Research and consulting firm Celent has published its second edition of a report that examines how insurers are implementing effective technology into their daily operations.

The 36-page report, which is entitled, "Celent Model Carrier 2008: Case Studies of Effective Technology Usage in Insurance," focuses on 10 different technology touch points for insurers, including billing, document automation, infrastructure and architecture, and underwriting. Most importantly, however, is the report's focus on how technology can exert influence on the claim department, noting several companies who represent the "model" when it comes to implementing claim technology.

There are four key technology elements that Celent repeats from last year's report, which insurers should focus on to improve claim processing. The first is to go paperless and create an electronic file for every case. It further encouraged companies to structure and scan any and all data that is not received electronically. Secondly, Celent said a rules-based workflow and skills-based routing system for claims should be implemented. This allows for claims to be modified and adjusted more easily. Thirdly, the company recommends automating fraud and subrogation referrals and medical bill reviews. Lastly, Celent said adjuster should concentrate on becoming wireless, which will allow field adjusters to transmit site reports, estimates, photos, and other information in real-time, and even issue payment in the field for uncontested claims.

The claim-focused portion of the report also contained three case studies of companies who have implemented all or part of these suggestions and are therefore "models" for other companies to imitate. For a copy of Celent's full report, go to www.celent.com.

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