choosing the right path to improving your claims systems

Choosing the Right Path to Improving Your Claims Systems - Patti Griffin America’s Claims Event – June 19 to 21, 2013, San Antonio, TX

Accenture Software

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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


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

Choosing the Right Path to Improving Your Claims System


Insurance Technology Innovation

Most insurance

innovation has been

driven externally; not

internally

That’s especially true

with claims


History of Claims Technology Innovation

Late 1800’s 1960’s Early 1900’s 1970’s

1980’s Mid 1990’s Early 2000’s 2005

The rate of development and advancement has been accelerating


2007 Established the New Normal

Mobile platforms for adjusters and consumers

Power Tools

Amazing Capabilities in the Palm of Your Hand

2007 2013


What’s Possible Today

Consumer

Loss

Reporting

Adjuster

Appointment Routing

Near Real-time Accident

Location Photos

Onsite CAT Entry and

Settlement

Mobile Field Adjusting


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


Survey of the Industry


Three Areas of Concern


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:


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:


Legacy Platforms


Multiple Claims Systems


SaaS as an IT Option


Core System Replacement


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


Offline Data


Analytics


Data


Data and Analytics


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


We Are Hiring!


Skilled Hires


Workforce Growth


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


Workforce Growth


The Data Junkie



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


Workforce Growth


The Data Junkie



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


Workforce Growth


The Enthusiast The Data Junkie



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


Workforce Growth

The Free Spirit

The Enthusiast



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-Getter The Data Junkie


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


Choosing the Right Path to Improving Your Claims Systems


How does your company’s situation align with the results of our research ?


Booth 307 on Exhibit Floor

More Information

[email protected]

www.accenture.com/pcsoftware

Patti Griffin

mailto:[email protected]

choosing the right path to improving your claims systems

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