3. 3
• Introduction to CED
• History
• Key figures
BUSINESS BACKGROUND
• Maturity model
• Straight Through Processing
• Data driven propositions
BIG DATA
• Market trends
• Strategic choices
• Challenges
STRATEGY
• Please feel free to ask any
further details
QUESTIONS
Agenda
1 2
43
6. 6
• Founded in 1971
• Number of employees 1.150
• Offices in 14 European countries
• Partners in 28 countries worldwide
• Handles approx. 1 million claims per year
• With a total claim cost of more than 2bn euro
• Revenue FY2013: 105 million euro
Key figures
9. 9
• Due to safer
infrastructures
and safer cars.
• Consumers
demand high
service
standards and
web/mobile
channels.
• Due to
Solvency II and
the will to
improve
Combined
Ratios.
• Other forms of
damage
assessment
e.g. based on
statistics and
big data.
Substitutes
Cost
savings
Less
damages
Role of the
consumer
“Market trends demand a shift
in strategic focus”
10. 10
Loss adjustment
Claims Management
Direct Repair
“Market trends demand a shift
in strategic focus”
Loss adjustment
Claims
Management
DirectRepair
Visual representation
current revenue distribution
Visual representation
future revenue distribution
11. 11
• The integration of Claims Management with
Loss adjustment and Direct Repair
• First Contact Resolution
Full service
provider
• Decision making at FNOL
• Up to 80% automation (simple claims)
• Manage the exceptions (complex claims)
Automated
Claims
Handling (STP)
Strategic choices
12. 12
Changing something we (successfully)
did for the past 40 years
Cannibalizing part of our core
business by developing another
Fighting a market image,
based on our strong history
Dealing with unilateral
employee competencies
Batteling our
IT legacy
Strategic challenges
“Disrupt yourself before someone else will”
15. 15
Big Data
Maturity mobel
Current
business
model now
dependent
on Big Data
First
project(s)
show clear
ROI
How does
this work?We’re OK
thanks
Where do
we start?
Continuing
to learn and
enhance
Creating a
new
business
model
0 1 2 3 4 5
Level of Big Data Maturity
Increasing
Big Data
Maturity
In the dark Catching up First
pilot(s)
Tactical
value
Strategic
value
Optimize &
extend
Source: Radcliffe Advisory
16. 16
• Receipt and
registration of
the Claim
• Verification of
the Claim
coverage and
liability
• Evaluation and
assessment of
the Claim
• Financial
settlement
and/or Repair in
kind
• Client data
• Premiums paid
Main Claims process
Notification Verification Assessment
Settlement
and/or
Repair
Coverage check (1)
• Business rules
• Claim history
• External sources
- Credit bureaus
- Kadaster
- Social media
Fraud check
Straight Through Processing
17. 17
• Receipt and
registration of
the Claim
• Verification of
the Claim
coverage and
liability
• Evaluation and
assessment of
the Claim
• Financial
settlement
and/or Repair in
kind
• Event and policy
Main Claims process
Notification Verification Assessment
Settlement
and/or
Repair
Coverage check (2)
• Decision service for
multiple party car
accidents
Liability check
Straight Through Processing
18. 18
• Receipt and
registration of
the Claim
• Verification of
the Claim
coverage and
liability
• Evaluation and
assessment of
the Claim
• Financial
settlement
and/or Repair in
kind
• Based on statistical
and technical filters
estimation of the
damage
Main Claims process
Notification Verification Assessment
Settlement
and/or
Repair
Evaluation of claim
• Based on business
rules initiate
payment or repair
service
Settlement service
• Based on business
rules decide the
repair type and
available and
specialized repairer
Repair service
Straight Through Processing
20. 20
Data driven propositions
Damage history check for cars
•(eg. website or app)
Claim sensitive locations
•(eg. Insurers or local government)
Calculate your damage
•(eg. Consumers: car or property)
Claims data for improving creditscore
•(eg. Banks or insurers)
Perform fraud analytics and/or define
fraud rings
•(eg. Insurers or lease companies)
35. Rietbaan 40 – 42
Postbus 393
2900 AJ Capelle aan den IJssel
The Netherlands
T +31 (0)10 284 34 34
info@ced-claimexperts.nl
Thank you for your attention
Jochem Davids