How to properly set insurance-related ticket properties to categorize support requests
The AI Ticket Categorization app is a powerful AI tool for efficiently categorizing tickets related to insurance industry.
By utilizing this app, you can streamline the process of addressing customer inquiries and issues, ultimately enhancing the overall customer experience.
In this article, we recommend considering several key properties for ticket categorization. These properties address common support requests that may occur in an insurance company such as the nature of the issue and the product or online service the ticket is about.
By carefully analyzing and assigning these properties to incoming tickets, you can prioritize and address them in a timely and effective manner.
Property List
Here is a list of properties that we recommend using to make the most of the app and get the best results in terms of segmentation and ticket management.
The following information are suggested for each property: name, description and values.
1. Property name: Insurance Type
Description: "The types of insurance policies the issue being reported is about."
Values:
- Auto Insurance
- Home Insurance
- Health Insurance
- Life Insurance
- Travel Insurance
- Pet Insurance
- Business Insurance
- Renters Insurance
- Disability Insurance
- Liability Insurance
2. Property name: Claims Issues
Description: "Issues or dissatisfaction with financial services and products."
Values:
- Claim Filing Assistance
- Claim Status Update
- Denied Claims
- Claim Documentation
- Claim Payment Issues
- Adjuster Assignment
- Claim Disputes
- Fraud Investigation
- Emergency Claims
- Claims Processing Delays
- Other
3. Property Name: Billing and Payments
Description:
"Inquiries and issues related to insurance policy billing and payments."
Values:
- Billing Statement Questions
- Payment Processing
- Automatic Payments Setup
- Payment Due Dates
- Late Payment Fees
- Refund Inquiries
- Premium Payment Options
- Invoice Corrections
- Policy Reinstatement Fees
- Payment Method Changes
- Other
- Not Specified
4. Property name: Technical Support
Description: "Assistance with technical issues related to accessing and managing insurance policies online."
Values:
- Online Account Access
- Password Reset
- Mobile App Issues
- Website Navigation
- Document Upload Problems
- Online Payment Issues
- Email Notification Settings
- Account Information Updates
- Technical Errors
- System Downtime
- Other
- Not Specified
5. Property name: Customer Service Requests
Description: "General requests for assistance and customer service inquiries."
Values:
- Agent Contact Information
- Policy Cancellation
- Policy Changes
- New Policy Quotes
- Feedback and Complaints
- Account Updates
- Appointment Scheduling
- Emergency Contact
- Customer Support Availability
- Service Feedback
- Other
These properties serve as guidelines tailored to common insurance industry support scenarios. You are encouraged to personalize them to suit the unique needs of your business.
If you need support, please don’t hesitate to contact us at apps@exelab.com.