The control of claims' costs and related
services for the insurance market
Krzysztof Jablonski & Radu Mateescu
Romania, 25 May 2011
Company background
Trends and competitive environment
ECHO platform
TAG ID
Garage Management
European Claims & Mobility Services
Claims Replacement Services
BACKGROUND
SOME FACTS & FIGURES…
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Established in the Netherlands in 1945
Market leaders in international claims handling
740 experienced, professional, highly motivated staff
Corporate Governance & Quality control
Safeguarding the interests of more than 500 customers (in the
insurance sector)
Independent
Dun & Bradstreet 1st Tier rating
T/O €62MN (2010)
€ 500MN of managed funds
260,000 claims files
48 offices
 First pan-European independent claims managers and
adjusters
BACKGROUND
FOCUS
Changing landscapes
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Credit crunch: huge impact on financial services industry
Government intervention
Huge impact on private individuals
Increased fraud rates
Natural Catastrophes
Emerging economies:
Weak government and private investments
Feeble consumption
High unemployment
Eldering societies
Surging energy and food prices
Opening of labour markets
FOCUS
Competitive Environment
 Shift in the supply chain: new methods to attract & retain
customers
 Financial crisis = ‘shopping around’
 Innovation gives rise to new markets
 On-line aggregators
 Social media
FOCUS
Consequences and mitigating actions
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Rising costs
Decreased income
Corporate transparency increased requirements
Need to innovate
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Increased efficiency = decreased claims handling costs
Prevented fraud
Streamlined processes
Improved customer satisfaction = increased customer loyalty
Innovation and co-creation is a key
OPERATIONAL EXCELLENCE
FOCUS
Claims costs
 ‘Claims handling leakage’
 Prevented by superior IT support
 activity driven system: deadlines are kept
 automatic presentation of relevant information
 strict adherence to service levels including
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reserving protocols
preferred supplier networks
reporting requirements
claims cycle time
 Resulting in:
 communication and speediness
 increased customer satisfaction among Clients
 reduction in claim handling costs
FOCUS
Processes: transparency and fraud prevention
 Processes & data flow merge into one:
 Insurer’s processes
 Contractors and repair companies
 Lawyers
 Medical specialists
 Transparency
 SLA agreements
 Key Performance Indicators
 Compliance (SAS70)
 Fraud prevention
CONTROLLING CLAIMS COSTS
ECHO = REVOLUTIONARY
REVOLUTIONARY
TRANSPARENT
ACCOUNTABLE
FLEXIBLE
REVOLUTIONISED THE CLAIMS HANDLING PROCESS
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Uniform service across the whole of Europe
One virtual organisation with the same business rules
Decreased transaction cost
Increased control
CONTROLLING CLAIMS COSTS
ECHO = TRANSPARANT
REVOLUTIONARY
TRANSPARENT
ACCOUNTABLE
FLEXIBLE
CREATED COMPLETE TRANSPARENCY
 Direct access through ECHO Extranet, 24/7
 “Real” time view of claim details/status
 Service level performance check
CONTROLLING CLAIMS COSTS
ECHO = ACCOUNTABLE
REVOLUTIONARY
TRANSPARENT
ACCOUNTABLE
CREATED COMPLETE ACCOUNTABILITY
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Secure access through the web
Restrictions can be set per user/role
Audit trail on all claims handling activities
Supports SAS70 compliance
FLEXIBLE
CONTROLLING CLAIMS COSTS
ECHO = FLEXIBILE
REVOLUTIONARY
TRANSPARENT
ACCOUNTABLE
FLEXIBLE
INCREASED FLEXIBILITY TO BETTER SUPPORT DEMAND
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All forms of back-office support and file handling
Possible to link your system to ours
Custom-made services and products
Including branding
CONTROLLING CLAIMS COSTS
CUSTOMISATION OPPORTUNITIES
CLAIM
INTAKE
Paper
E-mail
Telephone
Batch file
Webservice
CHECK
COVER
Batch file
Web
service
Paper file
Customer
contact
POSITION
DEFINITION
Fraud
regulations
Supplier
network
Reserve
strategy
REPORTING
Payment lists
Reserve lists
Damage information
In ascii, txt,
webservice, xls
COMMUNICATION
Client Look
& Feel
PAYMENT &
RECOVERY
Paymentmethods
Funding
agreements
Recovery
network
CLIENT LOOK & FEEL
CLOSING
File/
Bordereaux
Invoicing
Archiving
SLAs
CONTROLLING CLAIMS COSTS
ECHO ARCHITECTURE
ECHO
Extranet
Track &
trace
KPI
dashboards
Claims
reporting
Organisation
Definition
Process Flow
Definition
Document
Management
CLAIMS HANDLER PORTAL
BACK OFFICE
Client
agreement
Claims activity
Management
Correspondence
Look & feel
File
Management
FINANCIAL SYSTEM
SAP
Claims
Financials
CONTROLLING CLAIMS COSTS
CONCLUSIONS: WHAT’S IN IT FOR YOU?
