a URL. No more editing after copying and pasting!