Integrations
Duck Creek
How your agents take first notice of loss into Duck Creek, answer from the policy, attach claim documents and handle renewals, with claims decisions left to your team.
If your insurance operations run on Duck Creek, your agents work with the same policy, claims and billing records your teams use. A policyholder reporting a loss out of hours has a complete first notice of loss (FNOL: the first report of a claim) written into your claims system as a structured record. Questions about cover are answered from the policyholder's actual policy, and claim status is read live. The connection is configured during implementation for the lines of business and claim types you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take a first notice of loss | The right questions for the claim type, in the order your process requires, written into Duck Creek as a structured record | A motor accident logged with the time, location, other party's details and whether anyone was hurt |
| Tell policyholders where their claim has got to | The question claims teams hear most is answered from the live claim | "Your vehicle has been booked in for repair and the garage will call you" |
| Explain cover from the actual policy | Cover, excess (the part of a claim the policyholder pays) and exclusions come from the policy record and approved wordings | Whether a comprehensive motor policy covers agency repair |
| Attach documents to the claim | Photos, reports and invoices sent on WhatsApp, email or the web are attached to the claim record | A police report and the repair estimate attached to a motor claim |
| Handle renewals | Reminders and questions about the renewal, using your renewal and billing data | A reminder a month before renewal, with the policyholder's questions answered |
The agent never assesses liability, sets settlement amounts, or approves or declines a claim. Those actions are not exposed to the agent at all, so no conversation can reach them. See Decision boundaries.
How it connects
The agent connects through Duck Creek's standard APIs (application programming interfaces: the documented ways other software exchanges data with it), whether your Duck Creek applications run as Duck Creek's cloud service or in an environment your organisation hosts. It uses a dedicated integration account that your administrators create and control, with access limited to the actions in the table below. The credentials are stored encrypted in your deployment, and every call travels over TLS (Transport Layer Security, the standard encryption for data in transit) version 1.2 or higher.
The connection runs from your deployment in your chosen region. The question flow for each claim type, and how its answers map to your claim record, is agreed with your claims team during implementation.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read policies and coverage | Answering questions about cover | Only for policyholders who pass the identity check you set |
| Read claims | Answering questions about claim status | Only for the claimant's own claims, after the identity check |
| Create claims | Taking first notice of loss | For the lines of business and claim types you choose |
| Add documents and notes to claims | Collecting claim documents | Granted for claims the agent can read |
| Read billing and renewal details | Renewal conversations | Only if renewals are in scope |
| Assess liability, set settlement amounts, approve or decline claims | Not available | Not exposed to the agent |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. Every lookup and write is logged in the audit trail. See Permissions.
In practice
Wadi Assurance, a motor insurer in Riyadh, runs its policies and claims on Duck Creek.
- Ziad messages on WhatsApp after another car reverses into his at a car park. Nobody is hurt.
- The agent confirms his identity, reads his comprehensive policy and asks the motor accident questions in the insurer's order.
- It creates the claim in Duck Creek, gives him the reference and asks for the accident report and photos, which it attaches to the claim as they arrive.
- When Ziad asks who is at fault, the agent explains that the claims team decides liability, and that his handler will contact him.
- A few days later he asks for an update. The agent reads the claim and tells him his car is booked in for repair.
Related
- Insurance integrationsIntegrations
- InsuranceIndustry guides
- Decision boundariesGovernance and control
- PermissionsIntegrations
- WhatsApp: media, buttons and listsChannels
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