Filed Under:Carrier Innovations, Technology Solutions

Intelligent Application of Automated Workflows

Managing Claims, Litigation Tasks

It is no surprise to find that, in most lines of business, claims managers are assuming heavier caseloads. With 250 or more open files to manage, mastering the multitude of timelines involved with litigated claims drains precious time.

The claims manager’s law firm and staff counsel partners provide critical support and expertise in shouldering the added burden. Even with this assistance, the claims organization is ultimately accountable for managing critical dates and growing legal expenses in an environment where carriers demand ever-increasing transparency and greater control over operational decisions. Often, technology is expected to offer answers. Of course, technology alone can only do so much. To answer all of the questions involved, one must examine the impact of applying technology to the litigation management process and what considerations must be met in order to reach a successful application.

The efficiencies of automated workflow are best realized when deployed in a truly shared environment. In the mainstream, this means leveraging secured cloud or Software as a Service (SaaS) technologies that are purpose-built to enjoin parties around matters for focused collaboration, regardless of geographic or organizational structure. Importantly, and unlike many portal offerings, administrative and security control should still rest with the primary consumer (the carrier). Litigation management workflows frequently involve collaboration across systems or, at a minimum, through a firewall. Panel counsel frequently has no direct access to the claims system, thus leaving the adjuster and counsel to manage workflow through email.

SaaS-managed and delivered workflow reduces adjuster workload and enhances the process through the sharing of information within a single system. Pushing that information automatically to the claims system and central file or document repositories can similarly be managed through integration, leaving the adjuster to focus on case strategy instead of data management. Deposition summaries, invoices, and emails, for example, may all be included in the case file through an automated push of data from the collaborative application to the carrier’s document system—again, without asking adjusters or administrators to “upload” and “download” material for the sake of improved collaboration

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