Steve Pigman
By Steve Pigman,
Vice President, Marketing and Development,
Paul W. Davis Systems, Inc.
Insurers face increased competition and pressure to improve and maintain profitability. Natural catastrophic events in recent years have increased this pressure. Property-casualty companies face the challenge of reducing severity without negatively impacting policyholder satisfaction. It costs far more to attract new customers than to keep existing ones. Increased policyholder expectations add another element to accelerate competition.
Since the majority of property loss claims are under $5,000, insurers recognize the need to process claims more efficiently. These smaller claims represent a minor portion of indemnity payments, but they account for the majority of processing activity.
Following the model of the successful auto direct repair programs, insurance companies began experimenting with property direct repair programs in 1989. Since then, many have learned that the concept is sound but execution is difficult. Property Claims Solutions (PCS) offers insurers a cost-effective way to enter the direct repair arena--with considerably fewer headaches.
Property Claims Solutions is a third-generation property direct repair program designed to bundle services for the expressed purpose of achieving claim processing efficiencies. As Paul Davis, founder of Paul Davis Systems, says, "Property Claims Solutions is not about doing things better. Property Claims Solutions is about doing things differently to obtain a better result." Our goal is to partner with insurance personnel, providing services which enable them to better handle all aspects of the property claims process."
Paul W. Davis Systems, Inc., international restoration specialists, brings Property Claims Solutions to the insurance industry. PCS employs proven management processes and technologies to help insurance companies reduce indemnity costs, create efficiencies, and improve policyholder service. A service provider alliance group contributes to the program's ability to provide superior results in a cost-effective manner.
Paul Davis Systems' 30-year-old managed network of restoration contractors is the core of the service provider group alliance. These contractors provide property restoration contracting services in 260 locations throughout the U.S. Insurers assign claims electronically to the contractor network according to zip code service areas. PCS field management staff compares services and customer satisfaction to pre-established performance guidelines. Experienced field personnel provide support to the PCS service provider network and assist with problem resolution and reinspection.
PCS co-sponsors provide vital services for accurate and efficient claims settlement. PathTech software offers seamless processing of claims from the first loss notice to file closure. Polaroid's scanner technology provides affordable, digitized imaging of damage. AlliedSignal furnishes carpet solutions, including the Anso 5-Year Multi-Peril Credit. (Out of all structural items in the restoration process, carpet is the most expensive.)
AT&T EasyCommerce provides the network solution for Property Claims Solutions' electronic messaging and archiving. AT&T's concept of "Where the insurance industry is heading" and in-depth understanding of how claims will be assigned in the future are unparalleled. The AT&T technical team is skilled in making technology work for insurers and policyholders--to maintain the balance between severity reduction and policyholder satisfaction and retention, while at the same time increase profits.
PCS' estimatics package, a Windows 95™-based system has full electronic interface capabilities. The system calculates prices based on labor, material, insurance and other factors. It can create custom reporting and track all parties involved with a loss/claim through its unique contact management data base function.
In addition to the co-sponsors, PCS has a cadre of alliance service providers with specialized restoration products and services:
* The Chicago Conservation Center offers museum quality restoration services for fine art and advises companies of actual value versus restoration costs.
* Itel, an independent textile examination laboratory, provides carpet valuation and full carpet analysis, as well as cost replacement suggestions.
* Munters Moisture Control Incentive Group, the largest water damage drying service in North America, provides complete structural drying and document processing.
* National Claims Expediters' economic furniture valuation restoration and replacement offer insurers significant savings.
* PDS Commercial Restoration has a network of large loss contractors prepared to handle commercial restoration.
* RestorTek handles restoration and replacement of electronic and industrial equipment.
* Premier Interiors furnishes policyholders with Anso Replacement Plus, a mill direct, special carpet fiber line.
* Signature Professional Cleaning, smoke and water restoration specialists, handles cleaning and loss mitigation.
To participate, insurers agree to assign a predetermined percentage of property losses through PCS, and to assign claims electronically in order to receive management information reports for which they pay a modest per-loss fee. They also agree to provide senior level support and designate a development and implementation team. By turning to PCS' alliance of experienced and established service providers, carriers are able to meet the challenge all businesses face today--doing more with less.
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AT&T Insurance Solutions
INTERACTIVE INQUIRY
Agents can inquire about their book of business and service clients' requests immediately through on-line screens. A consistent screen presentation hides the complexity of underlying systems. The Interactive Inquiry Service enables better customer service by providing rapid access to time-critical customer information, 24 hours per day and seven days per week availability, and lower operating expenses. Interactive inquiry services are also available via Integrated Voice Response Services (IVR) to guarantee access for even less technology-sophisticated agents.
Billing Inquiry offers access to billing information about policyholders. Information available in the billing inquiry includes payment amount, payment due date, and payment history.
Claims Inquiry offers claims status information.
Policy Inquiry offers policy information including policies held by policyholder, policy due date, and policy number.
Features:
* Accurate information available 24 hours a day, seven days a week
* Flexible search methods
* Reduces/eliminates CSR calls
* Access information "anytime, anywhere"
Benefits:
* Reduced cost of providing a call center staffed with Customer Service Representatives to field inquiry costs
* Allows company to handle greater number of inquiries
* Higher level of service available to agents