QFD includes pre-defined correspondence for all supported claim functions and supports multiple channels for correspondence with customers.  Each channel uses a formatting template that simplifies the design process by applying the template to all communications in that channel and allowing the content to be managed independently of branding.  Content rules determine what is included in each letter, regardless of channel (though some content is channel-aware).  Notifications are automatically generated, based on regulatory requirements and configurable settings.

Each of these components is addressed in more detail below.  For additional information about correspondence, such as specific assignments, refer to the Notifications and Responses steps.

Channels

In addition to multiple channel support, QFD also provides the ability to establish rules for when each channel should be available.  For example, a customer may need to “opt in” to digital communications before emails can be sent.  If this information is available to QFD, it can be evaluated before correspondence options are displayed.  Below is a description of each of the supported correspondence channels.

Print

Print is still a popular communication channel, particularly for some customer segments.  Multiple print configurations are supported.

Email

Email provides a timely and low-cost method for communicating with customers.  Emails are generated and transmitted in near real-time and responses from the customer are received much quicker than paper mail.

Secure Messaging

Secure messaging is a digital channel that is similar to email but with enhanced security.  With secure messaging, users must be authenticated before they can retrieve and respond to messages.

Verbal

The verbal channel is used for disclosures that are presented in the confirmation that is displayed during intake.  These items are not transmitted but are recorded in the Communication.

Content

A pre-configured letter package provides all the typical content that is needed to process claims.  This letter package can quickly be configured to match your brand and organization. Variable letter content is displayed throughout the letter package when certain conditions are met.  Review specific content pages for more details.  View the contents of the letter package.

Additional Features

Letter Merging

Letters can be generated based on dispute level actions, such as a pay or deny decision.  Although these actions may be completed on each individual dispute within a claim, QFD will aggregate similar actions that occur within a 5-minute period and combine them into a single letter.  For example, if a user denies a dispute for $50 and then denies a dispute for $100, each action will present a letter content preview and generate a denial letter.  QFD will then identify these as the same action and generate a single letter that references both transactions and the combined total amount, where applicable in the letter.  This applies to all channels.

Undeliverable Mail

When email or print mail transmitted via an integrated service, like our Lob integration, is returned as "not deliverable", a Review Undelivered Correspondence assignment is created.

Workflows

Letter Send

Outbound Email

Inbound Email