Insurers in the United States lose $10 billion a year in mistakenly paid claims and administrative costs of resolving pricing and coverage disputes. Of these costs 50-70% are due to errors in manual processes.

Most of these errors occur because there is so much complexity: in contracts with providers, in claims for difficult procedures, in sophisticated auto-adjudication systems, and in the regulatory environment. With all this complexity, claims personnel make errors because they do not always know the correct course of action to take.

Insurers provide mountains of procedure and policy documentation to claims personnel, but specific, easy-to-understand and up to date instructions are hard to find, especially when buried in long documents scattered across sprawling intranets.

Panviva’s Business Process Guidance (BPG) system, SupportPoint, is like a GPS for the desktop. It identifies the claim agent’s role and delivers the right information to each individual.

SupportPoint recognizes where your claims personnel are in a process (which application screens they have open), then guides them step-by-step to the desired outcome for each issue or process.