Connected Claims Workspace Overview

What is Workspace?

Workspace provides a focused, task-oriented environment with everything your claims adjusters and managers need to quickly and efficiently perform their core responsibilities as part of your organization's unique claims management process.

Connected Claims separates daily claims work from claims configuration. Workspace is where claims adjusters, claim examiners, and claim supervisors create, process, and resolve individual claims. The Control Panel is where administrators and claims managers define the claim types, workflows, products, and email templates that Workspace users work within. If you need to change a claim type, a workflow, or an email template rather than work an individual claim, then use the Control Panel instead of Workspace.

Workspace consists of five pages: the Workspace page, the Claims page, the Cases page, the Customers page, and the Policies page.

Workspace page

The Workspace tab serves as the homepage for the Workspace site. It features the My Workspace view, which provides claims adjusters access to crucial information about their assigned claims and tasks. This page allows them to track key performance indicators (KPIs), view all tasks assigned to them or a group, stay updated on assigned claims, and see claim and task due dates. From here, they can also create new claims.

The Due Dates section provides flexible views that give claims adjusters greater control over how they want to view due dates for their claims and tasks. Easily switch between a list view and calendar view.

Claims page

The Claims page serves as a central hub for claims data. The page consists of the All Claims list, which displays only the claims you, as the signed-in user, have access to, and a section for suggested claims to follow up on.

Perform a keyword search of the All Claims list to find a specific claim record or use the filters to find all claims that match specific criteria. After locating the claim you want to follow up on, open it to access the Summary view to see an organized view of the claim data.

The Summary view provides general claim information, loss details, milestones, related claims, related cases, any active and resolved tasks associated with the claim and comments. You can use chat experiences in the Summary view to interact with a chatbot and quickly retrieve the claim information you need, which reduces manual research.

You can also close or clone the claim, add a policy, and update the claim’s data, assignees, watchers, and tags all from the Summary tab.

Claim data tabs

Drilling into a claim record also gives you access to tabs with other important claim data. The following tabs show and update the claim's data:

• Incident Details: The Incident Details tab of a claim record allows you to view and update the claim’s loss details, related parties, injuries, and exposure details. You can also update the claim’s liability decision.
• Financials: The Financials tab of a claim record provides a breakdown of the claim’s reserves, payments, and transaction history. You can also initiate a payment on the claim, manage the loss, expense, and recovery reserves, and settle the claim.
• Cost Estimate: The Cost Estimate tab of a claim record provides a summary of the estimated costs for the claim, including metadata like the cost category, description, estimated amount, date created, and creator. View KPIs of the total estimated damage, costs for the highest estimated category, and the loss reserve balance.

  Claim work tabs

The following tabs of a claim record support the work you do on the claim:

• Workflow: The Workflow tab of a claim record shows a list of tasks organized by task type. Each task includes metadata like status, assignee, due date, and location within the workflow visualization. You can view the total number of resolved tasks versus the total number of tasks for each task type, and you can edit the workflow by adding, deleting, and reordering both individual tasks and task blocks. On a task of type Survey, use the more options menu and select Update Survey to change the questions in that survey for this claim only. For details, see Update a survey on an active claim.
• Documents: The Documents tab of a claim record provides a list of all documents uploaded to the claim, including metadata like document type, date, and the user who uploaded the document. View public documents and private documents that you have access to. You can also upload ad-hoc documents to the claim record from this tab.
• Emails: The Emails tab of a claim record displays email correspondence linked to the claim record, including original messages and replies. You can respond directly to email threads from the claim record and initiate new email communications. Only visible when emails are attached to the claim.
• History: The History tab of a claim record displays a timestamped log of all actions taken on the claim, including the user who completed each task. Search and filter the history log to find a specific task and expand each task to see more details.
• Related Actions: The Related Actions tab of a claim record displays a list of shortcuts for all the actions that can be performed on the claim.

Update multiple claims at once

The Claims page also has a bulk update feature that lets you select and edit multiple claims at once. Modify claim details like the assigned group or user, priority, due date, watchers, and more.

Cases page

The Cases page provides a comprehensive view for managing non-claim related work such as complaint management and customer assistance. It consists of the My Cases Due Soon section showing up to 5 cases assigned to the user that are due soon, and the All Cases section displaying a grid with all cases in the system.

The All Cases grid includes the following fields:

• Case ID
• Case Title
• Status & Priority
• Assignee and Assigned Group
• Created By
• Last Updated On
• Created On

From this page, you can create new cases, link cases to existing claims, and access case summary views that include Case Summary, Workflows, Documents, and Audit tabs. Cases can be created from within claim summary pages, the Cases workspace, or directly from Case Management Studio, providing flexibility in how you manage customer interactions.

Customers page

The Customers page consists of the All Customers list. From this list, you can drill into a customer record to access the Summary view to see specific details about the customer.

From this page, you can also search the All Customers list to find a specific customer or use the + CREATE CUSTOMER action to create a new customer record.

Policies page

The Policies page allows users to view all policies in the Connected Claims system. From this list you can access a specific policy and view its details including coverages and deductibles and any claims that have been submitted against this policy. Note that policy records are likely to be integration backed from a customer's existing policy administration system.

Simultaneous editing

Claims adjusters and supervisors frequently work the same queue, so two users can open the same claim at the same time. Connected Claims uses optimistic record locking to prevent a second user from overwriting the first user's work.

When you open a claim or a task set to edit it, Connected Claims locks that record for you. While you hold the lock, another user who opens the same record cannot save changes to it.

Each lock expires after a defined timeout. For example, the lock on a Survey task that a user opens in the Update Survey dialog expires after 15 minutes by default if the user closes the browser instead of clicking UPDATE or CLOSE. Expiration matters because a user who closes the browser without saving would otherwise leave the record locked, blocking everyone else from working it.

Resolve a lock conflict

When you open a claim or task set that another user already holds a lock on, Connected Claims tells you the record is locked instead of letting you save over the other user's changes.

To continue working on the record, do one of the following:

• Wait for the other user to finish and release the lock.
• Wait for the lock to expire.

Reopen the record after the lock clears. If you entered changes before discovering the lock, re-enter them after you reopen the record, because Connected Claims does not hold unsaved changes across a lock conflict.

Claims performance

Connected Claims 2.0 optimizes the queries, process models, automation logic, and interface components behind daily claims work, so you can create claims, process tasks, and navigate large claim queues with less waiting. The Connected Claims 2.0 improvements require no configuration.

Connected Claims 2.1 further improves how quickly the claim Summary view and the Workflow tab load when many users work at the same time. Connected Claims 2.1 tracks the progress of claim creation in the database instead of the in-memory process analytics engine, so claims adjusters and supervisors get consistent response times during peak usage. For details, see Faster claim summary and Workflow tab loading.

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