How is technology streamlining the claims process atyour company and, in your opinion, in the industry as awhole?

Gary Givler, Cincinnati Insurance: At most insurance carriers,Web-based, integrated claims administration systems have shortenedclaim lifecycles by taking communications, documentation,information requests, reporting and system maintenance tasks awayfrom claims handlers. This has freed up industry claims handlers tobe more accurate and productive. At the same time, Web-basedestimating applications have added consistency and driven outleakage for many auto and property lines writers.

Insurers are making further gains with software applicationsthat allow close vendor integrations, manage legal expenses andmake use of repricing networks.

Both carriers and policyholders have benefited from softwarethat:

• detects fraud patterns
• provides faster and more consistent answers to informationrequests
• enables direct access to claims status
• creates claim payments automatically

Real-time systems that can access corporate data stores makeautomated reporting of insurance product performance readilyavailable to actuaries and underwriters. And now, new mobileapplications hold out the promise of increased customersatisfaction as well as reduced costs and premiums.

Are these technologies changing the way adjusters dotheir jobs? Are adjusters focusing their attention/time ondifferent tasks as a result?

Givler: At Cincinnati Insurance, we believe that service sellsinsurance and have consequently focused on removing clerical andrepetitive tasks from field adjusters while at the same timeenhancing their ability to provide cost-effective, onsite services.Technologically empowered adjusters better meet the expectations ofour policyholders and move things along faster. They provide thebest value when making decisions and working with people. Efficientoperations involve focusing adjusters on these higher order tasksand eliminating all distractions and impediments to claimsresolutions.

Is the role of the adjuster changing with your company?Are there issues the industry needs to face concerning the qualityand experience of adjusters?

Givler: The traditional all lines adjuster role, once common inthe industry, has given way to specialization by line of businessor segment of the adjustment process. These new positions requireunprecedented customer management skills and relevant educationalbackgrounds. At Cincinnati Insurance, our objective is to hire andtrain associates who can manage any situation that they encounterand settle claims on the spot.

Has there been a fundamental shift in regard to thevalue that insurers attach to mobile technologies or the ways inwhich these tools are used?

Givler: Mobile technology devices are a combination of hardware,operating systems, networking and software and have been employedby various insurers to do everything from information access tobooking new business. Five years ago, we furnished our field claimsrepresentatives with card-enabled tablets that allowed us toexpedite loss-related communications, revise assignment processes,manage catastrophe claims more effectively and collaborate moreefficiently with our 4,200 company associates who serve and 1,500agency locations in 39 states.

What kind of feedback do you receive concerning customersatisfaction with the claims process?

Givler: According to several recent industry articles, excellentclaims service is a key factor agents use to determine whichcarriers they want to represent. We agree with this researchgiven our experience working with independent agents. As furtherproof, we offer this letter that an Alabama agent shared with usfrom his Cincinnati policyholder client:

“I am consistently approached by companies who wish to saveme money on insurance, but the real measure of insurance is theservice and professionalism extended when a claim isreported. Thanks to your agency and The Cincinnati InsuranceCompany, solicitation for my business by others is an exercise infutility.”

How satisfied are you with your claims administrationsystem? What areas work best?

Givler: The Web-based claims administration system that weimplemented seven years ago has more than met our goals forexpediting claims financials, supporting disaster recovery,providing operational cost control, managing loss information andstreamlining our processes and reporting. It has proven to be easyto change and upgrade as requirements change over time.

How often do you reexamine your processes to determinetheir quality? Any examples of changes you have maderecently?

Givler: We do not wait for the official quality reviews that weconduct every six months to act upon changes that offer a better ormore efficient way to do things. Recently, we automated payments toseveral large-volume service vendors and workers’ compensationfilings to the State of Missouri, allowing us to reassign fourfull-time associates to more value-added tasks.