Grange Insurance Instills Consistency in Claims Handling with CSC’s Colossus

Grange Insurance of Columbus, Ohio, chose CSC’s Colossus in 1998 to help bring consistency and discipline to the way its claims representatives evaluated bodily injury claims. The software tool improved training of new adjusters and helped Grange’s claims service achieve a 90 percent satisfaction rate with its policyholders.

Grange Gives CSC Software High Marks

The $1 billion multi-state carrier uses a suite of CSC software tools to help its claim representatives evaluate bodily injury claims, assess fault and manage legal costs. Grange has recently analyzed its metrics before and after, looking at claims severity, number of lawsuits, litigation fees and more. “Overall, we’re very satisfied with Colossus,” stated John DeLucia, AVP at Grange. “We thought it would really instill discipline and consistency, and that’s what it’s done.”

Achieving Immediate Benefits

About 80 percent of personal injury claims are settled for less than $5,000. Realizing this, Grange chose to focus Colossus on the less devastating end of the market. “Colossus had an immediate impact in how quickly and easily we were able to settle the majority of our bodily injury claims,” DeLucia said. Staff training is also accelerated through Colossus’ online access to claims management and medical information.

CSC Hosting Simplifies IT Support

Grange moved from its in-house version of Colossus to an application service provider (ASP) environment hosted by CSC e-Hub in early 2003. Grange found that concentrating its IT staff on mission-critical systems needs was a better use of its efforts and capacity. “From a pure claims perspective, IT is not our area of expertise. And IT resources are very scarce,” DeLucia said. “So we leave that to CSC’s Web hosting team, because they have the focus and the experience.”

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