West Bend Mutual Insurance Speeds Claim Processing, Extends Information to Agents with CSC’s Exceed Claims

For years, adjusters used paper forms to record claim information, which was then entered into West Bend Mutual’s claims system by a team of clerical workers. This paper-based process was even slower for about 50 adjusters working out of their homes, and sharing information with outside parties such as agents was problematic.

West Bend needed a claims system that would support the company’s growth and address the need for imaging, electronic funds transfer (EFT) and electronic data interchange (EDI).

Front End Designed, Built by West Bend Mutual

Rather than upgrade its existing claims system, West Bend Mutual talked to CSC about a strategy of integrating CSC’s Exceed Claims component with the company’s legacy policy administration system and new software for check processing and payment reconciliation. Future efforts will include integration with West Bend Mutual’s document storage and imaging workflow process.

The two project teams developed a plan for a “headless” implementation of Exceed Claims. West Bend Mutual built its own Web browser-based screens that access Exceed Claims’ underlying functions and integrated with other Web applications such as log notes, diaries and a centralized client database that stores relationship information such as vendors, providers, policyholders and claimants, while CSC focused on integrating the new claims system with West Bend Mutual’s legacy system.

“One of the major challenges we had to overcome was integration of the new claims system with our legacy system,” said Eric Lapp, project manager, West Bend Mutual. “CSC had a lot of experience in the area of integrating multiple platforms, and we are able to transfer data back and forth between Exceed Claims and our legacy system.”

Faster Claim Service

The new system went into production for personal lines in 2003 and workers’ compensation in 2004. About 50 home office claims personnel and 50 remote employees who work out of their homes throughout the Midwest are using Exceed Claims.

The response from the adjusters has been positive. For the first time, adjusters can access real-time information, which enables them to improve customer service. Eliminating the need for West Bend Mutual’s clerical staff has significantly accelerated claim processing.

“The new system makes the search and retrieval of claim data faster and more effective,” said Tim Wiedmeyer, West Bend Mutual’s assistant vice president of Claims. “Updates to claim files are instantaneous. One of our adjusters had this to say about the system: ‘Records are always accurate and can be relied upon. The system is easy to follow. The speed at which the processing takes place has accelerated twofold so you have more time to handle other issues.’”

Consolidation of Branch Offices

The new system has allowed West Bend Mutual to transform its claim handling process. Claims are now administered directly by West Bend Mutual’s adjusters, allowing the company to redeploy clerical staff and consolidate office locations. The Wisconsin-based company closed five branch offices throughout the Midwest for an approximate savings of $150,000 annually.

West Bend Mutual moved its clerical staff to a centralized claims call center, which was designed to focus on customer service at the initial stages of a claim.

The new system has improved the accuracy of claim reserves. Previously, automatic reserves were established that did not take a full account of the claim details. Now claim representatives can establish and change reserves immediately using the Web browser interface.

The new system also gives West Bend Mutual’s 440 independent agents Internet access to more detailed notice of loss and claim status information.