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When choosing Winns to conduct the claims process, clients get 24/7 access to their file through our expansive Touchpoint interactive platform, allowing them to upload evidence with the option to sign documents digitally thus speeding up the process.
“If you don’t provide that information, someone else will do it for you. The tenders are all about what technologies we can provide. “Integration and security are massive things in the industry currently. Winn Group is ISO270001 accredited and Cyber Essentials Plus certified; they are real bold stamps that can win or lose contracts.
A recent successful trial of robotic automation processes to help deal with incoming mail, prior to being assigned to files, highlights a constant search for improvements to the process for clients and staff alike. He continued: “It is a continual investment in an ongoing project. We are constantly looking at the landscape to utilise cutting edge technology that would benefit staff and clients. “For the past 18 months, we have been looking at robotic automation processes to read the paperwork that is sent which in turn speeds up the smaller processes around allocation to files etc, thus speeding up the duration of cases as it allows staff to not be slowed down.
“WE ARE CONSTANTLY LOOKING AT THE LANDSCAPE TO UTILISE CUTTING EDGE TECHNOLOGY THAT WOULD BENEFIT STAFF AND CLIENTS.” “We are also Panintelligence innovation partners; winning their partner of the year award emphasised what they thought about our approach to understanding and using technology to make the claims process more efficient. “The technology we currently employ keeps our staff happy, clients happy and it will win us new business. “Every broker we work with, the first thing they ask for is API and immediate reporting, not monthly reporting but immediate reporting.
“We are moving with the times of generation X and Y, who have been brought up utilising technology for their benefit. In the near future, they are going to be potential clients and our potential future staff. “We need the technology in place to enhance the role of our staff and make it more exciting and have that technology platform for clients to make it easier for them. “They should be able to progress their claim during a lunch break on an app as life is getting busier for everyone, and we need the tech to make it work for them. Some people don’t want to bring a legal case or will be reluctant based on the procedures involved. “We don’t want to make it a burden so we focus on making the process as quick and easy as possible with information for them to hand and delivered through mediums that make that information as accessible as possible.” For all the extensive investment in technological processes that have allowed Winns to offer a best-in-class client service, Milnes is acutely aware of the need for balance. He concluded: “Sometimes, though, nothing beats speaking to someone on the phone and we have that, alongside the digital components, at Winns. “There’s a time and place for both and it is important we pick the right time and place for each medium.”
