Third-party claims administration
Your programme. Our claims desk.
eClaim administers claims for insurers, retailers and vehicle dealers who would rather not build a claims operation themselves — from first call to final settlement and the report that follows.
What a claim looks like with eClaim
IntakeCustomer reaches a person by phone, chat or the retailer's counter. We register the claim and tell them exactly what happens next.
VerificationEligibility, cover period, exclusions and excess checked against the actual policy or warranty terms; evidence collected once.
Repair or settleRepair, replacement or cash settlement arranged within the authority limits you set; anything above them goes to you with a recommendation.
ReportEvery file, its cost, its turnaround and its outcome in a register you can open at any time — plus the periodic bordereau your underwriter needs.
What you hand over
- Claims intake and registration across phone, chat and point of sale
- Policy and warranty verification, including exclusions and excess
- Repair-network coordination, replacement sourcing and cash settlement
- Customer communication for the life of the claim
- Fraud and duplicate-claim screening
- Claims register, management reporting and bordereaux
What you keep
- The customer relationship and the brand on the front of it
- The underwriting decision and the terms
- Authority limits — set by you, changed by you
- Full visibility of every file, at any time
We run programmes on our clients' terms and in our clients' names where they prefer. How eClaim appears to the end customer — as eClaim, or as your service centre — is your decision.
Live customer service
The customer service team is staffed, not automated. It answers the phone and the chat, explains the terms in plain language, books the repair and follows up when it is done. It works in Vietnamese and English, and it works to the scripts, service levels and escalation rules agreed with you.
It can sit behind your programme alone, or behind your wider after-sales service — the same people, the same register, the same reporting.