Glossary
Below are key terms frequently used in this guide
Insured - A person or institution covered by an insurance service offered by a Companies client.
Insurer - An insurance company that provides insurance services. This company has entered into an assistance services agreement with Company and is authorized to engage in insurance activities in accordance with applicable legal requirements.
Client - An insurance company or any third party that has entered into a service provision agreement with Company and requires assistance services.
Claimant (alternative to "Victim" / "Injured Party") - A person who has experienced damage or loss and is seeking coverage or compensation under an applicable insurance policy.
Agent (alternative to "Officer") - A Company employee responsible for administering insurance cases.
DESK - The internal Company application used to manage insurance cases. The application is accessible via a standard web browser at a designated URL.
Self-Service - A web-based platform (accessed via a specific URL) enabling insured individuals or claimants to register claims and provide any necessary documentation or additional information.
eClaims - A public-facing website through which claimants (i.e., those who have suffered damage) can register and report their losses.
Domain - An internet administrative area managed by Company, identified by a unique domain name. Company-managed domains host or provide access to the DESK application, the self-service, and related web portals.
Case - A record within the DESK application or the self-service platform documenting a reported incident, including all relevant details, evidence, and communication logs.
Payout - The amount of money an insurance company disburses to the policyholder (or their beneficiary) when a valid claim is approved and settled according to the policy’s terms.
Guarantee of Payment (GOP): A formal commitment issued by an insurer to a healthcare provider, confirming coverage and guaranteeing payment for specific medical services on behalf of the insured.
Payout Notice: An official notification from the insurer confirming the approval and details of a claim payment, including the amount, recipient, and payment method.
Compensation - The monetary or other benefits provided by an insurance company to cover the insured’s loss, damage, or injury, as stipulated under the policy terms.
Dashboard - A section of the DESK application offering aggregated information about cases, such as:
The cases relevant to a specific Agent
The total number of cases in the system
The types of insurance events being reported
Newly added cases
Any cases not yet assigned to an Agent
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