Insurance Enquiry Case Management
To Learn More About Insurance Enquiry Case Management
What is Insurance Enquiry Case Management?
An Insurance Enquiry case covers a resident question or claim related to the landlord’s buildings insurance or the resident’s own contents insurance. Triggers include flood, fire, break-in, escape of water, storm damage and accidental damage. The landlord’s role is to support the resident through the claim, coordinate with the insurer’s loss adjuster and repairs programme, and signpost to tenant-friendly contents insurance schemes for anything not covered by the buildings policy.
Insurance Enquiry — End-to-End Workflow
- Logged — insurance enquiry or claim raised through any channel into one Insurance Enquiry case on Propsys360.
- Acknowledged — resident acknowledged with expected timescales and the named claims contact.
- Investigated — damage evidence gathered (photos, incident detail); cover type determined; any linked repair or disrepair case referenced.
- Actioned — buildings insurer notified; loss adjuster coordinated; contents-insurance signposting shared; emergency repairs arranged.
- Resolved — claim settled or signposting complete; reinstatement works delivered; resident confirmed satisfied.
- Closed and learned — case closed; portfolio claims data sharpens risk management and premium negotiations.
Insurance Enquiry Case Management in Propsys360
- One record, one version of the truth — every Insurance Enquiry case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Repairs for reinstatement works, Asset Management for the property, Complaints where escalated, and Customer Portal for resident self-service — so the insurance enquiry context is visible without hunting across systems
- Stage-driven workflow — enquiry received, cover confirmed, claim actioned and resident supported — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their insurance enquiry case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by Insurance Enquiry Case Management
Contact Centre / Customer Service Advisor — answers common insurance questions with cover type and signposting already loaded; emergency claims are escalated without delay.
Housing Officer / Tenancy Management — sees claims in flight on patch and factors them into visits and resident updates, avoiding contradictory communications.
Insurance / Risk Officer — runs claims on live data, with loss adjusters, repairs and resident communication all captured on the same record for premium-review reporting.
Team Leader / Service Manager — dashboards show open insurance enquiry cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across insurance enquiry and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
- Integrated
- Seamless
- Modular
- End-to-End
Propsys360 empowers social housing with streamlined property operations, advanced technology, and focused resident support through a comprehensive housing management system, integrating property management software and tenant management solutions for future-proof housing management.
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Our Clients
What Our Customers Have To Say
The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business while achieving substantial industry cost savings.
Their integrated agile project teams deliver across a range of business requirements in partnership with our Product Owners, such as System Enhancements, Data Integration & Cloud Migration, enabling Notting Hill Genesis to accelerate our digital transformation goals.
In partnership with Neo Technology, we have enhanced this solution by leveraging the capabilities of Azure Integration Services. This integration enables seamless agent engagement and efficient work status sharing between the Omnichannel system and our SaaS-based work allocation platform.
The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.
This achievement was made possible through the expertise and dedication of Neo Technology. We extend our sincere thanks to Neo Technology for their invaluable support.
