Ushur launches AI-powered self-service solution to modernize end-to-end short-term disability absence engagement
September 12 2024 - 11:09AM
Ushur, a leader in AI-powered Customer Experience Automation (CXA),
today announced the launch of an end-to-end solution for insurance
carriers offering group and worksite benefits. The new Ushur
solution is designed to streamline communications and information
sharing across the Short-Term Disability absence (STD) journey.
“Approximately 40% of short-term disability applications are
denied, often because the application was not in good order
(NIGO).¹ Missing information that is not acquired during the intake
process is one of the main culprits for causing costly manual
follow-ups, which can result in delays and dissatisfaction,” said
Yvonne Daugherty, Global Head of Industries at Ushur. “With Ushur,
carriers can guide claimants through complex processes, capture
needed data and deliver the best experience possible, all while
reducing staff burden and increasing operational efficiency.”
To address these issues, Ushur has designed and customer-tested
a purpose-built solution that leverages its industry-proven
AI-powered Customer Experience AutomationTM platform to provide
fast, flexible and modular digital engagement for employees and
other key constituents involved in the absence process. This
innovative approach proactively and securely gathers or distributes
education and information interactively, and guides stakeholders
through every step of the journey. This prebuilt and customizable
Ushur solution ensures information security by utilizing
HITRUST-certified, HIPAA-secure channels to protect Protected
Health Information (PHI).
A Fortune 500 group life and voluntary workplace benefits
carrier leveraged Ushur’s STD absence solution to reduce absence
claim processing times from days to hours, with 50% of employees
completing engagements within five minutes. Ushur’s AI-first
solution helped this client increase campaign engagement by 85%
while reducing inbound calls by 42% and increasing NPS scores by
40%.
Ushur’s absence engagement solution proactively delivers and
captures sensitive information through secure and preferred
communication channels, guiding employees through every step of the
complex absence journey. To reduce friction and bottlenecks across
the end-to-end STD journey, the process follows specific steps:
Initiate
- Guide employees through the claim
initiation process as well as next steps
- Proactively and compliantly gather
information critical to claim approval
Streamline
- Gather critical authorizations and
e-signatures
- Automatically save collected
information to leave systems
Update
- Digitally communicate with employee
and employer group admins through two-way, HIPAA-secure digital
channels
- Proactively share process updates and details on next
steps
- Deliver case and care management
support
Return
- Seamlessly collect and share employee
return-to-work date
- Guide and educate employees on the
return-to-work process.
Ushur solutions are specifically designed to provide the fastest
time-to-value with prebuilt experiences for the industry’s most
common and critical needs. To see this absence management solution
in action, register for the upcoming Ushur webinar.
¹Simply Insurance, “95+ Disability Statistics and Disability
Insurance stats.” Simply Insurance. (2024).
About Ushur
Ushur delivers the world’s first AI-powered Customer Experience
Automation™ (CXA) platform and Experience Operating System,
purpose-built from the ground up to intelligently automate entire
customer journeys end to end. Designed to provide delightful,
hyper-personalized customer experiences through rapid issue
resolution and unified, omnichannel engagement, Ushur is the
first-of-its-kind system of enterprise intelligence. It combines
Conversational Automation and Knowledge Work Automation in a
secure, no-code, cloud-native SaaS platform to digitally transform
every step of the complete enterprise customer experience, from
Micro-Engagements™ to entire customer journeys. Backed by leading
investors including Third Point Ventures, 8VC, Aflac Ventures and
Iron Pillar, Ushur’s Customer Experience Automation solutions are
currently in production at some of the leading healthcare and
insurance companies across the globe, including Irish Life, Aflac,
Unum and Cigna.
Media ContactChris
Ulbrichushur@firebrand.marketing415-848-9175