Internal regulation and internal service support
✓ Flexible Capacity for Your Claims Management
EXCON supports insurers, claims organizations, and real estate companies with experienced back-office and claims adjustment teams in the day-to-day processing of claims. We handle specific process steps, sub-tasks, or entire workflows in claims management—from claims intake through review and monitoring to final settlement.
Whether it’s temporary spikes in workload, cumulative claims, backlog reduction, or ongoing process support: EXCON acts as an external claims department (TPA) and flexibly expands your internal capacity. We ensure that claims are efficiently received, processed, managed, documented, and ultimately settled. Our in-house services can be flexibly combined with our field claims adjustment, network coordination, fraud investigation services, and digital solutions.
Our services in interior regulation
EXCON supports your claims management with experienced in-house and claims settlement teams throughout the entire claims process chain. Our services can be utilized on a modular basis or commissioned as comprehensive end-to-end support from our in-house operations: from the initial claim report to the final settlement of the case.
Our teams work with digital claims files, structured workflows, and software-supported task management. This ensures that processing statuses, missing documents, deadlines, feedback from service providers, and next steps in the process remain traceable at all times.
Our Service Modules
Modular Claims Services for flexible capacity:
- Claims Intake and Digital File Creation
- Service Desk and Central Case Coordination
- Document Management and Request for Additional Documentation
- Review, Classification, and Prioritization
- Fact-Finding and Technical Assessment
- Network and service provider coordination
- Communication with stakeholders
- Task, schedule, and deadline management
- Service-level and process documentation
- Quotes, invoices, and billing
- Case-closing settlement handled by the back office
- Review of suspicious claims by the back office
EXCON can serve as a central coordination point for defined claims processes. The Service Desk handles the operational management of incoming cases, assigns them to processing teams, forwards them to network partners, and tracks open issues.
This is particularly relevant for cumulative events, remediation processes, large portfolios, recurring types of claims, or client engagements involving multiple service providers. The tasks are defined according to the client’s specifications. These may include claim assessment, status updates, scheduling, requesting additional documentation, coordinating service providers, and documentation.
EXCON reviews incoming cases for completeness, plausibility, and the appropriate processing route. Cases can be classified based on claim type, claim amount, urgency, complexity, property type, vehicle status, need for an inspection, need for a service provider, or need for escalation. Digital workflows support the distribution, prioritization, and further processing of cases.
Our in-house teams clarify outstanding issues and prepare the claim for further processing.
If a technical assessment is required, our in-house experts can be brought in. This applies to property and auto damage claims. The results are entered into the digital claims file and are available for further processing.
EXCON coordinates stakeholders and service providers from its back-office operations. In the case of property damage, this may include appraisers, claims adjusters, restoration contractors, tradespeople, drying companies, property management firms, or property managers. In the case of auto damage, this may include appraisers, repair shops, inspection and cost-estimation service providers, towing companies, or mobility partners.
The insurer’s existing service partners can be automatically integrated. Alternatively, EXCON can deploy its own experts or affiliated network partners. Assignments, appointments, feedback, deadlines, and documents are tracked digitally.
EXCON handles operational communication in accordance with defined guidelines. This includes policyholders, claimants, service providers, experts, repair shops, restoration contractors, property management companies, real estate agents, real estate management firms, and other parties involved.
Communication is documented in the event of a claim. This ensures that the current status of information, outstanding issues, and next steps remain traceable. Your customers also have access to their digital claim file at any time via the EXCON order tracking system and can transparently view their case and the next steps.
EXCON digitally manages open tasks, follow-ups, deadlines, escalations, and next steps in the process.
For property damage claims, this includes, for example, inspection appointments, renovation and contractor appointments, feedback from adjusters, requests for additional documentation, and coordination with property stakeholders. For auto damage claims, this includes, for example, adjuster appointments, coordination with repair shops, repair status updates, invoice verification, follow-up inquiries, and settlement procedures.
Service levels, processing deadlines, and escalation rules can be defined for specific mandates. EXCON digitally tracks statuses, deadlines, pending tasks, feedback, and next steps.
The documentation includes case history, communication, assignments, documents, decisions, and closing activities. This ensures that the insurer can track processing status and process quality at all times.
