Eileen Seen (right), Director of Claims Operations, and Hillary Pruitt, Claims Resource Specialist, Alfa Insurance
Eileen Seen (right), Director of Claims Operations, and Hillary Pruitt, Claims Resource Specialist, Alfa Insurance

COVER STORY: OPTIMIZING CLAIMS SYSTEMS

Modernized or Legacy, Carriers Seek To Maximize Claims Systems' ROI
Though insurance companies have achieved varying degrees of modernization among their claims platforms, many are examining ways to leverage their current systems as a basis for technology and process innovation with the goal of improving the customer experience.

Tech Transforming P&C Claims Amid Downturn
Carriers are moving forward with existing core claims systems initiatives and investing in emerging technologies such as analytics, fraud detection, geographic information systems, mobile applications and Web 2.0 to drive operational efficiency and improved customer service.

Leveraging the Claims Transaction for Competitive Advantage
As carriers continue to modernize their claims processes, the opportunity to leverage claims data for competitive advantage has grown accordingly.

EQC Improves Claims Response With Guidewire Platform
The Earthquake Commission of New Zealand implements Guidewire's ClaimCenter solution to better connect with its field adjusters and claimants.

COMPLIANCE WATCH

Good Planning Can Help IT Benefit From an IFRS Implementation
Conversion to new international standards can drive improvements in the financial reporting infrastructure and data management, report E&Y's Ron Giammarco and Neil Bromberg.

IT SPENDING WATCH

Northwestern Mutual Able to Stay the Course on IT Investment, Recession Notwithstanding
Financial strength and robust planning capabilities have enabled the insurer to keep major initiatives on track and limit the impact of market chaos on its technology investment, according to Northwestern Mutual chief technology officer Karl Gouverneur.

CASE STUDIES

ICW Group Improves Incident Flow with Service-Now.com SaaS Solution
Service-now.com's process management and application development tool provides "Swiss Army Knife"-like capabilities in support of the super-regional carrier's ITIL-based service management environment.

Blue Cross NEPA Tackles Call Center Volume Challenge With Virtual Hold Solution
Virtual Hold's Concierge system pleases customers, boosts call center efficiency and decreases Blue Cross of Northeastern Pennsylvania staffing expenses.

NAMES IN THE NEWS

Berthiaume's Influence Spreads at Chubb
Mark Berthiaume, Chubb Specialty InsuranceŐs CIO since 2001, has taken on the CIO role for Chubb Commercial Insurance, in addition to stewardship of the carrierŐs Surety IT organization and SpecialtyŐs field operations, and responsibility for global IT strategy.

FROM THE EDITOR

It's Time to Be Critical of Conditions
From wasteful testing to the risk of mistakes, for those who have spent time in a hospital recently, the need for e-records couldn't be more clear.

FEATURE

ERM Strategies Enable Insurers' to Play Stronger Offense as Well as Defense
As insurers adopt genuine enterprise risk management (ERM) culture, methodology and technology capabilities, they position themselves to price with greater precision and meet rapidly evolving compliance requirements.

Sidebar
IT Investments Can Focus Actuaries on Interpreting Rather than Collecting Information
Insurance IT organizations can be actuaries allies in streamlining their tasks, simplifying actuarial systems and integrating actuarial data into a carrier's enterprise risk management capabilities.

SPECIAL REPORT: THE STATE OF HEALTH INSURANCE IT

Healthcare Reform Will Revolutionize the Provider Contracting Model
Expected healthcare reform will change the way health plans operate, necessitating an overhaul of provider contract management systems and processes.

VIRTUAL ROUNDTABLE

Electronic Health Records: With Uncle Sam leading the charge (through the American Recovery and Reinvestment Act) EHRs are on the grow. But how, where and when remains to be seen. Several industry experts weigh in.

Leveraging EHRs to Improve Healthcare
By Sudhakar Ram, Chairman and Managing Director, Mastek

Electronic Health Records: A Place to Start, Not a Destination
By John Reynolds, Division President, Metavante Healthcare Payment Solutions,Metavante Corp.

EHRs: Defining 'Meaningful Use'
By Scott Storrer, President and COO, MEDecision

UPDATE

Obama Plan Leaves OFC an Open Question
While the government's financial services regulatory reform proposal treats insurance as an afterthought, provisions for federally driven consumer financial protection could open the door to an optional federal charter in the future.

USAA Dials Up iPhone App
USAA unveils iPhone application that gives customers mobile access to their insurance, banking and investment accounts.

Mutual of Omaha Gains Agility and Efficiencies as It 'Greens' Its Technology
Data center reconfiguration and server virtualization have yielded not only business agility benefits but also significant cost efficiencies related to environmentally friendly modifications to the physical plant and server farm.

Plymouth Rock Assurance Offers E-Reminder Service to Mass. Drivers
Plymouth Rock Assurance hopes its Massachusetts RMV e-reminder service proves to be a valuable tool to customers and noncustomers alike.