ClaimAble Blog

Up until recently, the traditional IT solution for insurance companies was mainframe. Big was best! Some systems were bespoke to the particular requirements of those companies large enough to develop their own; others were available “off the shelf”.

Over time, with legislative and business changes, these systems were adapted, either by the system creators, or by the company’s in-house IT team, usually at significant cost. Often, these changes would in turn create difficulties elsewhere in the system and doubtless there are insurance staff today still using  many “workarounds” to overcome system oddities and eccentricities. In fact many of these legacy systems are now too complex for their functionality to be effectively mapped.

The industry has a reputation for being a bit of a monolith with a reluctance to change. But change is good – especially now. Web based systems are available at a fraction of the cost of their mainframe ancestors. Speed and capacity are far superior; and the storage and retrieval of documents is so advanced that the need for cavernous file storage facilities is lessened. And by carefully choosing the right web based option insurers and brokers will find it to be so intuitive as to eliminate the need for extensive staff system training programmes.

So the battle to keep premiums low but efficiency and profitability high, can be won. The solution is already there. Seek out a web based system and harness the immense power of the internet to transform your business!

The way in which businesses use and interact with technology is changing. The limitless potential of the internet is continuing to grow, and soon the idea of having dedicated servers running cumbersome software will seem as quaint as a steam train.

At least, that is the idea. If businesses are willing to embrace cloud-based software solutions, they could reap huge financial and operational rewards. Software as a Service can help them do this.

What is Software as a Service?

Software as a Service (SaaS) is a new way of accessing and using software. Traditionally, users would install instances of a piece of software on their computer, with an individual installation required for each user. SaaS reverses this labour- and resource-intensive arrangement – and instead sees a single instance of the software installed in the ‘cloud’, with users accessing it through their web browser.

So, rather than having a piece of software like your word processor or CRM solution installed on your workstation, it is instead stored on a central server to which you have access. You navigate to that piece of software using your browser, in exactly the same way that you navigate to any other web page.

It is likely that you have already used software in this way, perhaps without realising it. Google’s popular Docs system is a good example of SaaS. This system allows on-demand access to web-based software suite that includes a word processor and spreadsheet solution, without the need to install anything on the user’s computer.

The business world was initially slow to embrace SaaS. A range of concerns was expressed, particularly regarding the issue of security. But an increasing number of firms are now beginning to understand that SaaS presents them with the opportunity to use the software they need in a way that is cost-effective, resource-light – and, with new encryption technologies, secure.

SaaS and the insurance industry

SaaS has a number of potential applications for the insurance industry. Firms involved in claims handling are likely to find these technologies particularly useful.

Many claims handlers rely on antiquated software solutions to help them organise and manage their claims data. In many cases this software was not designed with their business in mind, and it is often unwieldy or simply unfit for purpose.

Today, well-designed, bespoke claims management software is available as a SaaS solution. This has a range of important advantages. This software can help you process claims more effectively, and at a lower cost. It can also hep to ease the burden on your IT department, and remove the need for costly dedicated servers.

5 ways SaaS can help your business:

1. It is cost-effective

   SaaS solutions are potentially many magnitudes cheaper than their proprietary counterparts. Costs can be saved in two main areas: setup and deployment, and maintenance.

   SaaS solutions are cheap to set up and deploy because someone else does it for you. You don’t need to dedicate valuable resources to understanding and rolling out what could potentially be a complex piece of software. Instead, the provider does the work on your behalf. By the same token, maintenance is conducted by the provider, leaving your IT staff free to concentrate on other tasks.

2. It is easy to maintain

   Most SaaS solutions include constant upgrades in their cost. This iterative approach is characteristic of many SaaS products; new features and patches are rolled out automatically, with no work required on your part.

3. It is scalable

   This is one of the major advantages of SaaS solutions. No longer will you be constricted by factors like server space or speed. Instead, SaaS products will grow with your business. Part of the beauty of the cloud is that if you need more storage, it can simply be ‘turned on’. Your solution expands to fit your operations, rather than your operations shrinking to fit your resources.

