Expert Tools and Integrated Desktop Manage Claims Faster, Better, Cheaper

In addition to the core claims administration system, you’re likely to see expert software to detect fraud, evaluate bodily injuries, verify repair costs and determine fault. Other tools help manage legal costs, mine historical data and access third-party vendors for bill re-pricing, salvage and repair.

These tools can be a true extension of the claims adjuster, like the technology that gives
TV’s “Bionic Woman” superhuman abilities. They standardize processes and ensure fair, consistent outcomes, but unfortunately they can also be a drag on productivity. That’s why a growing number of companies are rolling out fully integrated claims desktops — with a consolidated view of all tools and support systems.

“You can’t fix every problem just by throwing another tool at it,” said Ray August, president of CSC’s Property and Casualty Insurance Division. “P&C claims organizations need to make their systems as easy as possible to use, so adjusters can spend more of their time closing claims. They need a single sign-on, an integrated desktop and the ability to share data across multiple tools.”

Orchestrating Claims Process

It sounds simple enough: Tie everything together on a single screen, like a home page for claims. But the development team at CSC has taken it a step farther. CSC’s Claims Desktop™ software not only unifies the look and feel, it also orchestrates the entire process.

It’s no surprise that CSC, the P&C industry’s leading software provider, would lead the march toward an integrated claims desktop — particularly with most of the top 50 U.S. insurers using one or more of CSC’s claims admin systems and tools.

What sets Claims Desktop apart is the user’s ability to set rules that manage workflows and monitor progress. The system makes sure the adjuster evaluates bodily injuries and contributory negligence before going to the negotiating table. If a wrecked vehicle is sitting in a salvage yard racking up storage fees, the system alerts the adjuster and, if it sits long enough, the software will alert the adjuster’s supervisor! At any point in the process, adjusters can view an up-to-the minute claim summary and contact history. Using the latest CSC tool, Precedent ID™, adjusters can even compare a claim to related historical claims. So, when adjusters field unexpected calls from claimants, all relevant facts are at their fingertips.

Ushering in the Next Generation

Ultimately, new claims technology is aimed at eliminating complexity. With an integrated approach, senior adjusters will more readily embrace new tools, and training for new employees is fundamentally easier.

“One of our customers’ major concerns is the aging work force of baby boomers,” August said. “Carriers lose decades of experience every time another adjuster retires. Companies can preserve that intellectual capital by engraining rules and processes into their IT systems environment — and deliver the latest technology to a new generation of adjusters who have grown up with the Internet.”

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