In a recent interview with Kurt Schuhl, senior vice president and chief claims officer at PMA Cos., and Jim Walsh, vice president of claims at PMA Management Corp. by Cyril Tuohy, managing editor of Risk & Insurance discussed issues the insurance industry is or will be encountering in the near future. They state that the number one issue is “the use of technology to drive superior service and optimal claims outcomes.” They also state that the complexity of claims is growing and this will make claims harder to manage.
This is where technology comes into play. Technology allows claims professionals to gather the most up to date and relevant data for process claims more efficiently and smoothly with the best possible outcome. Another use of technology is time management. Walsh states, “timely access to relevant loss information can enable the claims service provider to promptly assign the adjuster who has the most appropriate--and effective--skill set. “ This in essence will allow the claim to again be processed properly with the best possible outcome.
When asked what companies like theirs are doing to utilize technology Schuhl responds, “PMA made a tremendous investment in a sophisticated end-to-end claims technology platform called PMA Claim Center, which was implemented in 2010.” This helps them access their data easier and more effectively. It also allows their customers to see up to date loss information. Schuhl also goes on to describe their online risk management information system, PMA CINCH. With this system clients are able to utilize real time views of loss data. Schuhl finishes by saying, “By conveying information to clients on a real-time basis, they become more aware of developing patterns and can assess their results.”
How does your company utilize new technologies? Are you using it to its full potential? Leave your answers and see others’ in the comments below.
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