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

Mark Hoffman, claims technology manager for Esurance: Claimstechnology continues to play a critical role in the success of theclaims department at Esurance. Our focus remains on providingour employees with the tools they require in order to provideexceptional customer service while maintaining fair settlements inan efficient and compliant manner. With insurers having “todo more with less,” technology innovations are a key driver inkeeping expenses down while maintaining a consistent process ofclaims handling.

Are certain technologies becoming more crucial thanothers? Can you quantify gains in terms of percentages or otherfigures (efficiency, productivity, cost savings, accuracy,etc.)?

Hoffman: Our recent technology focus has centered on automatedworkflow and self-service. We strive to allow our claimsassociates to use their experience to make the best decision basedon the unique nature of each claim. We are diligent inlooking for ways to reduce the administrative steps required forclaims handling to improve the experience for the customer and theefficiency of our claims staff.

Regarding self-service, we have developed functionality toprovide Esurance customers with automated notifications as theclaim develops, current information regarding the status of theirclaim, and links to information to assist them with understandingthe claims process. In the very near future, we expect to deploysimilar functionality to all parties in a claim, not just Esurancepolicyholders.

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

Hoffman: With the deployment of automated workflow projects, ourclaims personnel can spend more time speaking to our customersabout their claims. The focus of our claims employees has shiftedfrom handling administrative tasks to ensuring a more effectivecustomer experience and real-time decision making.

As the marketplace continues to expand the deployment ofself-service functionality, customers have shifted to “expecting”functionality on mobile devices, automated status notifications,and tools to allow for 24/7 communication. As technology becomesmore pervasive, all generations of consumers are demanding accessto real-time information from the companies they do business with,and insurance companies are no exception.

Is the role of the adjuster changingwith your company? Are there issues the industry needs to faceconcerning the quality and experience of adjusters?

Hoffman: The role of the adjuster has become more challengingdue to changes in legislative and regulatory requirements. Technology has played a major role for our claims associates as itsupports them in meeting regulatory requirements while exceedingthe service expectations of the customer. For example,communication was conducted historically via hardcopy letters andphone calls. Today, our claims associates and customers havemultiple electronic methods of communicating back and forth. Beyond meeting the minimum expectations of our customers, we alsoseek to provide a customized experience that allows the customer tochoose the best way to communicate with Esurance. We continue tolook into new technologies to allow additional communicationavenues for our customers and our associates.

Has there been a fundamental shift in regard to thevalue insurers attach to mobile technologies or the way in whichthese tools are used?

Hoffman: Mobile technology has become a major focus for Esuranceas we seek to duplicate and improve upon a desktop user experience.We are seeing exponential growth in consumers accessing dedicatedapps and the mobile Web to obtain premium quotes, view policy IDcards, and claims information. Although it remains challenging tokeep up with updates to mobile operating systems, Esurance isfocused on providing the tools necessary for customers to access“technology when you want it.”

Internally, we are exploring the use of more advanced mobiletechnology for our associates in the field. This includes the useof tablets and creating internal-only apps to drive efficienciesfor our field staff.

Do mobile technologies affect caseassignment, including FNOL, location, and routing? How so? Is it aconduit between various departments within the company or otherliaisons?

Hoffman: Because Esurance has a wide variety of policyholders aswell as access to future customers, we want to provide tools toallow the individual to choose the best experience forthemselves. Some consumers may be comfortable with obtaininga quote on a mobile device, however others may prefer to talk toone of our 24/7 sales associates.

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

Hoffman: Customer satisfaction is a critical factor of oursuccess at Esurance. We employ a number of internal and externalsurveys to obtain both positive feedback and constructive criticismregarding the claims process. Our consideration for process changeis directly influenced by the feedback we receive from customersand other partners we work with to handle claims.

As we receive feedback touting the success of a specific processor experience, we look to expand the use of that tool, process ortechnology in other parts our handling expectations. For example,customers that elect to have their vehicle repaired at an E-starrepair facility using our RepairView online repair monitoringservice consistently report a better customer experience than thosethat don’t. We believe the success of RepairView is directlyrelated to the visibility of the vehicle repair and the ability forthe customer to have real-time access to the process. By addingRepairView functionality to our mobile apps, we expect to spreadthat positive experience to more customers.

Do you monitor social media in terms of customersatisfaction? What steps can you take—if any—to deal withunfavorable publicity about a claim?

Hoffman: We view social media as another way for us to connectwith our customers, and we have teams in place that monitor socialmedia every day and engage with our customers. We use a number ofdifferent tools—including Radian 6, HootSuite and CoTweet—tomonitor what customers are saying about Esurance. If we see acustomer that posts a negative comment or complaint about a claim,we respond immediately via that medium, whether it is Facebook orTwitter. We then work to get the conversation offline to try andhelp the customer in a private manner via phone or email with oneof our dedicated claims reps. We also use social media to thank thecustomers that talk about the positive experiences they have withEsurance.

How satisfied are you with your claimsadministration system? What areas work best?

Hoffman: Esurance currently owns the source code for claimsmanagement and policy systems and nearly all development iscompleted internally. We work closely with our external partners todevelop and maintain effective and high-performinginterfaces. Our focus has been to provide a singleapplication that can used by our associates. In scenarios wherebuilding functionality within our system is too complex or requiressignificant effort, we have built deep integrations viasingle-sign-on processes.

What inroads are you making in the area of self servicefor claimants?

Hoffman: From a self service perspective, Esurance is makingsolid progress in allowing policyholders to access more informationabout their claim 24/7. From online claims reporting to automatednotifications, we are working on functionality to providenon-policyholders similar access to important claims data. Today,RepairView is available to Esurance policyholders and other partiesinvolved in a claim. We continue to see the enhanced customerservice benefits of allowing customers to monitor their vehiclerepair via the desktop or mobile device.

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

Hoffman: We are always looking at potential improvements to ourclaims processes. Ultimately, we want to reduce administrativetasks and accelerate adjuster efficiency so that we can improve thecustomer experience.