Eileen Seen (right), Director of Claims Operations, and Hillary Pruitt, Claims Resource Specialist, Alfa Insurance
COVER STORY: OPTIMIZING CLAIMS SYSTEMSModernized 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 WATCHGood 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 WATCHNorthwestern 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 STUDIESICW 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 NEWSBerthiaume'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 EDITORIt'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.
FEATUREERM 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.
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.
UPDATEObama 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.