Way4 REST API for claim management enables users of digital banking and digital wallet apps to report transaction issues and request status updates via a convenient self-service interface. This feature reduces the manual workload on customer support teams in branches and call centers. It also helps claim managers to process claims quickly and efficiently, since all customer messages regarding a transaction are automatically consolidated under a single case ID, eliminating fragmentation or duplication.
To initiate a claim, the customer needs to select one of the cards or accounts available in the app, select a specific transaction, and describe the complaint in a text field. Way4 would open a new case in real time.
If a transaction already has an open case, the customer can see the case status, review the history of communications, and submit new comments.
It’s possible to show the customer all claims, both open and closed, for a given period of time. The list of open and closed claims can also be included in the card/account statement.
Previously Way4 supported this functionality for digital channels only through SOAP integration.
A license is required to deploy Way4 REST API for claim management. As a prerequisite, the issuer or wallet provider should also have a license for one of Way4 modules that is based on Way4 Case Management framework.