is something that can come out of this process and we certainly don’t want to be only about the stick, it is also about the carrot.
Such systems also enable you to see how your claims staff are managing their outside experts—a sort of inward look at your performance. Again, this is about management. Do you let them run over budget, do you always respond to requests for information? It is very much a two- way street. For the claims handlers themselves we are able to monitor their workflow and examine exactly where particular tasks are sitting in that workflow. If tasks are being put on hold, we can flag that up. This fosters a change in behaviour as the transparency of the workflow means everyone within the organisation knows exactly what needs to be done, and by whom, in the claims process. If a claims handler has been irresponsible in his or her duties and failed to fulfil invoices in a timely fashion so that the company benefits from discounts that are raised centrally—well, that’s lost money. We produce reports that show ageing; you are then able to use this information to show how much particular claims handlers are losing the company. If you have that level of centralised control, you can avoid such issues.
How significant an issue is privacy and confidentiality in the claims process?
We are obliged to ensure that we comply with all the regulatory and
statutory requirements concerning the protection of information. Part of that is hosting—how is it protected from a security point of view, is it prone to attack? It is essential to maintain this integrity. We take the issue of security extremely seriously: one slip-up and you’re in trouble. People are very worried about privacy and they should be—there is litigation and claims data that all need to be maintained securely.
Any final thoughts on the benefits of centralisation?
The simplification of claims systems is something that could really help in the daily life of claims handlers. At present, many claims handlers are dealing with 10 to 15 separate systems and that is counterproductive and time-consuming. We try to lift a lot of that load from their shoulders by putting everything in one place in a way that enables them to manage all aspects of the claims process, and we generate data that will help educate them about future claims handling. That function can be handled much more seamlessly. Our role is to help our clients get their claims adjusters be the most powerful and empowered individuals they can be, to get the most effective use out of those experts, and to all do that consistently and demonstrably. l
Gary R. Markham is chief executive at LSG. He can be contacted at:
grm@lsg.com
bermuda captive 2012 53
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