Improving the Claims Management Process

Integrating intelligent maps

As the single largest expense for P&C carriers, the claims management process is a focal point in driving improved customer satisfaction and increased underwriting profits. In fact, a recent study by Deloitte shows that a single percentage point improvement in claims costs could return significant savings for insurers.
If this is true, then what can be done to improve costs? The answer: build a workflow based on intelligent maps.
Think about the process of managing the response to a catastrophic weather event. Animated weather maps track the storm’s path and intensity only. Once the storm makes landfall the information about the impact and severity may be available, but there is no way to accurately gauge the true area or understand the extent of the damage that has occurred.
Today, responding to customers who have had a loss is dependent on receiving their calls. Adjuster assignments are scheduled based on the order a call is received instead of the more efficient manner of proximity to the location of the adjuster’s last visit. This lag in action can add time to the process. The additional time often times drives higher costs and can increase customer dissatisfaction.
Insurers who have built their claims management workflow on intelligent maps are achieving significantly better results. Real-time event tracking and geocoded customer points, integrated on a map using GIS, simplify and improve the accurate identification of customers in the impact area. Customer information that is stored in the map is used before the event to make reverse 911 calls, plan triage support, and calculate maximum potential loss in real-time. Intelligent maps both in the office and on an adjuster’s mobile device efficiently route customer visits. Mobile maps also give adjusters access to location information, such as “before” photos that improve their effectiveness at the loss site. Maps embedded in dashboards in the back office provide easy to use tools the leadership team needs to effectively staff, manage performance and identify potential fraud. The integration of intelligent maps in the claims process holds the key achieving a percentage point improvement in claims costs or more.

Will using GIS and intelligent maps provide what claims organizations need to make significant improvements in claims costs?

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