We added this module a couple of months ago. It started similarly as to anything else we have created. A potential subscriber called and requested that we add a claims module. He explained what his needs are and what is the process he follows when filing a claim on behalf of the insured.
We began the creation of this module by looking at what questions and forms are associated with submitting a claim. Several Acord forms are specifically designed to obtain the information about a claim and then submit that information to the carrier. Of course, as we have done with any other module, we couldn't simply direct the agent to the appropriate Acord form. We decided to create an environment where this whole process will be optimized and automated. We started by adding a new page in the details area of each insured where claim requests will be managed. We separated the claims into three main categories. General Liability, Property and Automobile Loss. Each one of those main categories consists of Claim Tracking area, Location of the Loss, The Loss Notice, Files Attached to the Loss and Additional Info. In the Claim Tracking area, the agent adds the claim number, the status of the claim (pending submissions, submitted to the carrier, open or closed) and the amount paid for the claim. In the Loss Notice area, the agent can add the address where the loss occurred. Additional Info can be added to the claim as well. Police or Fire Department report, description of the location, policy number and comments. The Loss Notice area consists of the description of the incident, the type of property involved in the incident and description of the damage.
Once we created the module for collecting the claims information, we started thinking about how to add some automation to the process. We started by populating the Acord forms. Based on the information in the claims report, we populate the appropriate Acord forms. We add the agency information, the insured's information as well as the claim information. Our Acord forms are very automated as well. All forms have the ability to be saved, printed, faxed or emailed directly from the system. Once the agent completes the claim report, creating and submitting the form to the carrier is just a click away. But our automation did not stop with just populating the appropriate Acord forms. We wanted to give our users even further optimization of the claims process. We added the claims module to the Insured Portal. One of the features in our agency management system is the ability to allow insureds to log in and send their certificates, submit forms, request changes, and much more. We added the claims module to that portal. An insured can submit a claim to the agency online. Once the claim has been submitted, the agency is notified by email and a new item is displayed on the dashboard of agency profile. A claim can also be submitted through the agency's website. We created a special iFram widget the agency can place on their website. From there an insured can submit a claim even without logging in to the insured portal.
The Claims Module is a unique and quite advanced feature. Such automation is not offered by other insurance agency management systems. Not to be bragging, even though I am, but the rest of the agency management systems on the market are far behind us in terms of automation and optimization. This is one aspect of our development strategy where we can definitely be very proud. We don't just develop new features. We always think of how to make the work of the agent more optimized and automated.
