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Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
Choosing the Right Path to Improving Your Claims Systems
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Choosing the Right Path to Improving Your Claims Systems

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  • 1. Choosing the Right Path to Improving Your Claims Systems - Patti Griffin America’s Claims Event – June 19 to 21, 2013, Austin, TX
  • 2. Accenture Software
  • 3. Copyright © 2013 Accenture All rights reserved. 3 World Class Software • 725+ Accenture Software P&C employees. • Accenture P&C Software is built on decades of Insurance software experience. • Supports the full range of Property and Casualty lines of business across the insurance organization. • Our software has been “battle tested” for performance and scale by some of the largest P&C Insurance Companies. • Accenture Software Client Services provides global and cost effective coverage for all of our Insurance products around Policy, Billing, Claims, and Data Migration. • We build software with legacy environments and the practical application of technology in mind. • Technology innovation is at the heart of what we do – Multiple delivery models – Multi geography – Cloud-ready Powered by Accenture • Accenture Software applies the best of Accenture’s knowledge and experience. • Our software is designed leveraging Accenture’s deep industry knowledge and understanding of high performance business processes. Insurance Customer Facts • Our solutions have been embraced by 100+ Global P&C Software Customers. • And has Processed: – Peak catastrophe activity of over 42,000 claims per day – 750,000 policies quoted in single day by single system Accenture Software for P&C
  • 4. Copyright © 2013 Accenture All rights reserved. 4 A Complete Property & Casualty Suite Streamlines processes and get products to market faster and enables agents and underwriters to communicate Unsurpassed rating and rules engine utilized as a black-box rating engine or as a component within policy administration Off-the-shelf complete product definitions for all ISO commercial lines of business plus workers’ compensation Delivering ultimate flexibility, performance and efficiencies for billing and receivables management processes An innovative new product definition and configuration suite that allows business people to make market changes Quality – Innovation – Speed – Performance – Flexibility End-to-end claims management solution covering claims functions from first notice of loss to settlement and recovery, for all lines of business
  • 5. Choosing the Right Path to Improving Your Claims System
  • 6. Copyright © 2013 Accenture All rights reserved. 7 Insurance Technology Innovation Most insurance innovation has been driven externally; not internally That’s especially true with claims
  • 7. Copyright © 2013 Accenture All rights reserved. 8 History of Claims Technology Innovation Late 1800’s 1960’sEarly 1900’s 1970’s 1980’s Mid 1990’s Early 2000’s 2005 The rate of development and advancement has been accelerating
  • 8. Copyright © 2013 Accenture All rights reserved. 9 2007 Established the New Normal Mobile platforms for adjusters and consumers Power Tools Amazing Capabilities in the Palm of Your Hand 2007 2013
  • 9. Copyright © 2013 Accenture All rights reserved. 10 What’s Possible Today Consumer Loss Reporting Adjuster Appointment Routing Near Real-time Accident Location Photos Onsite CAT Entry and Settlement Mobile Field Adjusting
  • 10. Copyright © 2013 Accenture All rights reserved. 11 Achieving a Modern Enterprise Customer Satisfaction Adjuster Efficiency Expenses Loss Costs Most Claims Systems are too old to embrace the new normal for claims processing
  • 11. Copyright © 2013 Accenture All rights reserved. 12 Survey of the Industry
  • 12. Copyright © 2013 Accenture All rights reserved. 13 Three Areas of Concern
  • 13. Copyright © 2013 Accenture All rights reserved. 14 Modernity and Flexibility Sought Most claims systems lack the ability to support easily changing systems’ behaviors / processes or address evolving consumers demands 40% answered “not at all” 17% answered “to a great extent” 43% answered “to some extent” Ability to change system behavior without IT intervention:
  • 14. Copyright © 2013 Accenture All rights reserved. 15 Modernity and Flexibility Sought Most claims systems lack the ability to support easily changing systems’ behaviors / processes or address evolving consumers demands 15% answered “to a great extent” 21% answered “not at all” 64% answered “to some extent” Ability to address shifting consumer demands:
  • 15. Copyright © 2013 Accenture All rights reserved. 16 Legacy Platforms
  • 16. Copyright © 2013 Accenture All rights reserved. 17 Multiple Claims Systems
  • 17. Copyright © 2013 Accenture All rights reserved. 18 SaaS as an IT Option
  • 18. Copyright © 2013 Accenture All rights reserved. 19 Core System Replacement
  • 19. Copyright © 2013 Accenture All rights reserved. 20 Core System Replacement High IT maintenance expenses for system changes and support Does not adapt well to new technology Data scattered across multiple systems Inability for customer to “self-service” Claims is fighting for priority across all IT projects Challenge Configuration tools to manage system behavior and claim department needs Common integration tools with prebuilt adapters – supporting utilization of emerging tools and technology SaaS shifts the IT maintenance to the solution provider Solution Drive efficiencies and customer service with analytics, mobility, telematics, workflow Increased adjuster efficiency and effectiveness for managing information Speed to market for business changes Lower implementation and ownership costs Business Value
  • 20. Copyright © 2013 Accenture All rights reserved. 21 Offline Data
  • 21. Copyright © 2013 Accenture All rights reserved. 22 Analytics
  • 22. Copyright © 2013 Accenture All rights reserved. 23 Data
  • 23. Copyright © 2013 Accenture All rights reserved. 24 Data and Analytics
  • 24. Copyright © 2013 Accenture All rights reserved. 25 Data and Analytics Valuable information Is stored in separate locations, including offline files like Excel Information cannot be easily accessed and utilized by claim staff Lack of consolidated information for reporting or analysis Missed opportunities to proactively manage the business Capture of data, files, notes and documents electronically in one place Information transparency for all adjusters in all locations, including the field One central location for real-time viewing and managing of claim information Better access to data, improving investigations and outcomes Collaboration fostered among adjusting staff Analytics and proactive claim management enabled by data centralized in an electronic claim file Challenge Business Value Solution
  • 25. Copyright © 2013 Accenture All rights reserved. 26 We Are Hiring!
