guer says. “It is further enhancing our
ability to talk to law firms by providing
a common platform. We can also assess
who the top firms are in a particular area,”
allowing the insurer to negotiate with
those firms and make decisions around
which firm to use on a particular claim.”
XL Group reports that its legal spend
is down from 2011, but declines to cite
a specific figure. “We keep tracking that
figure along with the indemnity loss and
want to make sure the benefits continue,”
is increasingly important,” says Light.
“When claims happen, there is also fre-
quency of contact that results with claim-
ants, repair shops, and so on. The ability
to support mobile platforms on both the
consumer and business side is an area
that will continue to grow.”
Furtado says the bright spot in technol-
ogy for claims organizations is that the
majority of projects that are undertaken
are successful in terms of both technolog-
ical implementation and business impact,
which can’t be said for all areas of insur-
ance technology deployment.
Although claims technology spending
is projected to increase, how successful
the “money out” side of the business will
be in claiming its piece of the budget pie
remains to be seen.
“Insurance companies are in business
to make money, and there always seems
to be more political weight, attention, and
excitement around other investments.
Board meetings don’t start with a discussion of how the claims landscape looks—
it starts with sales and marketing opportunities,” says Petersmark, but adds that
claims departments do have the power to
impact their ultimate budget destinies.
“It will come down to how well a claims
organization is able to position itself
within the enterprise—whether it has the
people who can advocate for claims as
more than just a pass-through for paying
things,” he explains.
Pauli points out that there are some areas where, in fact, claims was a first-level
beneficiary of technology. “In terms of
mobility technology, the very first thing
almost every carrier did in external-fac-ing mobile investment was to develop
first notice of loss apps,” she observes.
“Carriers realized that getting claims
information quickly and getting on-the-
spot pictures were beneficial,” Pauli adds.
“The smart carriers have looked deeper in
the enterprise to realize that a connection
between those mobile apps to a modern
core system was critical to maximize their
investment in mobile technology.”
“From both a claimant and producer
point of view, developing capabilities to
not just report on claims, but also check
on claim status and have conversations
and interchanges on mobile platforms