What is a Narrative in claims processing?

A narrative in claims processing refers to a handwritten or typed account of claim events, which serves as a detailed record of the circumstances surrounding an insurance claim. This narrative includes specific information about the events leading up to the claim, actions taken by the policyholder, and any relevant conversations or interactions with involved parties.

The importance of the narrative lies in its ability to provide context and clarity, allowing adjusters and claims representatives to better understand the situation and make informed decisions regarding the claim. It serves as a key tool for documenting the progression of the claim and supports the overall evaluation process by offering insights into the claimant's perspective and experiences.