Mike Stapleton, senior vice president, claims administration at CNA, responded to some questions about the technology factors that affect the way CNA and its claims unit operate and how technology is affecting the performance—and the demands—of adjusters.
PropertyCasualty360: What is the state of your claims administration system? If it is a legacy system, what are the drawbacks? If you have upgraded your technology, what kind of benefits have you seen?
Stapleton: We have both a legacy system and an upgraded system. Four years ago we started to build what we call One Claim Platform. We have a commercial claim organization and a specialty claim organization. They were on different platforms. On commercial we embarked on a program that introduced a claim platform and we have now upgraded to a current model for commercial claims. That wasdone in November of 2010.
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