Michael Quinn Kaiser is a risk management consultant who specializes in risk and insurance management needs for a variety of corporate clients. He’s found success in, among other things, identifying inefficiencies in claims management processes. Claims management is one of the important aspects of the operation of an insurance company. In a high competitive and dynamic environment, this aspect can be the differentiator that puts a company ahead of its peers.
Many insurance firms have different claim operations, units and professionals that focus on the different products they offer to clients. This model results in claim departments that have unique system configurations, processes and infrastructure for each line of business. In highly complex settings, inefficient process steps can be repeated, often with cost implications. As a result, insurers struggle to control this department and implement consistent claims management processes.
Implementing efficient claims management across the firm is important. While the use of technology is necessary, people and process components also have to be part of the improvement initiative. Business process management (BPM) is one way insurers can assess the claims process end-to-end, and find areas for adjustment and resource optimization. BPM technology provides companies with a core best practice platform that can be applied across lines of business, ensuring an optimal process can be implemented by any adjuster in any part of the organization.
This model can also be readily customized and applied to market segments the company serves:
The role of automation
Best practices look good when they’re drawn on whiteboards but often fall short when firms lack the capacity to implement them. Additionally, each claim settlement process requires a custom approach that takes the precise nature of the claim into consideration.
Having a strong claim management system can help insurers to start automating the process. Such a system can automate processes that are paper-intensive and inefficient file systems, replacing them with intuitive and robust business tools that execute based on claim information.
Appreciate the customer experience
Insurers are highly dependent on the performance of claims management to maintain high customer satisfaction, manage risk exposure, and deliver reliable results. These aren’t easy tasks, especially considering how social networks can expose a firm to scrutiny. Claim management functions have a direct effect on the enterprise’s performance; they must balance efficiencies against customer satisfaction and still deliver.
Michael Quinn Kaiser is a Consulting Director of Risk Management at 24 Hour Fitness Inc.