For P&C Insurers and Independent Adjusters

Transforming the Claims Adjustment Process

PROBLEM

Claims Departments and Independent Adjusters manage thousands claims, lack real-time visibility to claim status during the process and deal with mountains of emails, texts and voicemails from the various parties involved in the claim.

Compounding the problem further is the absence of a unifying technology to connect, coordinate and communicate with all the parties involved in the claim adjustment process (claims managers, FNOL call center reps, adjusters, policyholders, agents and contractors). The results are inefficient, error-prone claim adjustment, high loss adjustment expense (LAE), and frustrated policyholders.

The Result
The claims process is the most important interaction a policyholder has with an insurance company. Unfortunately, due to these challenges, the experience is often frustrating and negative. And over 80 percent of policyholders who have a bad claims experience ultimately plan to switch to a new insurer.

The LiveClaims Solution seamlessly manages the end-to-end claims processing workflow for P&C Insurers

LiveClaims connects all parties involved in the claims adjustment process through an integrated set of modules, including:

  1. Insurer Admin Console and Dashboard
  2. Independent Adjuster Admin Console and Dashboard
  3. Field Adjuster App
  4. Policyholder Portal
  5. Insurance Agent Portal

These configurable modules are tightly integrated to efficiently and effectively manage the claims adjustment workflow from beginning to end.

The Result
LiveClaims delivers a controlled, seamless claims adjustment process, resulting in:

  1. Increased adjuster productivity,
  2. Reduced Loss Adjustment Expense (LAE), and
  3. Improved Policyholder experience, satisfaction and retention.

SOLUTION

BENEFITS

01

Policyholders

  • Reduce communication lapses and wait times during the claim adjustment process
  • Receive real-time updates on the status of their claim
  • Get their claim processed faster
  • Enjoy a more satisfying experience

02

Independent Adjusters

  • Increase field Adjuster productivity by 10 – 20 percent
  • Increase Desk Adjuster productivity by 5 – 15 percent
  • Maximize the number of claims that can be serviced each day
  • Minimize travel between appointments and reduce field adjustment costs

03

Insurers

  • Reduce Insurer LAE by 10 – 20
  • Increase Policyholder satisfaction and renewal rates
  • Reduce average claim resolution time
  • Improve visibility and control of field Adjusters

04

Insurance Agents

  • Improve visibility to their Policyholder client’s claim processing status
  • Receive real-time status updates on their clients’ claims
  • Reduce their admin cost to track claims for their clients

05

Reinsurers

  • Conduct virtual desk audits of their insurer clients’ claims
  • Minimize LAE participation exposure across their insurer clients
  • Improve timeliness, accuracy of their estimated loss exposure during CATs
Insurer dashboard

Insurer Admin Console & Dashboard

The Insurer Admin Console and Dashboard is used by Claims Managers and inside Desk Adjusters to:

  • Import claims into LiveClaims
  • Auto-assign, schedule and manage internal Field Adjusters, Desk Adjusters or Independent Adjusters
  • Monitor the locations and status of claims and Adjuster activities in a map view
  • View detailed Property Inspection Report, Property Photo Report and HOVER property data package created through the Adjuster App
  • Communicate in real-time with Adjusters, Policyholders and Agents
  • Review strategic claim service performance, productivity and financial metrics and download a variety of reports

Independent Adjuster Admin Console and Dashboard

The Independent Adjuster Admin Console and Dashboard is used by IA management staff and Desk Adjusters to:

  • Import claims assigned to the IA into LiveClaims
  • Auto-assign, schedule and manage IA Field Adjusters, Desk Adjusters
  • Monitor the locations of assigned claims and IA Adjusters activities in a map view
  • View detailed Property Inspection Report, Property Photo Report and HOVER property data package created through the Adjuster App
  • Communicate in real-time with their Field Adjusters and Policyholders
  • Review Field Adjuster performance and productivity metrics and download a variety of reports
Insurer dashboard
Onseen DX

Adjuster Mobile App

The Adjuster App is used by Field Adjusters to:

  • Receive and accept their claims assignments from the Admin Console
  • View all details of claims assigned to them
  • Schedule adjusting appointments with Policyholders
  • Check-in to and check-out from their scheduled appointments
  • Auto-send status updates to Desk Adjusters, Claims Managers and Policyholders
  • Fill out Consolidated Property Inspection and Photo Report Form
  • Order HOVER Report
  • Transmit forms and status to Admin Console

Policyholder Portal

The Policyholder Portal is accessed by Policyholders via a secure weblink to their virtual claim portal to :

  • Upload initial claim information, photos and videos into the Claims Submission Form
  • Receive appointment reminders and notifications updating their claim status
  • Track the ETA and arrival progress of assigned Adjuster who is en route to appointment
  • Rate the overall performance of the claims adjustment process
Adjuster Mobile App
Insurance Agent Portal

Insurance Agent Portal

The Insurance Agent Portal is accessed by Insurance Agents via a secure weblink to:

  • Receive notifications updating status of their Policyholder Clients’ claims
  • View claim detail information for their Policyholders’ claims
  • Be as informed as their policyholders on their claims status and resolution progress

Reinsurer Dashboard

The Reinsurer Portal is accessed by management of the Reinsurer to:

  • View the claims activity across all of its Insurer clients that are using LiveClaims to manage claims during disasters or catastrophes
  • Monitor claims data captured through the Adjuster App and Insurer Dashboard by their Insurers
  • Perform remote desk audits on adjustment activity for randomly selected claims
  • Review KPIs in near real-time related to the Reinsurer’s Claims exposure and LAE share (by Event, by Insurer, by Adjuster)
Reinsurer Dashboard

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