Avoiding Claims Fragmentation and Leakage Frustration

Many companies today suffer from significant fragmentation, particularly of systems and processes. For claims alone, systems are often complex and disparate, making the delivery of consistent customer service a major challenge as well as contributing towards leakage, which can make a real difference to the bottom line.

When you consider the parties involved in a claim — claims handler, claimant, assessor/adjuster, lawyer, doctor, witness, police, repairer, supplier, salvage company, to name just a few — it’s easy to see how fragmentation can occur.

• Do they all have a consistent view of the claims process, their part in it, or of the relevant data?
• How many ways of interacting with the claims process are available?
• Phone, paper, email, fax, Web pages?
• Do all result in the same ‘view’ of the claim or does some media, or the way the claim is captured by systems, inhibit people’s ability to see a consistent view?
• Do the systems and processes demand too many specialist functions and the risk of ‘silo’ operations proliferating within the claims operation?

In "Fragmentation Frustration," published in the Post Magazine, CSC's George Lillington, director of development for Claims Solutions in Europe, reviews these questions and leads readers though the complex, sometimes tangled web of claims interactions and relationships.

News Article

Fragmentation Frustration
This article in the Post Magazine by CSC's George Lillington, director of development for Claims Solutions in Europe, discusses the pitfalls of fragmented claims processes, the importance of good management across the entire supply chain and the role of technology in driving consistency into processes.