4. It is seamless

   SaaS claims management solutions can be easily integrated into your existing workflow. A well-designed solution will enable you to capture and export data in precisely the format you require, with the absolute minimum effort. Software can also be branded to provide a seamless experience for agents and, where relevant, customers.

5. It is everywhere

   Because SaaS solutions are web-based, they can be accessed from anywhere. All you need is an internet connection, and a reasonably modern web browser. Indeed, some claims management products now include smartphone apps, meaning that you can access the information you need even when you are away from the computer.

Software as a Service looks set to continue to grow in popularity – and with good reason. It allows businesses to run the tools they need cost-effectively, and in a sustainable, scalable way. Perhaps most importantly, though, it provides firms with the opportunity to make software work for them, rather than being forced to waste resources battling with burdensome, unwieldy technology.

Claims processing is a complex world. Different firms handle claims in different ways, and individual claims may require their own processes. A flexible approach is therefore necessary.

But despite its intricacies, the claims handling process is ripe for optimisation. It is at the heart of many businesses, and it is amongst the most important points of contact between insurers, claims handlers, and policyholders. A firm understanding of the process, and an intelligent approach to its optimisation, can yield significant financial and organisational benefits.

But first things first – what do we mean when we talk about claims processing, and how does it work?

Claims processing 101

The number of stages required to process an individual claim could vary significantly, and will depend on the nature of your business and of the claim in question.

Most claims handling processes will, however, follow this basic route:

• Submission. The first step is the receipt of a claim. Traditionally, this would involve the policyholder phoning or writing to the insurer or claims handler – but today, claims are increasingly submitted online.
• Assignment. Once a claim has been received, it will be assigned to a relevant handler. This process is often automated, particularly in larger claims handling organisations.
• Evaluation. Once a handler has been assigned, they will begin to evaluate the claim. The evaluation stage could involve numerous other steps and, in complex cases, can take some time. An adjuster might, for example, need to visit any relevant sites, or see damage to relevant items. Often, the evaluation of a claim can require a lot of back-and-forth between the handler and the policyholder. Extra information may be required, including police reports, photographs, and witness statements.
• Decision. Once a claim has been evaluated, the handler will decide whether or not they intend to accept it. This decision will generally be based on a very strict interpretation of the policy wording. In the case of low-value claims, some firms choose to skip the evaluation process and automatically pay out, as the cost of evaluation would be higher than the value of the claim. But this practice generally only applies in a very restricted number range of circumstances.
• Payment. If it has been decided that the claim will be accepted, payment will then be made. The way in which this payment is made will depend on the nature of the claim, and the terms of the policy. It might, for example, involve a cheque being sent directly to the policyholder, for example to reimburse them for work already completed or for a loss. Alternatively, it might involve a payment to a contractor. It might also require the handler to arrange with a supplier for work to be completed. This is particularly common in motor insurance, where many insurers have preferred suppliers who complete work for them.
• Storage. The details of the claim will then be stored. This step has a number of functions. It allows claims handlers and their clients to better understand their businesses, and to improve their models. It also enables realistic financial forecasting. Finally, the handler or insurer may also be required to keep data for compliance reasons.
• Closure. Once the process has been completed, the claim can be considered closed. It is worth noting, though, that denied claims are often reopened, for example if the policyholder brings legal action to contest the decision.

Optimising with technology

It is in everyone’s interests for the lifecycle of a claim (that is, the time between submission and closure) to be as short as possible. Quick, efficient turnaround means better use of resources, lower costs, and happier customers. Optimising this process should therefore be at the top of every claims handling firm’s list of priorities.

Technology has a major role to play in the optimisation of the claims handling process. You simply don’t need, for example, to be storing vital information on paper any more. Instead, well-designed claims management software can help you to organise, retrieve, and manipulate your claims data in an easy, secure way.

