Insurance Management And Claims Communication: Digital Traceability To Reduce Conflicts

Where Most Conflicts Arise

In the insurance sector, claims management concentrates a very relevant part of claims, conflicts, and legal proceedings. Not always due to a poor technical decision, but due to disagreements about what was communicated, when, and under what terms.

Claims opening, documentation requests, expert designation, indemnification proposals, coverage rejections, or case closures are communications with direct legal impact. When the insured questions having received a notification or denies its content, the problem stops being operational and becomes evidentiary.

Conventional email, although widely used, does not offer sufficient guarantees in this context.

The Importance Of Accrediting Deadlines And Decisions

In claims processing, there are:

• communication deadlines,
• response deadlines,
• formal requirements,
• decisions that must be notified irrefutably.

Not being able to demonstrate these communications can imply:

• reopening of closed cases,
• extension of unforeseen coverages,
• administrative sanctions,
• loss of avoidable legal proceedings.

The challenge is not only to communicate, but to be able to accredit the communication objectively and neutrally.

Certified Email: Irrefutable Proof In Claims Communication

Certified email allows preventively accrediting:

• the exact content of the message,
• the attachments sent (reports, expert opinions, conditions),
• the date and time of sending,
• delivery to the recipient’s server.

In insurance management, it is especially useful for:

• claims opening and confirmation,
• documentation requests to the insured,
• expert or workshop designation,
• communications of coverage rejection or limitation,
• indemnification proposals,
• case closure notification.

The key is that the evidentiary validity does not depend on the insured opening the email, but on the communication being made available to them in an accredited manner.

Electronic Signature: Acceptance, Conformity, And Closure

In many claims processes, it is necessary to collect:

• acceptance of indemnification proposals,
• conformity with repairs,
• waiver of subsequent claims,
• acceptance of case closures.

Electronic signature, simple or advanced depending on the case, allows:

• formalizing insured decisions,
• guaranteeing the integrity of the signed document,
• legally linking the parties,
• reducing future ambiguities.

Combined with certified email, it allows a complete and recurring flow: notification → acceptance → irrefutable proof.

Automation For High-Volume Insurance Environments

Insurance companies, brokerages, and claims management platforms operate with high transactional volumes. Certification must be naturally integrated into existing systems.

Evidence Query Via API

The certified email API from eEvidence allows:

• querying sending and certification statuses,
• verifying deliveries,
• downloading evidence certificates (eEvid).

The API is not used for sending, but for querying and exploiting evidence from core systems (claims management, CRM, ERP).

Electronic Signature Integrated Via API

In acceptance and closure processes, the signature API allows:

• launching signature processes,
• querying statuses,
• retrieving signed evidence,
• integrating signature into digital claims flows.

Events And AMQP Queue

For larger-scale projects, eEvidence offers:

• dedicated AMQP queue for event publishing (FIFO),
• real-time notifications,
• direct integration with claims management systems.

In certain scenarios, it is also possible to implement webhooks for event delivery.

This architecture allows proactive and continuous management, not one-off.

Less Conflict, More Trust

When the insured receives clear, certified, and coherent communications, and the insurer can demonstrate each step:

• claims decrease,
• legal disputes are reduced,
• claims closure is accelerated,
• perception of transparency and professionalism improves.

The value of certified email and electronic signature is not in conflict, but in preventing the conflict from escalating.

Frequently Asked Questions (FAQs)

Does Certified Email Replace Registered Mail In Claims?

Yes. It offers the same evidentiary validity, with greater speed, lower cost, and total digital integration.

Is It Mandatory For The Insured To Sign Electronically?

Only when express acceptance is required. Many notifications are covered only with certified email.

Can It Be Integrated With Claims Management Platforms?

Yes. Through automated email sending and event tracking and evidence download via API or AMQP queue, without altering existing flows.

Is It Useful For Audits And Regulatory Supervision?

Yes. Evidence allows demonstrating compliance with deadlines and communications before auditors and supervisors.

Conclusion

Claims management requires more than operational efficiency: it requires continuous legal security.

The recurring use of certified email and electronic signature transforms insurance communication into a trust infrastructure, reducing conflicts, protecting decisions, and reinforcing the relationship with the insured.