There is movement among insurers to improve both the quality and speed of their claims at three important points in the claims process, according to Jim Kinzie, senior manager and co-leader of Deloitte's claims practice.

o In the front end, when insurers are capturing and triaging the claims.

Mr. Kinzie reports a movement among insurers toward interactive voice response where the customer service process can be scripted without human intervention. Many companies have a phone infrastructure but have not leveraged its capability, he added.

“Basically, [the system is] tailoring and scripting the data capture so as the claim comes in via a first notice-of-loss component, there is an ability in the new solutions to script the call center rep with what questions to ask, when to ask, and why to ask,” he explained. “That's much more advanced.”

o The middle process

This is what Mr. Kinzie describes as the investigation and evaluation of the claim–where he reports carriers using a multimedia approach as they move toward a paperless file.

Tools such as digital photos, imbedded voice files, and actual video in some files can reduce paper and cycle-time costs, while carriers also are using telematics to manage logistics on a claim, he noted.

o The final phase

In what Mr. Kinzie describes as the settle-and-recover closing phase, “there is movement toward e-signature to get straight-through processing, [electronic data interchange] and e-settlement as companies move to either online or self-service to settle claims and issue payments.”

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Insurers Upgrade Three Claims Segments

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