Newer technologies like mobile computing and the real-time web also provide significant opportunities for optimisation. It is now perfectly realistic, for example, for adjusters or other agents ‘in the field’ to be provided with real- time claims data, directly to mobile handsets. They can then update this information on the fly, ensuring that everyone has the most accurate data possible at all times.

Claims management software can also help you to fulfil your compliance requirements. By providing you with a sturdy framework within which to store claims data, it helps you to keep and retrieve information that you might have a legal obligation to keep hold of. Additionally, you can use this data to create useful, timely reports that give you new insights into your business.

By embracing some of the new technologies on offer, and considering ways that you can integrate new techniques into your existing working practices, you can process claims more quicker, cheaper, and more effectively.

Loyal customers are at the heart of any profitable business. A sale to a repeat customer is worth almost twice as much as a sale to a first-time buyer – so minimising customer churn is amongst the most important ways that your business can maximise its profits.

Repeat customers are amongst your most valuable assets – and retaining them should be high on your list of priorities. The effective use of bespoke claims management technology can help you to hold onto your customers by streamlining the claims process, increasing transparency, and encouraging communication.

Standing out in a crowded field

The insurance market has never been so crowded – and many insurers are increasingly choosing to compete not on service, but on price.

The apparently unstoppable growth of price comparison sites has meant that many customers now consider price to be the most important factor affecting their purchasing decisions. The continued poor state of the economy, and the downward pressure on business spending that has resulted, have only exacerbated this problem.

This presents insurers with a conundrum. If you cannot (or choose not to) compete on price, how else can you ensure that you stand out in an increasingly congested field – and hold on to the valuable customers you already have?

Great customer service is the answer.

Many customers will only deal with an insurer on two or three occasions: when making a purchase, when making a claim, and when renewing. The claims process is the best opportunity for an insurer to make a good impression, and build brand loyalty. Indeed, if the customer has bought their policy through a broker, the claims process could in fact be the first contact they have with your firm – and first impressions count. By providing an efficient, slick claims process you can help to maximise customer satisfaction, and reduce churn.

Technology and customer retention

Your customers are likely to have three main concerns when making a claim: the ease with which they can make that claim, the decision they receive, and the speed with which the decision is arrived at. Properly implemented claims management software can help you to address all three of these concerns.

Let’s consider the issue of speed. A well-designed claims management solution can dramatically reduce the lifecycle of each claim you receive. This technology provides you with a simple, effective framework within which to store, organise, and peruse claims data. Many solutions offer a very high level of granularity, allowing you to pinpoint the information you need quickly. Additionally, a clear interface helps you to understand the progress of each claim.

When combined, these factors mean that the time between claim submission and decision can be dramatically shortened. Multiple employees can work on individual claims more effectively, and tasks can be easily designated to the relevant individual. Automatic alerts, issued when claims reach specific stages or goals, will also enable you to prioritise and manage your time more effectively.

The decision itself is also a key part of the claims process. Indeed, many customers are likely to consider that decision to be the most important element of their dealings with your business.

Again, good claims management software helps you to come to better decisions, more quickly. By ensuring that your employees have all the information they need, in an easily digestible format, you can help to guarantee that accurate decisions are arrived at as rapidly as possible.

Communication

Communication is key to good customer service and, by extension, to customer retention. Claims management software helps you to communicate better with your customers, and keep them in the loop.

There is no longer any necessity for a customer to be kept in the dark about the status of their claim. With good claims management software, your customers can track the progress of their own claim, through a simple online dashboard. This technology has a number of important benefits. Primarily, it ensures that customers are confident that their claim is being dealt with, and removes the need for them to chase you for information. Secondly, it eases the burden on your call centre staff.

Perhaps most importantly, though, this transparency helps to reassure your customers that their claim has been dealt with fairly – even if it is eventually denied.

