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| Adjuster Assignment Improvement Project Management: |
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Redesigned the process and system of routing vehicle claims from a claim reporter to a claim adjuster with a focus on customer service, resource utilization, and efficiency.
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| Overview |
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- Routing incoming vehicle claims from the individual reporting the claim to the most knowledgeable and experienced adjuster was a challenge to this major insurance carrier.
- Due to an outdated system which fell short of being able to capture the firm’s needs, the firm was experiencing costly reassignments, inefficient customer service, and a need to better utilize their claim adjuster resources.
- This weak process led to a substantial cost of both time and money.
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Our Approach |
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- We interviewed company experts to determine the major flaws and manual workarounds of the adjuster assignment process and was able to identify the gaps in both the process and the system they were using to handle their vehicle claims.
- With a focus on the types of claims, the information from those claims as well as the skills, knowledge, and resources needed to process the claims, we were able to design a sophisticated, automatic system that was able to think like a claims manager when assigning claims but simple enough to be able to be used by any level of employee.
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Outcome |
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- Claims are assigned more efficiently, by focusing on claim types, attributes, and experience and skill of the adjuster.
- Claim reassignments will continue to be significantly decreased which will result in the achievement of the client’s overall goal: reducing substantial cost and time in this process.
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| Copyright - TNC Management Group LLC © 2009 |
45 Park Place South, #301, Morristown, NJ 07960 | 1-888-821-1115 |
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