After the claim is reported, a Generali claims expert prepares a Tele-Expertise. Previously, the document was sent to the customer by mail, while the follow-up coordination took place by phone. What works well for individual cases quickly becomes labor-intensive at higher volumes.
This turns a follow-up process previously driven by mail and phone calls into a guided digital customer journey.
What You’ll Learn in This Article:
The Next Process Begins After the Tele-Expertise
First, what exactly is a Tele-Expertise? A Tele-Expertise is used to assess and document a claim. Based on the information collected, the claims expert evaluates the case. The results are then summarized in a document that is provided to the policyholder.
This completes the professional assessment of the claim. But several steps still follow:
In a traditional process, this often means sending a letter, contacting the customer, and manually recording the response. Missing information triggers another round of follow-up.
How the Process After the Tele-Expertise Works with Paperfly
Instead of manually sending documents and recording responses from phone calls, the entire journey is brought together in one standardized workflow.
The employee adds the claim details and recipient information. The Tele-Expertise and customer form are already integrated into the case.
- Seamless access: The customer receives a link and opens the Tele-Expertise directly on a smartphone or desktop.
- Decision captured within the process: After reviewing the document, the customer immediately selects how the claim should be settled, for example through a repair or payout.
- Collect additional information immediately: If the customer chooses a payout, the workflow collects the bank details within the same step.
Benefit: The insurer does not need to request this information separately later.
What Happens After the Customer Responds?
Once the customer has completed the process, the responsible employee receives a notification. The case now shows that all required steps have been completed. The employee form, Tele-Expertise, and customer form are all available in one place.
The customer’s decision and any additional information collected are also immediately available.
The response is then transferred to the archive system, where it is available for further claims processing. Employees no longer need to search through separate emails, call notes, or customer responses.
What Does Generali Gain from This?
Above all, the process requires less manual work. Employees need to make fewer phone calls or manually check the status of a case. Additional information is requested directly at the appropriate step. The key benefit lies in the customer response: decisions and required additional information come together directly within the existing claim.
The process also becomes easier for the customer:
- They receive the Tele-Expertise,
- make their decision, and
- provide the required information within the same process.
The biggest benefit therefore comes from eliminating unnecessary follow-up loops: Instead of chasing missing information, Generali receives everything required to continue processing the claim immediately.
Less effort per case, shorter processing paths, and more capacity for complex claims that require professional expertise.
Why Not Just Use Email or a Customer Portal?
Email is sufficient when the only goal is to send a document. But this use case involves more:
- A decision needs to be collected after the Tele-Expertise.
- Depending on the response, additional information may be required.
- Everything then needs to be assigned back to the correct claim.
And while changes to existing systems often require development work, business teams can quickly adapt Paperfly Workflows themselves. New fields, copy, or additional steps can be added directly to the existing workflow without rebuilding the process.
| Approach | What It Solves | What It Requires |
|---|---|---|
| Mail & Phone | Document delivery and personal follow-up | High manual effort |
| Digital document delivery | Follow-up processes remain manual | |
| Customer Portal / Core System | Can support the process digitally | New or modified journeys require development work |
| Paperfly Workflow | Connects delivery, decision, and customer response in one system | Complements the existing IT environment and can be adapted directly by business teams |
Conclusion: From Manual Effort to a True End-to-End Process
Postal delivery, phone-based coordination, and manual customer responses become one guided digital workflow. The Tele-Expertise reaches the customer directly, the customer’s decision is captured within the same process, and any additional information required is collected immediately.