Seamlessness

Importantly, these solutions can be built in a way that suits your organisation. A properly integrated solution will capture data from your existing online claim forms, and store it in an intuitive, manipulatable manner – rather than requiring you to spend time developing new question sets.

Customer-facing elements can also be easily branded, and integrated into your existing online presence. This can help to reassure customers that their data is safe, and that they are not required to deal with third parties in order to get their issue resolved. Developing trust is vital if you are to build long-term relationships with your customers – and seamless integration of technology helps to encourage that trust.

An efficient customer retention strategy is necessary for any business to remain profitable. With a claims process that makes effective use of the latest claims management technologies, you can reduce churn, grow your customer base sustainably and, most importantly, maximise your profits.

With the web-enabled world that we live in now, it is all too common for products and services to be reduced to commodities; all of the same color, shape and size and where price is the only differentiator.

This process inevitably leads to price discounting, and there will always be those who continue to cut margins to below what is profitably sustainable. Extreme competition drives prices lower and lower, and customers are rarely loyal, often switching providers annually. They have become savvy buyers, extremely adept at shopping around based on price alone, expecting there to be little variation in products.

How can insurance companies differentiate themselves to retain customers?

A great brand must have points of difference that confirm its quality as being superior. Although, brand name alone is no longer a guarantee of retaining customers. In order to cement customer loyalty, the service provider must demonstrate, beyond price alone, tangible benefits that can only be achieved from their product.

Services that are seldom offered elsewhere but are desired by the customer will be the deciding factor to retain their interest. Building brand loyalty is all about demonstrating superior value. The saying “the value is remembered, long after the price is forgotten” holds particularly true – even, and perhaps more so, since the global financial crisis.

Apple’s iPhone is a classic example, where customers pay many multiples more than they could for lesser model elsewhere, simply because of the value proposition and functionality of the product make it desirable and worth investing in. It this differentiation like this that can make the customer loyal.

In the insurance industry, brands are embracing technology, mobile and the web to deliver a superior experience to customers. As they become more accustomed and reliant on web-based applications, forward-thinking insurers are already investing heavily in ways to exploit the ubiquitous connectivity of their customers.

For example, just as consumers can track a parcel’s location and estimated delivery time via online services, insurers can offer a similar service for claims. Claimants are able to track the progress of their claim online, in real time so as to monitor its status throughout its life. Furthermore, customers can be emailed, or sent a text message, as the status of their claim progresses. This alone is already starting to ease the load on the call centre of those insurers who are embracing such technology.

Quite simply, innovation is the key to product differentiation. And the technologies available today are enabling savvy insurance companies to proactively keep customers informed. This is just one way of enhancing the customer experience and increasing their satisfaction.  With innovative ways to differentiate products and customer service issues, low cost solutions will greatly improve the prospects of retaining customer loyalty.

When customers want what only your company can offer, price is no longer the deciding factor.

There are many aspects of an insurance company that impact on the success or otherwise of the firm. Everything from sales and marketing, through I.T, to prices and policies, just to name a few.

As a mature industry, insurance businesses tend to have similar practices and structure across firms of similar size. However, that said, it is the area of information systems that helps winners distinguish themselves from the crowd, and mobile computing in insurance is the new cutting edge of the elite. Some might say, it’s where the battle for market share is being fought.

Mobile Computing – It’s a Game Changer

Huge companies, with their tens of millions of customers, are rarely quick off the mark when it comes to innovation, and it is here that small and medium sized firms have the opportunity to rapidly seize market share and to head-hunt key personnel.

By empowering their field personnel with smart phones, such as Blackberrys and iPhones, and notebook computers, information can be captured at the source, in a highly efficient way. The proliferation of ubiquitous connectivity could trigger a mushrooming growth in mobile computing in insurance, if it hasn’t already!

Not only has remote access to product, policy and claims information been widely embraced by field personnel, mobile computing is also being found to be a strong recruitment tool. Best of breed people demand best of breed tools to be at their disposal – it’s not all about money when fighting the recruitment battle.

