Ohio Mutual Empowers Adjusters And Improves Claims Efficiency

Ohio Mutual Insurance Group protects more than 120,000 farm, home, auto and business policyholders. Each year, the company’s 60-member claims organization manages about 30,000 claims, creating numerous challenges to meet rising customer service expectations. Lightening that workload with CSC’s POINT IN Advanced Claims represented a priority for the Bucyrus, Ohio-based company. Ohio Mutual wanted to give claims adjusters digital capabilities that would improve their efficiency.

Converting to Digital Processes

Since implementing Advanced Claims, the lag time adjusters used to face due to a paper-intensive environment has evaporated. When an accident took place in pre-digital days, there would be a day or two’s delay getting a claim assignment as paper wound through the process. Today cell phones let policyholders call in accidents at the scene. Thus, they expect instant service. Rising service expectations place more emphasis than ever on fast, efficient claims adjudication. “It immediately improved our productivity and efficiency,” said Mike Brogan, vice president of Claims.

Improving Claims Data and Analysis

Electronic tracking of transactions has proven to be a great asset when going into court and dealing with related auditing matters. Reporting and analyzing data improved. The new reporting capability now provides the president and senior management team hourly reports that reveal how a storm affects current reserves and payments. Advanced Claims reporting lets the company send more resources and lets underwriting and accounting know where to expect the heavy damages will be. "When you have a catastrophe, you can easily start losing track of where these claims are and where you need to send your resources," Brogan said. "The reports from Advanced Claims have helped us the most because we can slice a report and organize it in many different ways to focus on different areas."

Benefiting from the CSC Community

As for working with CSC, Brogan said, “What I like about CSC is the fact that CSC always has people who are dedicated to claims, people who can talk about claims and understand the business. Whether it’s coming to a seminar or having different people visit or talk on the phone about new products, CSC people understand that claims are ever-changing, as are underwriting and sales. CSC seeks our advice and opinions and works with us to stay current on the industry.” Brogan added that he also values CSC’s efforts in bringing claims professionals together. "When I come to CSC events, I meet people from other companies, some whom I knew years ago, so there’s some camaraderie there when you see each other and learn together in a professional environment," he said.

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