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Cost reduction
Checking claims estimations & quality of repair
Transparency
Performance monitoring
SLA compliance
Uniformity
Client specific SLAs, branding, …
Consolidated information
State-of-the-Art Technology
How about INNOVATION?
CONTROLLING CLAIMS COSTS
What is the Van Ameyde TAG ID?
?
 2D QR code connecting the offline & online world
 Step by step advice in the event of a motor vehicle accident
 www.vanameyde.mobi
CONTROLLING CLAIMS COSTS
Easy to use
SCAN
CONTROLLING CLAIMS COSTS
BROWSE
CONTROLLING CLAIMS COSTS
Opportunities for Insurer
Green Card
2. Scan
3. Download
Information
1. TAG
What you always need to do in the
event of a motor vehicle accident:
4. COMPLETE accident
statement & SEND to
Insurer
5. Client receives
CONFIRMATION
from INSURER
• Record the vehicle registration
plate of the opposing party
• Record the name of the opposing
party’s Insurance company (see
green card)
• Record the names and addresses
of any witnesses
• Notify the police
• Take photos of the accident site
and the damage sustained to both
vehicles
• Contact your Insurance company
CONTROLLING CLAIMS COSTS
Exemplary IPhone Application
Insurer’s E-claims Notification
Insurer’s Emergency Services
CONTROLLING CLAIMS COSTS
IPhone Application
Insurer’s E-claim Notification
CONTROLLING CLAIMS COSTS
ADDED VALUE SERVICES – e-claim notification
Insurer’s Supplier Network
CONTROLLING CLAIMS COSTS
VALUE ADDED FEATURES
Insurer’s E-claim Notification
Insurer’s E-claim Notification
CONTROLLING CLAIMS COSTS
PERSONAL & THIRD PARTY INFORMATION
Insurer’s E-claim Notification
Insurer’s E-claim Notification
CONTROLLING CLAIMS COSTS
Garage Management
 Strategic partnership with Akzo Nobel CR
Suceava
 Network:
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Baia Mare
Botosani
Bistrita
Oradea
100 repairers
& garages
Roman
Cluj-Napoca
 Service:
Bacau
Arad
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Alba Iulia
5 year paint warranty
Sibiu
Manufacturer’s warranty
Audatex
Focsani
Brasov
Braila
Buzau
Pitesti
Bucuresti
Craiova
Calarasi
CONTROLLING CLAIMS COSTS
European Collision and Mobility Services
We can provide you with a customised telephone number that your policy
holders can call in case of an accident.
Our professionals, addressing them in their own language, will be able
to:
• give advice as to the actions to be taken to secure proper settlement of
the claim with the other party;
• make arrangements with a towing company and body shop;
• assess the damage and determine liability;
• make arrangements with a car hire company to provide the policy
holder with a replacement vehicle;
• maintain contacts with the hospital or doctor, in case of bodily injury;
• and repatriate vehicle, driver and passengers.
CONTROLLING CLAIMS COSTS
CLAIM REPLACEMENT SERVICES
Scalepoint integration
 Web-based platform for content/luggage claims
 180K item catalogue
 Fulfillment of replacement through web shop
 Replace goods
 Buy other goods
 Cash settlement
 Or any combination
 A full-service managed network of suppliers with
strict Service Level Agreements
CONTROLLING CLAIMS COSTS
CLAIM REPLACEMENT SERVICES
Solution
My camera was
stolen!
I’ve found your camera in
our catalogue.
I’ll give you access to our
replacement site. You can
choose to order a new
camera or transfer cash to
your bank account.
I’ve ordered a new
camera, and by using
my credit card I even
bought myself a new
bicycle with your
discount.
Thank you so much!
INTERNET
INTERNET
SCALEPOINT
SCALEPOINT
CONTROLLING CLAIMS COSTS
CLAIM REPLACEMENT SERVICES
Scenario
5. ACCES TO WEBSHOP
6. ORDER
CUSTOMER / INSURED
7. DELIVERY/ PAYMENT
8. SURVEY
1. FIRST NOTIFICATION OF LOSS
2. SEARCH CATALOGUE
3. LOSS ASSESMENT
CLAIMS HANDLER
4. IN KIND RESTITUTION
SCALEPOINT
(country)
CONTROLLING CLAIMS COSTS
Summary
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Trends and competitive environment
ECHO platform
TAG ID
Garage Management
European Claims & Mobility Services
Claims Replacement Services
 Bucking the trends and fighting claims expenses
 Van Ameyde = reliability
 INNOVATION
Thank you!