When it comes to increased productivity, mobile devices really come into their own. Not only can data be captured, but information can be pushed out to staff in real-time. By means of a web portal and their preferred smart-device, it has been found that agents willingly sign up for notifications and alerts, actively keeping them informed at all times of things that may require some timely action on their part.

In the past, field agents had to contact the company’s call centre which has a human bottleneck at both ends. Now, direct access via the web helps to streamline things. It enables more work to get done by having all the information at the fingertips of the agent, wherever they might be.

Issues to consider with Mobile Computing in Insurance

Of course, there are issues to be considered. For example, which mobile hardware platform to invest in, the added expense and the steeper learning curve for staff.

But these concerns can be alleviated by gradually transitioning to a new software platform. For example, at ClaimAble, our web app is platform-independent: it works on most portable devices with an internet connection.

We’re investing in platform-specific software such as for iPhone and Android, but for our customers the transition is smooth. They can start using our software on existing hardware and gently roll-out across their workforce at their own pace.

When it comes to choosing hardware, it’s getting to the point where modern smart phones can help the user to be extremely productive. With high resolution displays and cameras, powerful processors and fast 3G connections, field agents can accomplish any impressive amount from a device that fits in their pocket. Whilst laptops still have the edge on raw power, mobile phones and tablets are easy to transport and simple to use.

The decision to invest in mobile is becoming easier and easier to make.

The Human Element

There is a human element that could constrain the adoption of mobile computing in insurance. That is, some experienced people might be reluctant to give up the personal connection they currently enjoy via phone calls to the call centre. However, it is best to let the migration happen at its own speed and for the transition to occur naturally.

That said, training is paramount to increase the rate of adoption of mobile computing. Many people own the right device, but are not using its full potential. Relying on manuals and handbooks for their smart-devices and software is unrealistic – few people will bother. Online media is far more effective and engaging.

For example, teleconferencing can be a useful training tool for mobile computing in insurance. Much of this training is about explaining the benefits and making comparisons with users’ experience of other mobile applications. By using established paradigms the barrier to entry is far lower and staff are quick to learn.

Indeed, it is likely that the vendor of the mobile computing software application will have an abundance of training videos. At ClaimAble we’re working on our own. And in any event, the software should be intuitive and easy to use.

It is important to note that great strides forward can be made with a relatively small investment of time. Online training videos often push users “over the hump” of the learning curve, and they will embrace it all the more willingly as a result. It’s easy when it becomes fun!

Of course, over time the bottleneck of the call-centre can be greatly eased as information is captured at the source and delegated more effectively. Workflows become streamlined and productivity will soar.

All in all, mobile computing in insurance is now becoming a game-changer as firms head-hunt the best talent by having the best tools available, and strive for their field staff to be the most responsive and competent in the field.

Insurers will always have a duty of care to reduce their operational costs in order to stay as competitive as possible in the ever-changing market place. Claims processing is certainly a large component of the total operations budget, and so any initiative that reduces the claims processing cost can only make the insurer more competitive in the market overall.

As a general rule, where a cost is saved, the service level is most likely similarly improved too. That is, most costs are also service blockages and by removing the cost item, the service blockage is removed too.

Mobile computing in insurance is the big category winner for cost savings for sure, and in many respects. Indeed, every cost saving measure discussed here has a technology aspect to it.

Here is our list of top ten ways insurers can reduce claim costs:

1. Field personnel having quick and ready access to policy information online takes a huge burden off of the company’s call centre costs.
   
   
2. The client benefits directly from this higher level of service as a result of field agents being online. There is less churn, greater customer retention and a higher closure rate on deals. Client acquisition costs are therefore greatly reduced.
   
   
3. Often deals are closed on the first and only meeting, freeing up the field agent to prospect for and attend to larger numbers of potential clients more quickly and efficiently with double or triple handling of each potential client.
   
