Workflow Examples for the Control Panel

Workflow concepts and an example for claim workflows

Workflows can represent an entire claim process and as such, can be complex and look intimidating. It might seem hard to know where to start, especially if your workflow requires input and tasks from multiple teams and people.

This page introduces key concepts of claim workflows in the Control Panel, and provides an example of a common workflow use case: a claim process.

Looping and branching in workflows

Looping and branching are two common aspects of workflows that allow you to create flexible, no-code workflows that fit your real-world claim processes.

Looping

Looping is going back to a previous activity or step in the workflow. This both allows steps to be re-done or updated with new information and can help to simplify the design of your workflow, reducing the need for multiple flows to cover the same task.

When designing workflows, it is a best practice to carefully define the loop so that the workflow doesn't get stuck in an infinite loop that constantly goes down the same path.

For example, in a claim submission workflow, submitters may have the opportunity to update any missing information, which restarts the evaluation of the claim. If you don't set up a decision task or automation to limit the number of times that a claim submission can be modified and re-reviewed, the process could loop indefinitely.

Branching

Branching is when a workflow breaks off into multiple, separate paths depending on the result of a decision in a task or a condition in an automation. This allows for you to translate complex real world scenarios into a workflow in the Control Panel that can accurately represent conditional activities.

Branched workflows can stay on their own separate paths or reconverge as needed. If multiple branched paths converge into a single activity, it is a best practice to require that the dependent activities are completed before starting the converged activity. This helps you to better control the workflow and reduce confusion.

Example use cases

This section provides an example of a common claim process use case and workflow configuration. Use the example to see how real world use cases can be translated visually and programmatically into workflows in the Control Panel and how the different aspects of the workflow chain together.

Claim process use cases

This process begins with a customer submitting a claim form that provides personal and account information, as well as information about the claim. The intake form kicks off a process that evaluates if the claim is valid and if the claim is invalid then the customer is notified and the claim is closed.

If it’s valid it moves on to the further processes such as Set Reserves, Assess Liability, Estimate Cost, Calculate Settlement & Make Settlement Payment. Once a payment has been made, the customer is notified and the claim is closed.

To try a tutorial that uses this use case, see Workflow Tutorial.

The following visualization shows what the claim process might look like as a workflow:

Workflow details for the claim process

The claim process workflow uses tasks, task blocks, and milestones, and includes branching and multiple loops.

The multiple loops in the claim process workflow allow you to account for the multiple possible paths that converge and diverge at different points in the claim process.

The branching allows you to account for the decisions on the validity of the claim and the decisions made regarding its judgment.

The following image shows the details of the activities in the claim process workflow in the Control Panel:

Claim Process with automation

This process is similar to the basic claim process, but includes workflow automation.

Like the basic claim process, this process begins with a customer submitting a claim. However, instead of going directly to a manual claim review task, this process first uses a workflow automation.

This workflow automation evaluates the status data field and the Loss Amount data field. The automation sends all claims with an open or in-progress status with Loss Amount below $500 to the Set Reserves task directly by skipping the intake review & claim validity checks. The claim then follows a similar path to the basic claim process, through the Assess Liability, Estimate Cost, Calculate Settlement, and Make Settlement Payment tasks. If the claim does not meet the automation criteria, it follows the standard path, including Intake review and claim validity checks.

The following visualization shows what the claim process with automation might look like as a workflow:

Workflow details for the claim process with automation

The claim process with automation workflow uses tasks, task blocks, milestones, workflow automations, branching, and looping.

In this workflow, the automation has conditions that check the values of the loss amount and status data fields and specifies which way to route the claim based on the field values.

This automation routing allows the correct groups to be involved in the claim, without requiring a human to personally sort through all claims and manually route them based on the set criteria.

The following image shows the details of the activities in the automated claim process workflow in the Control Panel:

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