  • 26. Copyright © 2013 Accenture All rights reserved. 27 Skilled Hires
  • 27. Copyright © 2013 Accenture All rights reserved. 28 Workforce Growth
  • 28. Copyright © 2013 Accenture All rights reserved. 29 Workforce Growth Accenture research paper: Insurance User Experiences by Design: Satisfying the Needs of Four Major User Segments The Free Spirit The Go-Getter The Enthusiast The Data Junkie Claims Systems Must Meet the Expectations of a Technical Workforce with Different Needs and Expectations
  • 29. Copyright © 2013 Accenture All rights reserved. 30 Workforce Growth The Free Spirit The Go-Getter The Data Junkie Claims Systems Must Meet the Expectations of a Technical Workforce with Different Needs and Expectations Want freedom of being on-the-go Uses multiple devices Example: Adjuster working multiple devices for a claim investigation System needs: • Responsive – supports multiple devices • Contextual – incorporating cameras, voice recorders, GPS • Expert-driven – advanced features / workflow
  • 30. Copyright © 2013 Accenture All rights reserved. 31 Workforce Growth The Free Spirit The Go-Getter The Data Junkie Claims Systems Must Meet the Expectations of a Technical Workforce with Different Needs and Expectations Want a collaborative atmosphere Highly skilled but easily distracted A modern user Example: Visually adding information to a claim System needs: • Socialization – incorporate social trends • Gamification – progress / quality feedback • Visualization – images / avatars over text The Enthusiast
  • 31. Copyright © 2013 Accenture All rights reserved. 32 Workforce Growth The Free Spirit The Go-Getter The Enthusiast The Data Junkie Claims Systems Must Meet the Expectations of a Technical Workforce with Different Needs and Expectations Want a variety of interaction experiences Drive their own experience based on tools and need Example: Touch screens to record damage to an auto with GPS to locate it System needs: • Flexibility • Seamless user experience • Transparency among devices
  • 32. Copyright © 2013 Accenture All rights reserved. 33 Workforce Growth The Free Spirit The Enthusiast Claims Systems Must Meet the Expectations of a Technical Workforce with Different Needs and Expectations Information is paramount Collect, track, and analyze volumes of data Example: Access to decompose data contained in a report System needs: • Real-time reporting and Dashboard metrics • Integration to multiple information sources • Claim information in one place and easily accessed • Push notifications of changes The Go-GetterThe Data Junkie
  • 33. Copyright © 2013 Accenture All rights reserved. 34 Workforce Growth Everyone is hiring from the same limited pool New employees have a high expectation for technology Hiring from competitors with better technology can lead to frustration on the part of the user Training is long and is often on-the-job-training for new hires Claims processing with workflow and automated capabilities Intuitive solutions with advanced processing Mobility and advanced tools Support tools to aid the adjuster and make everyone an expert handler Efficiency driven with tools for a contemporary claims workforce Increased accuracy and effectiveness by embedding carrier’s guidelines into the claims solution System experience which meets the needs of the users Challenge Solution Business Value
  • 34. Copyright © 2013 Accenture All rights reserved. 35 Choosing the Right Path to Improving Your Claims Systems
  • 35. Copyright © 2013 Accenture All rights reserved. 36 How does your company’s situation align with the results of our research ?
  • 36. Copyright © 2013 Accenture All rights reserved. 37 Booth 307 on Exhibit Floor More Information patti.griffin@accenture.com www.accenture.com/pcsoftware Patti Griffin

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