   
4. Further related to the issue of mobile computing, there is a much lower sales-staff attrition rate, and as all business owners know, staff recruitment is a very large and real cost to the bottom-line of the business.
   
   
5. With mobile computing in the hands of loss adjusters, more efficient claims processing leads to a lower processing cost where the file-copying, courier fees and time delays were all real costs that no longer need to be funded.
   
   
6. And while it is not mobile computing for the field agent or loss adjuster, iPhone and ubiquitous connectivity is freely available to the insurance consumer. This makes the process of documenting and photographing (their household contents, for example) together with supporting purchase proof is a very efficient exercise. In fact the list of these cost saving apps is very long indeed. Without doubt, this software in the hands of consumers greatly reduces the insurers concerns about fraudulent claims and those issues pertaining to under-insurance and having to invoke the averaging clause in most insurance policies.
   
   
7. By using the power of web-enabled technologies to keep customers in the loop, with automated text messaging systems built in at every stage of the claims process, and with customers being able to track their claims online, there is a continuing reduction of stress and use of call centre resources, resulting in happier clients.
   
   
8. With the ability for claims data to enter the claims management system at the earliest possible stages in the claims processes, management have increasingly better visibility and the information they need to better allocate the business’s human and financial resources: much like an admiral manning the bridge of an air-craft carrier.
   
   
9. By abandoning legacy computing systems, insurers are able to embrace new technology and stay at the cutting edge of new innovation. So much so, that major events and legislative changes, that may have previously been a resource drain, are easily taken into stride. The constant process of change is efficiently managed and lesser operations soon fall by the wayside.
   
   
10. With operations running efficiently and effectively by the full suite of available technologies, the executive team is able to attend to their most vital role of studying the market place dynamics, and by using analytics and reporting capabilities of their claims management system to correctly plot the sweet-spot for insurance premiums that will sustain the business at its optimal profitability.
    
    

Without doubt, the most astute insurers keep technology developments at the forefront of cost containment, and where appropriate they are wise to outsource the delivery of solutions to the most innovative third party suppliers who specialize in the field.

Claims leakage represents the difference between the amount actually paid out on claims, and what should have been paid out. It refers to the money lost during the claim settlement process from preventable causes; such as inefficient processing, human error, outdated operational procedures and fraud.

Claims software, like ClaimAble, can actually help reduce claims leakage. It all comes down to making informed business decisions and dedicated applications are making this easier and simpler. Identifying claims leakage is a difficult problem. However, equally as difficult, if not more challenging is the task of reducing it! There are certain things that software is inherently good at, such as data analysis, that can result in a dramatic reduction in preventable losses.

As the creators of ClaimAble, we’ve compiled a list of the key features of our claims software that can provide you with the information required to cut down on claims leakage.

1. Speed and efficiency.

By reducing overall claim processing time, you decrease the chances of paying out more than necessary. If the claim is resolved as quickly as possibly, additional costs – such as those incurred by lawyers, contractors and other third parties – are significantly reduced. Claims software facilitates the prompt resolving of claims by helping to establish a common workflow and by providing time saving tools.

2. Trend analysis.

When the number of claims stored becomes sufficiently large, trends can be identified for different types of claims, with consideration of common criteria. This can be a powerful fraud prevention tool and by highlighting claims that fall outside the most common patterns, this potentially reveals erroneous or fraudulent claims. Staff can then make informed decisions on whether to investigate further from a list of statistically unusual claims. The software alerts the user to any activity that deviates from the standard trends and sheds light on potential sources of claims leakage.

3. Data mining and crowd sourcing.

A significant source of claims leakage is the problem of overpaying for labour, contractors, agents and other suppliers. This part of the claims process often involves outsourcing or appointing external individuals or companies. Claims management software can analyse trends over time, finding the average costs paid and display alerts where appropriate if a discrepancy is found as well as making price suggestions based on the market.

