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The Company is one of the 3 largest Cellphone Insurers Administrators in the country.
All Cellphone insurance’s sold by one of the largest retail groups in the country
are administered by them This in excess of 150 000 Cellphone policies. They also
administer Credit Life schemes (pay off your accounts if you die, are disabled
or retrenched). They currently process in excess of 8,000 claims per month.
All claim details arrive as faxes. Each claim consists of up to
10 pages of documentation resulting in 30 000 plus pages (60 reams of paper) of
faxes were arriving in the offices monthly . This meant that large amounts of faxes
in the form of paper were arriving on any one of 8 different fax machines.
Finding and collating the relevant pages was a problem since there was no record
if a fax had arrived, and if so where it was now. Once the claims were finalised
all the collated pages were put in a series of boxes and held for collection by
the Underwriting auditors. When the auditor wanted to audit a specific claim he
would search through all the boxes to find the claim.
The Company installed Zetafax as an NT Server based fax receiving
system and DocMan as an archival/retrieval/CD generation package. Zetafax receives
all faxes on a real-time basis. DocMan polls all Zetafax inboxes and copies each
new incoming fax, converts it to a multi-page tiff file and stores it in an
incoming mail file. A controller scans the incoming mail and allocates the
incoming fax to a claims clerk’s Outstanding file. The claims clerk then checks
that all documentation has been received and creates a consolidated claim by
adding all individual faxes for a claim into one claim document. Once the claim
has been finalised the clerk transfers the claim to a completed claim folder for
the current month and attaches comments about the claim. At the end of the month
the DocMan CD creation routine is used to create a CD for the Underwriters
consisting of all completed claims for the month. This CD is searchable by
various fields including Claim Number, Client Name, Policy Number etc.
The documents can be viewed, printed, faxed or emailed.
The company's paper costs have reduced drastically as there is no need for
any document to be printed out and all faxes are internal.
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