Problem Claims

Lottery Automation

Mitigating risk of lost documents and providing transparency.
Now that’s what we call a Happy Workflow.

custom designed suite of
solutions that provide:




Provides visibility into the status of problem claims, whether under investigation or waiting for documentation, regardless of where in the process.

Reduce the risk of paper files traveling across departments or through the mail — allows for all offices to have visibility in the claim.

Workflow-based process that automates your work and requires only minimal manual data entry, reducing errors and increasing efficiency.

The Situation

Problem Claims

Problem claims that come into the headquarters from regional offices must be investigated and

adjudicated by lottery staff across multiple departments. Required documentation is received via mail. During the investigation documents are produced during the investigation that must be reviewed by multiple departments. All this documentation and progress must be tracked using a shared spreadsheet. There is no visibility into this critical business process. Without transparency into the process across departments, there is a lack of visibility into the overall process. In addition, data analysis, reporting, and auditing capabilities are essentially nonexistent.

Problem Claim solutions

Workflow Automation
Automation Documentation & Data Capture
Approval Management
Dashboard Reporting
Data Integration Across the System

Problem Claims Demo Video

Interested in seeing the details and workflow for Problem Claims? Fill out the form and you will be redirected to view the video. 

Workflow Process Example

Capture Documentation
Scan and organize problem claims and supporting documentation, while leveraging Optical Character Recognition (OCR) and indexing to digitize the paper copies. Also, electronic Unity Forms captures ticket/case information throughout the investigation.
Automatic Routings to Departments
Electronic version of the documents are created that allows for automated decisions based on the business rules you design and we implement.
Database Look-up For Missing Information
If information is missing, rather than searching through paper documents, use the direct look-up function in OnBase to obtain the information you need for your specific problem claim.
Reporting and Visibility
The system is able to provide customized searches and dashboard reporting that display the status and information about any problem claim in the system at any given time.

The Benefits

Workflow-Based Process

Automated routings to the correct approver or reviewer. Timers are available to ensure the claim moves through the process and a approval or review isn’t missed. Reminder notifications are scheduled for when renewals are due. Users can approve, deny or request additional information.


Regardless of where the problem claim stands in its business process, all information and data is available electronically with a customized searching capability and dashboard reporting.

Audit Trail

Since all physical paper forms are electronic, there is a full audit trail to understand where documents are in the process, who approved, denied, or modified the forms as well when those actions occurred.

Minimal Data Entry

This solution requires minimal data entry since all relevant data and information is captured in OnBase. Tools include auto-fill keywords, automatic data transmissions and automated indexing minimizes manual data entry. The result is fewer errors, time spent on menial tasks, and employee frustration.

Ready to eliminate your paper processes?

Your handling of Problem Claims might not exactly look like this one, but download this overview PDF that includes the various solutions and benefits from taking the Filesolve Way approach to increasing your visibility, digitizing your physical paper copies, and automating much of the manual work. 

How did we create this Happy Workflow for Problem Claims?