4. Increased data integrity.

Sometimes costs can be inflated from erroneous data or missing records. ClaimAble is an example of an application that focuses on increasing data integrity by cutting out sources of inaccuracy such as human error. User interface validation and pre-save checks can go along way to ensuring data stays meaningful and correct throughout the claim life cycle. This ultimately helps reduce unnecessary leakage that might otherwise be incurred by having to retrospectively correct mistakes.

5. Establish business rules.

Part of an efficient claims workflow is being able to handle a wide variety of cases. Flexible claims software can help establish business rules that cater to the majority of eventualities, so staff know how to proceed when a claim deviates from the common path. This reduces the amount of time and resources required to resolve the claim, cutting down on a source of claims leakage.

6. Exception handling.

There are always exceptions to the normal, and being able to handle these edge cases is an effective way to reduce claims leakage. Over paying for a claim can occur as a result of the increased resources that would otherwise be required to manage a claim that requires special attention. Claims software can be sensitive to the nature of such claims, accommodating the additional requirements and alerting users when certain events occur.

There are many other factors that influence claims leakage, but we believe the above list covers some of the significant improvements delivered by effective use of claims software, such as ClaimAble. In providing the tools and information to make informed decisions, claims software can deliver huge reduction in losses by truly leveraging your claims data effectively.

We’re eagerly anticipating the release of Apple’s upcoming iPad on 3rd April! Not only because we like shiny new gadgets, but because this device in particular has huge potential to streamline certain aspects of claims processing. In fact, we’ve invested heavily in getting a portable version of ClaimAble onto both the iPad and iPhone! These exciting additions to our product will be released with version 2.0 in the Summer.

When you look at the power and ubiquity of such mobile devices, in not hard to think of potential use cases when it comes to claims adjusting and management. As the world embraces mobile computing, there are significant productivity benefits for claims processing, simply from the ability to access data on the go. Staff can keep track of claims progress remotely, monitor performance, edit files, among many other things, that would previously require an on-site presence. More generally, communications with agents, contractors, lawyers and third parties will become seamlessly integrated into the workflow, and they will be able to maintain remote contact with their respective offices, submitting information that can be captured at the source, in real-time.

ClaimAble is a web based claims management application, designed to centralise the storage, processing and delegation of the claims workload. A large component of our clients’ operations involves on-site (or remote) workers – such as adjusters, contractors and lawyers – recording information outside of the office while moving from place to place. We think mobile applications, that can run on devices like the iPad and iPhone, will be key to the ongoing success of forward-thinking companies who embrace the technology.

Below are some specific potential use cases that highlight scenarios where we feel mobile computing will radically improve the efficiency and flow of data around the claims ecosystem.

The Claims Adjuster Working On-Site

A claims adjuster starts his day by checking online for today’s jobs. Before leaving home he grabs his iPad and get’s into the car. While on site, the software running on the device allows him to submit information back to HQ. He finishes the report, takes a few photos and updates the status to reflect his findings, all from on location! By the time he returns to the car, his colleagues at head office have already received the information he submitted and are busy contacting the client! The adjuster, meanwhile, is well on his way to the next job…

The Claims Handler

A new member of staff is keen to impress and has recently been working late at the office where she has access to claims files. However, with her new company-issued iPhone, she can get all the information she requires even when out of the office! In fact, the mobile application is so powerful, she can work from pretty much anywhere, and maintain control despite being at home or traveling. As a result, she can work more efficiently, with fewer time constraints and work to a higher standard. She quickly finds that this way of working is modern, flexible and highly productive.

Call Center Control Panel

A call center manager walks around the office holding an iPad running the latest claims software. He can glance down and see real-time performance reports and monitor staff productivity at the tap of a finger. A member of staff then requires authorisation for a particular claim. He opens the file, finds the relevant information and authorises the claim without having to go back to his desk!

We think the mobile computing revolution will positively disrupt how claims data is managed, providing companies with a powerful way to communicate with staff, partners, clients and contractors.

ClaimAble is coming to a pocket near you… very soon!