EXCON can handle property and auto damage claims through to case closure. This involves compiling documentation, expert assessments, feedback from service providers, invoices, inspection results, and outstanding issues. Claims are settled in accordance with the agreed-upon guidelines, powers of attorney, and escalation rules.
Case closure is documented. EXCON can handle the final communication with the parties involved.
Flexible Support for Portfolio Initiatives
EXCON also handles time-sensitive and high-volume processes outside of claims processing, such as portfolio reallocations, portfolio restructurings, or policy conversions.
Our teams can take on individual tasks or entire process segments. We work within the insurer’s systems or, if necessary, develop a customized digital workflow that includes data capture, document processing, validation rules, communication, and reporting.
Serving You Nationwide: The EXCON Field Service Network
When digital or telephone claims processing alone is not sufficient, the nationwide EXCON network of qualified experts and field adjusters is there to assist you. From rapid initial contact and on-site inspections to damage assessment, documentation, and settlement recommendations, our in-house and field teams work together seamlessly. This ensures that even complex claims can be handled efficiently, transparently, and with guaranteed quality.
Identifying Risks Before Damage Occurs: EXCON Building Assessment
The EXCON Building Assessment provides insurers and companies with a solid foundation for identifying technical building risks at an early stage, evaluating them in a transparent manner, and developing targeted preventive measures.
This structured risk analysis provides transparency regarding potential vulnerabilities and helps insurance companies prevent claims and reduce claims costs in the long term.
Digital Claims Management and Intelligent Processes
EXCON combines comprehensive claims expertise with modern technology and AI-driven process optimization. Our software solutions enable end-to-end digital processing of claims, from centralized claim files and automated process control to transparent communication, document processing, and analysis. In this way, we transform existing workflows into efficient, scalable, and future-proof claims processes.
When claims volumes rise, processes must scale up
Claims departments regularly face the challenge of reliably processing fluctuating volumes of incoming claims. Following severe weather events, in cases of cumulative losses, during seasonal peaks, when facing staffing shortages, or when dealing with temporary backlogs, additional capacity must be made available quickly without compromising the quality of claims processing or communication with claimants.
EXCON offers a flexible expansion of your in-house claims department specifically for this purpose. Our teams provide support wherever short-term relief is needed: in claims intake (FNOL) and claims processing, file creation, reviewing and completing documentation, coordinating service providers, communicating with stakeholders, claims settlement, and administrative tasks through to case closure.
Project Launch, Digital Workflows, and Reporting
EXCON uses digital claims files, workflows, and software-supported task management. Tasks are assigned, prioritized, tracked, and documented. This ensures that processes remain transparent and traceable at all times. Thanks to our high degree of flexibility, we can take on your claims with a lead time of just 2 to 9 weeks, depending on the complexity of the scope of work.
For claims departments, this makes it possible to manage and scale case volumes, processing statuses, backlogs, turnaround times, deadlines, escalations, expert assignments, service provider and network partner statuses, service levels, settlement rates, line-of-business distribution (property/auto), anomalies, and referrals to specialized audits.
Before we begin working together, we jointly define the necessary operational framework:
- Process steps handled
- Business lines and claim types
- Processing guidelines
- Settlement authority
- Handoff points to the insurer
- Escalation rules
- Communication guidelines
- Use of service providers, network partners, and experts
- Service levels and reporting frequency
- Quality controls
- Procedures for irregularities or suspected fraud
This ensures that the outsourced back-office process for insurance companies remains under control at all times.
Depending on the setup, EXCON operates within the insurer’s existing systems or uses its own software solutions. Thanks to our in-house expertise in AI technology and our in-house software development—which adheres to the highest security standards—we offer not only operational support for claims processing but also consulting services for the automation of claims management processes. Please feel free to contact us at any time to discuss this further.
Experts in back office
Our employees are specially trained within the insurance and rehabilitation industry, have a lot of experience and therefore offer professional help for your requests and those of your customers. They understand your needs and always know what to do, even in the most challenging situations.
Transparent workflows
Our good service quality and the performance of our network partners are supervised and supported by our structured administrative processes within the customer service centers. With the help of our fully digital workflow, we have an overview of the current status of all claims files for our clients at all times.
Comprehensive full service
Our service centers in Neu-Isenburg and Leipzig offer you a personal service from the notification of the claim, the organizational integration of our networks, the time coordination with the claimant and involved partners, the preparation of the offer up to the final invoice or settlement.
