Internet Tech Boosts Claims Processing
Software vendors are working hard to leverage the technology advantages of the Internet to develop products that increase efficiency and reduce costs associated with insurance claims processing.
At Scene Genesis Inc. in Rochester, N.Y., an application originally conceived as a means of sending graphic data over the Internet has developed into a full-blown claims management system, according to Robert Blake, the companys chief technology officer. The application, called the "SceneAccess.net" claims system, was launched as an application service provider offering in 1999.
"It was first built to move pictorial data over the Internet and collect digital images from the field," said Mr. Blake. "Now its more of a claims management system," providing damage estimate data on auto claims.
SceneAccess.net will allow insurers "to control the cost of [their] day-to-day claim operations," giving them the ability to communicate the claim assignment electronically "from the beginning of the job to the end of the job," said a Scene Genesis official. The system is designed for use by insurers, independent adjusters and appraising firms, allowing them to "streamline" the claims process.
Mr. Blake described the SceneAccess.net site as "an online clearinghouse–a data center for the insurance company [accessible] to outside providers."
"SceneAccess.net is an online claims system that will allow your company to connect your adjusters to a central communication hub for sharing and storing complete electronic claims folders (digital photos, estimates, documents) accessible to all parties involved through any Internet browser," said Scene Genesis.
The SceneAccess.net site receives information directly from insurer legacy systems, Mr. Blake explained.
"We have tasking systems here that connect to body shops, property adjusters, auto appraisers, as well as the insurers own adjusters," he said, noting that outside adjusters and other involved parties can use the site free of charge.
"Data never has to be re-keyed," he said, pointing to one way in which the system saves on labor and time. The data moves into and out of the particular estimating package that a given body shop or outside adjuster uses, he added, "then it comes back to us and we can display it to the internal adjuster."
According to Mr. Blake, the primary savings achieved with the SceneAccess system come via the use of digital imaging. "You dont have to use the U.S. mail and you dont have man-hours of re-keying data," he explained. "It cuts the time the adjuster has to take to do the claim." Adjusters also dont have to bother with taking and sending Polaroid pictures of an accident scene or vehicle.
SceneAccess.net is Internet Explorer based, noted Mr. Blake, so the only system requirement is a browser. In the area of security, he said the company provides backup systems for its connection. He conceded, however, that problems with a client companys Internet connection could mean that Scene Genesis would have to send out copies of data on CD, making the process slower until systems were back online.
Mr. Blake noted that the cost of using SceneAccess.net is based on a companys volume of claims in a year. The base fee ranges from $3 to $9 per claim folder, he said, with no additional costs for adding information and no recurring fees.
Mr. Blake said SceneAccess.nets customers range from mutual insurers to "some of the bigger carriers. Some of the companies store their own data, but we gather it for them."
Another Internet-based software application that promises to deliver more efficient claim processing is "CS ClaimsPro" from Corporate Systems Inc., based in Amarillo, Texas. According to the companys Web site, CS ClaimsPro is an automated system for administration and tracking of property-casualty claims.
Corporate Systems says ClaimsPro offers a graphical user interface that enhances productivity and helps in training. The company said their product offers consistent claim entry and tracking, as well as elimination of redundant data entry. Features of CS ClaimsPro include check processing, premium and coverage management, and word processing, the company said. Further information is available at www.csedge.com.
ClaimConnect, a claims management system for p-c insurers from PDA Software Services Inc. in Overland Park, Kan., is another application that says it uses the latest technology to "boost the efficiency, effectiveness and accuracy of claims professionals."
According to the PDA Software Web site, ClaimConnect "connects all individuals associated with a claim, including the home office staff, customer and adjuster, resulting in an enterprise-wide claims process that achieves greater adjuster productivity and improved customer service." The site adds that a notebook style interface helps speed the claim process. Details can be found at www.pdainc.com.
Meanwhile, the FREEDOM Group, a West Des Moines, Iowa, unit of Fiserv, Inc., offers "Claims Workstation," a claim management system for all p-c lines. According to the company, the product "quickly delivers a positive return on investment. Claims Workstation integrates imaging and work management technology to facilitate loss notice, adjusting, management and more."
Claims Workstation retrieves coverage and statistical data from policy systems, said the FREEDOM Web site. "Based on company-defined rules, Claims Workstation can assign and distribute claims to adjusters. Adjusters use the system to organize their caseloads and activities," the site said.
The company also said its systems electronic claims files can contain non-structured information, such as scanned mail, faxes, spreadsheets and photographs. "Required letters and forms can be automatically merged with the data in the database and filed within the electronic claim file," the firm said. The system supports a variety of relational databases, said FREEDOM. Details are available at www.freedomgroup.com.
Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, October 8, 2001. Copyright 2001 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.
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