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Digital Claims Enhancements - July 2024

Digital Claims Enhancements July 2024

Our Latest Customer-Centric Claims Enhancements

We’re excited to share some progress we’ve made in our journey to leverage people, processes, and technology to deliver low-effort claims experiences to our customers and the agents who serve them.

“Progress & Activity” Updates Now Available for 2024 Property Claims 

We’re equipping you with a new self-service feature in Claims Inquiry to help you as you take care of our customers! You can now see a “Progress & Activity” status bar for 2024 Property claims.  

To view this information from the new Agent’s Web Passport:

  • Click on “Claims Inquiry/Loss Runs for Policies” under the “Tools” menu on the right-hand side of the home page
  • Search for your claim, then click the “View Claim” link
  • See the claim status information and new event lines located under the “Progress & Activity” bar near the top of the page

More enhancements to this tool will be rolled out in the future – including similar status information for Auto and Casualty claims and access to additional information from claim file notes. Stay tuned!

Digital Claims Reporting from MyWestfield

The MyWestfield digital claims reporting portal is taking service to a whole new level with the addition of several self-service capabilities designed to get customers on their way, faster. In addition to being able to self-enroll in claims texting, now, when digitally reporting Personal Lines Auto claims, customers can use new self-service capabilities, including the Direct Repair Program (DRP) and photo-based estimating. We've also expanded digital claims reporting for Personal Lines Property claims to include incidents of theft and vandalism.

Claims Texting

We've enhanced claims texting to make enrollment available to customers as part of both the digital and after-hours claim reporting processes.  Our after-hours service provider can now update customers' claims texting preferences to initiate the enrollment process.  If a customer has opted in after hours, they can immediately begin a text conversation with their assigned claims professional.