At Sedgwick, we offer toll-free claim intake and customer service 24 hours a day, 7 days a week through our internal contact centers staffed with 400+ Sedgwick customer service representatives.
Our contact centers handle over 2.6 million calls annually for all lines of business and offer multiple reporting channels including voice, email, fax and direct web entry through our viaOne® intake module, an online reporting tool that allows the client to enter their claims over a secure internet connection.
We are keenly aware that this is our one and only point in making a first impression and we have made significant investments to ensure this first impression is a positive experience for the caller or web user.
Our dynamic phone system utilizes skill-based routing, coupled with workforce management software to analyze and forecast call volume and staffing requirements. We also leverage IVR technology in our contact centers.
We believe offering self-service channels gives customers an added measure of control to communicate with our representatives when they want to, and how they want to.