Claims Manager

Need

A Claims Manager with a national claims operation, employing their own assessors and utilising independent assessors in each state required a more efficient method for managing the assessing process, monitoring assessor performance and managing the claims and costs for their motor claims.

Quotes from repairers were received by fax or email (with images) at their head office where the claims team appointed assessors and managed the claims process with repairers, suppliers and policyholders.

Assessors were appointed by fax and sent the relevant documentation which included customer policy information, a quote from the repairer and instructions for assessing the vehicle.

Assessment reports, documentation and invoices are sent to head office by internal and independent assessors by email or fax in varying document formats.

The claims team spent approx 30% of their time managing the assessing function and responding to queries from assessors, repairers and policyholders with a significant impact on case loads and administration costs.


Solution

AutoIntegrity customised the AI Claims system to suit the process and systems employed by this Claims Manager with an end to end solution by streamlining the manual aspects of claims administration.

A paperless office solution was implemented where all of the documents were scanned and stored electronically eliminating the need for printing and filing of all electronic documents. The paper file management system which was a significant drain on resources was eliminated as was the need for unnecessary data entry and re-keying of relevant claims information.

AI Claims was integrated with the Claims Managers policy system to upload all relevant information from the claims system into assessor instructions documentation.

All quotes received from repairers were directly uploaded into AutoIntegrity’s dedicated assessing system with 100% compatibility of quoting systems irrespective of the repairers preferred quoting software.

Internal assessors were given the ability to electronically adjust quotes on-line eliminating the need for communication of assessment reports. This also provided the additional capability of digital image based assessment for those repairs where this assessing method was suitable. This capability was also provided to selected independent assessors on their panel.
Other independent assessors were given access to AutoIntegrity to enable submission of assessment reports in the required format via web access.

All authorities to repair are issued to repairers directly from within the system either by email or fax, by either the assessor or claims staff depending on the nature of the claim.

All repair cost information is captured within the system and is reported to relevant managers as required. Further integration with the Claims Managers system enabled the upload of relevant cost and claims information directly into the Claims Software.


Benefits

Appointing assessors now take 10 minutes a day as opposed to the mammoth administration task required previously.
Assessor allocation and claim progress is managed by a comprehensive job screen showing the exact status of any claim with diary driven deadlines, automated reminders and review dates making management of the assessing function a breeze.

One system is used to manage internal and independent assessors enabling the sharing of resources, management of workflows and utilising additional resources form a single performance based management system.

Assessors can undertake digital image based assessments and apply local knowledge on the suitability of digital image assessments for particular claims and repairers.

AutoIntegrity employs intuitive software design making the transition for a manual system to an electronically based system easy, without the need for cost on-site training.

A paperless office environment saved many hours associated with paper file management and managing the flow of paper in this organisation.

Critical business processes are tracked and managed allowing the proactive management of claims and minimising incoming query calls from parties dependent on the process.

Value

The AI Claims system was implemented on a transaction based fee structure providing exceptional value for money for the client.

A 30% savings in administration resources was achieved with the paperless office capability alone.
Case loads pressure for claims managers was greatly reduced and claims staff were able to focus on the more technical aspects of claims management, reducing claims cost leakage.

Claims cycles reduced significantly resulting in a higher satisfaction amongst those policyholder who experienced a claim.
Cost management opportunities were greatly enhanced with the better availability of reporting and cost data.