GAINSCO Chief Claims Officer Expects Mitchell Tool to Improve Customer Experience

Accurate valuation of cars is important in speedy, accurate resolution of claims, says Greg Castleman.

Dallas-based P&C insurer GAINSCO has selected Mitchell WorkCenter Total Loss, as well as assignment, repairable estimating and reporting software from the San Diego-based vendor for integration into its claims operations.

Greg Castleman, SVP and chief claims officer for GAINSCO, tells Insurance & Technology the company was looking for a vendor partner that aligned with its focus on customer service and experience.

"We think with Mitchell's total loss product we'll be able to reduce cycle time by instilling more confidence in the consumer that we are accurately valuing their vehicle," he says. "We hope that the J.D. Power and Associates recognition, as well as the reliance mainly on sold vehicles, will give us solid vehicle valuation that will be easy to present to a customer. This should reduce disputes and settlement delays.  "

Castleman also expects the Mitchell offering to improve its claims experience by flagging potential supplemental repairs during the original vehicle appraisal.

"We also have to be concerned about protecting our policyholders' interest on 3rd-party liability claims," he adds. "Mitchell's tool helps us in that regard in terms of vehicle evaluation. In those situations where we have a dispute, if we feel the methodology is highly defensible, it gives us confidence that the insured's interest will be well protected."

Outside the estimation piece of the equation, Castleman says there are several other ways the GAINSCO claims organization is working on improving its experience.

"One of the things that we're working on right now is improving our responsiveness to the customer needs — not just being available on our timetable, but available when they need us," he says. "That ranges from handling calls effectively by getting them to right person the first time in order to eliminate multiple handoffs, to inspecting their vehicle on the customer’s terms instead of forcing them into our schedule.  "

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio