In the auto physical damage arena, it takes a lot to arouse theexcitement of seasoned claim appraisers and handlers. AfterHartford introduced its new Claim Expediter wireless mobile system,however, positive feedback started pouring in from our appraisersand claim handlers.

"Our insured woke up this morning to find that someone hadsliced through her convertible roof with a razor or knife," wroteone of our appraisers, shortly after being equipped with the newtechnology. "She called in the claim this morning. I received theassignment [on my laptop] driving in my car at 9:30 a.m. I madecontact with her and was able to hand her a check and copy of herestimate for the repairs at her job at 1:30 p.m."

The increasing availability of wireless technology in most majorareas of the country, combined with The Hartford's determination toimprove customer service, is what has made Claim Expediterpossible. What makes it unique is the complete and totalintegration of all estimating sources. The Hartford's fieldappraisers, network body shops, and independent appraisers receivenew assignments and transmit completed estimates, total lossevaluations, and digital images via the system, thereby creating asingle repository of data for all estimating sources.Claim-handling staff can gain access to the system in order to viewthe status of all appraisal assignments, which streamlines andenhances our ability to respond to any customer or internal inquiryon a claim.

We equipped more than 180 of our auto appraisers in all sixregions with rugged, waterproof laptops that feature touch screensand built-in, wireless modems. These powerful tools allow our staffappraisers to receive assignments within minutes of our receivingthe loss report, and to send completed estimates, total lossevaluations, and digital images back to our claim systemimmediately upon completion – all by wireless transmission. Thesystem is built upon a customized version of CCC InformationServices' Autoverse web-based platform, which has been integratedwith our claim dispatching and handling systems.

Although it is early in the process, we estimate that ClaimExpediter has the potential to remove days from claim cycle time.We also anticipate a reduction in vehicle rentals by more than oneday, and a reduction in storage costs for total losses by more thantwo days.

The Process

Traditionally, field claim appraisers would have to connect to aland line, either in the morning before starting their days or inthe evening when they returned home to receive new assignments andsend completed estimates. Claim Expediter makes possibleexperiences like that of one claim field appraiser, who received anassignment wirelessly and was able to inspect the vehicle andcomplete the appraisal within two hours of its being reported bythe insured. Upon reviewing the completed estimate and digitalimages on her system, the inside claim handler noted the time theloss was called in and contacted the field appraiser, asking how ithad been possible for him to have completed the estimate soquickly.

"The claim handler was blown away when I responded that I'd justreceived the assignment," said the field appraiser. "And I, inturn, was blown away when I heard that The Hartford could trackcycle time by the hour and that my cycle time on this claim wasonly two hours."

The process is simple and straightforward. When a customerscalls in a claim, one of our customer service representativesmatches the customer's ZIP code with an estimating source. Thecustomer can use either a Hartford network body shop or choose towork with a Hartford-trained appraiser. Appraisers receive theclaim details wirelessly via Claim Expediter. With all theinformation right on their laptops, appraisers can go to seevehicles, take digital photos, write on-site estimates, and sendthe information back to the insurer — all before returning to theiroffices. This completely eliminates the need for appraisers toconnect to land lines to receive new assignments and submitcompleted ones. In most cases, Claim Expediter allows adjusters tocomplete estimates or total loss evaluations, provide customerswith copies, and write checks on the spot.

Such service can be of significant benefit to our customers,especially if they are traveling, as evidenced by the followingexample. "Our Vermont auto field appraiser received an assignmenton Friday at 1:30 p.m," said one supervisor. "The insured wastraveling from Vermont back to his home in Florida when he had anaccident." A field appraiser went to the vehicle, appraised thedamage, sent the total loss evaluation request to CCC via wireless,and instantly received the actual cash value figure. "The entireprocess was completed by 4:30 p.m., which enabled the insured tomake critical decisions on how he would complete his travelitinerary back to Florida," the supervisor continued.

Claim Expediter also allows our claim handlers to track eachindividual claim, through each step of the process. In addition,the system's on-site digital photo capability is a real advantage,saving time and money associated with having to download images todiscs and mailing them into the office.

Rave Reviews

So far, Claim Expediter has been a complete success. The programhas been in development for the past three years, and has come inon time and under budget. More importantly, however, The Hartfordand its customers are realizing significant benefits in customersatisfaction, improved productivity, expense reductions, andindemnity since the system's introduction. We are seeing savings ininternal processing, postage, and administrative costs alone; andbecause our claim cycle times are being reduced, there areindemnity benefits associated with lowered rental and storagecosts.

These dollar-and-cent estimates are only one side of the story,however. The following feedback from some uncharacteristicallyexcited claim appraisers across the country is a more eloquentillustration of how the system is benefiting our claim handlers andfield appraisers, as well as our policyholders:

"I have gotten assignments while on my way to one appointmentand was able to see both vehicles," reported one user of thesystem. "This is very helpful while at a frequently visited repairshop. There is nothing worse, in an appraiser's world, than to goback to a shop or a residential subdivision that you visited theday before. It's nice to be on the cutting edge of technology."

"Last week I received two claims and was able to complete bothin about one hour," related another. "The first insured was out oftown for the week, but she chose to use our Customer Repair ServiceProgram, so I was able to contact a participating repair shop andarrange for them to pick up the vehicle and get started – allwithin the first hour. I received the second assignment at 8:54a.m., contacted the insured and completed the estimate at his homeat 10:05. Both of these claims were in the outskirts of myterritory, and this technology saved me about 100 miles of drivingthat day. If I hadn't caught them right away, I could not havecompleted them until the next day."

"I was driving to an assignment and was stopped at a red lightwhen I received a new assignment," said a third appraiser. "Ilooked at it and realized I was stopped right in front of ourinsured's residence. The only thing that stopped me from seeing thevehicle in one minute instead of the five minutes it took me wasthat I was past the driveway, could not back up because of traffic,and had to go around the block."

This technology has initiated a cultural transformation amongour claim staff to think of cycle time in terms of hours ratherthan days. It clearly positions us to provide customers with thekind of claim experience they deserve.

Martin J. Iverson is vice president, auto physical damage at TheHartford.