Client: Specialty Commercial Auto Insurer

Industry: Property & Casualty

Project Type: Redesign & Implementation

Business Issue:

Insurance carrier sought to improve their claims department’s efficiency to reduce the average claim cycle, reduce the number of claims per adjuster, and improve overall customer service.

Actions:

• Conducted a process analysis of the claims department from claims reporting to file close focusing on improving department efficiency
• Applied principles of specialization to the claims group so the claims adjusters could develop and focus on specialties and core competencies
• Segregated the time intensive processes that distracted claims adjusters from their core competencies and created a dedicated unit to handle those specialty functions
• Identified and implemented need technology that allowed adjusters to perform their tasks more quickly and efficiently