Siebel Insurance eService is a Web site through which customers can resolve service issues and view information related to their insurance policies. Some features described in this chapter are only available to you if your company has also licensed Siebel eInsurance or Siebel eHealthcare product options.
Siebel Insurance eService provides customers with the ability to:
- View policy data.
- Submit service requests, attaching supporting documents if needed.
- Report and check the status of insurance claims.
- View and download forms.
- View the current cash value of policies.
- Search for and change healthcare providers.
- Perform a full text search of the knowledge base of frequently asked questions (FAQs) to help resolve a service issue.
- Use the Find feature, a query by example, to locate specific service requests or FAQs.
- Submit a customer satisfaction survey to give feedback about the service they have received.
- Send an email to a service agents.
- Request an immediate virtual meeting with a service agent using Siebel eCollaboration.
- Register for health-related classes.
- Locate health clubs that provide discounts for members of health plans.
- Find out whether a particular drug is covered by their health plan policy.
- Locate affiliated pharmacies.
- Research drug interaction information.
- Locate affiliated businesses that will perform work related to an insurance claim.
Siebel Insurance eService provides these additional features:
- Roles, which allow different customers to see different applets on the Siebel Insurance eService Web site.
- Web pages, views, and applets which can be configured to conform to your business model.
- A salutation applet that greets a registered user on login. This applet can be configured to contain any targeted content such as promotions, service request update information, or a birthday greeting.
- Contact-based login, which minimizes the number of database accounts required to support all customers receiving Web-based support.
- Contact-based data visibility for customers, so they see only their own or their own household's data.
- A history of each user that is readily available to the service agent and which is independent of the channel of communication the user chooses.