BUSINESS DESIGN DOCUMENT
ECF2 Reporting – ECF Cycle Times (ECF005)
DL5122 – Average Cycle Times for LIRMA Claims by Broker
Author
David Willcocks
Customer
Version
1.0
1.1
Release Date Summary of Changes
30/03/2010 First Draft
26/05/2010 Amendments made following CDW Working Group review
1) Remove Print Sort Code column
2) Cycle times now shown in both working days and calendar days
3) Sub-divide cycle times by Transition Indicator and Advice/Settlement
Indicator
4) Clarify how average cycle times are calculated for queried transactions
1.2
1.3
07/06/2010
08/12/2010
1.4
29/12/2010
1.5
10/01/2011
2.0
09/02/2011
Distribution
Name
Split Report Name and Period
1) Clarify that only Bulk Headers should be reported
2) Remove Report Occurrence and Email Address from the Report Header
3) Amend note stating that ‘As At’ reports are available from Jan 2009. This
should now specify that they are available from the point when temporal view of
the production data is available.
1) Refer to the 'Cycle Times Examples' document in the specifications.
2) Change the headers to show 'AVERAGE' - i.e. 'AVERAGE DAYS WITH
BUREAU LEADER', etc.
3) Clarify how completion date is determined for LIRMA advices.
3) 'Days to Full Agreement (Calendar Days)' and 'Days to Full Agreement
(Working Days)' are required on the ECF005 reports. These should be
further to right than 'Days to Complete'.
Remove assumption which mentions 'As At' reporting being available back to
January 2009.
Final Version
Title
Page 1 of 15
Table of Contents
1.
INTRODUCTION .................................................................................................................................... 3
2.
REQUIREMENTS DEFINITION ............................................................................................................. 4
3.
2.1
Service Objectives ......................................................................................................................... 4
2.2.
Scope ............................................................................................................................................ 4
2.4.
Deliverables .................................................................................................................................. 5
Detailed Service Design ......................................................................................................................... 7
3.1
Solution Overview .......................................................................................................................... 7
3.2
Outline Deliverables ....................................................................................................................... 7
3.3.
Extract Criteria ............................................................................................................................... 7
3.4.
Data Requirements ........................................................................................................................ 8
3.5.
Report Structure & Output ........................................................................................................... 12
3.6.
Graphical Requirements .............................................................................................................. 12
3.7
Risks and Issues .......................................................................................................................... 12
3.8.
Assumptions ................................................................................................................................ 12
3.9
Data Clarification (Hotspots) ........................................................................................................ 13
3.10.
Interfaces ................................................................................................................................. 13
Appendix A .................................................................................................................................................... 14
A.1.
LIRMA ‘Queried’ Transaction – Example .................................................................................... 14
Appendix B .................................................................................................................................................... 15
B.1
Claim Response Codes ............................................................................................................... 15
Page 2 of 15
1.
INTRODUCTION
There is a requirement to provide brokers with information regarding the length of time being
taken to complete ECF transactions – i.e. from the point that the broker created the
transaction on the ECF/CLASS system to the time when the transaction was fully authorised
by the carriers involved. Xchanging has been asked to develop reports which will provide
brokers with key information on this subject.
The different steps in the ECF process will be reviewed and the time taken to complete these
different stages on individual claim transactions will be measured and reported. The
information provided will enable brokers to compare their performance against market average
figures. ‘Bottlenecks’ will be highlighted by the reports to enable market participants to
improve their claims-handling performance.
The report described in this document will be supplied to the broking community. The report
will provide high-level average cycle-time information for ILU claims by broker.
The reports, which will only provide details of completed transactions, will be produced on a
monthly basis.
Page 3 of 15
2.
REQUIREMENTS DEFINITION
2.1
Service Objectives
To report response times for LIRMA claims adjusting for a specific broker. The information
provided will enable brokers to compare their performance against market average figures.
2.2.
Scope
2.2.1.
In-Scope
The following are transactions which will be considered for inclusion or exclusion in the report.
Whether they are included or not will depend on the trigger rules, defined in section 3.3.
 All ‘complete’1 LIRMA claim transactions that are processed via ECF
 Both new claims and new transactions on existing claims
 Both loss advices and settlement requests
 Claims that are ‘in transition’ from paper to electronic processing
2.2.2
Out-of-Scope
The following are transactions which will not be considered for inclusion or exclusion in the report.
 Claims that have not been processed via ECF
 Incomplete transactions
 Transactions that have been deleted or cancelled
 LIRMA transactions where a carrier has applied an ACC response.
 ILU and Lloyd’s claim transactions
’Completed’ means transactions that have been fully agreed (advice-only transactions) or fully signed
(transactions involving settlement)
1
Page 4 of 15
2.3.
Data Required
The report will include the following information: The reports will examine LIRMA ECF transactions that were completed2
during the previous reporting period. Details of all ECF claim transactions
that meet the criteria stated above will be included – i.e. both claims advice
and settlement requests.
 Cycle time information will be provided to indicate the average length of time
that bureau leaders and agreement parties took to authorise transactions
and, in the case of queried items3, the number of days that these
transactions were ‘with’ the bureau leader, the agreement parties and the
broker. The periods of time will, in all cases, be measured in both calendar
days and working days.
 Cycle-time averages will be split by the following criteria:-
Transactions that were and were not queried by one (or more) of
the carriers.
Transactions that are ECF and those that are in transition from
paper to electronic processing.
Transaction type (i.e. Settlement or Advice)
 The LIRMA market average figures will be shown at the top of the report.
These will be taken from the DL7572 report (IUA ECF Cycle Times - Market
Averages)
 Bulk collections will be included at Bulk Header level – Bulk Components will
not be included in average cycle times. This is because the report details
cycle times for the agreement process, and it is the Bulk Header that is
agreed, not the associated components.
2.4.
Deliverables
These reports will be issued to all brokers, with the details being split by broker code
within the broker group.
The market sector average figures for the reporting period will be shown in the first
four rows of these reports (and the words ‘Market Sector Average’ will be shown in the
broker name field in these rows.)
Details of the data fields that will be provided within the reports are provided within
Section 3.4 (below). An example of how the number of days that a queried LIRMA
’Completed’ means transactions that have been fully agreed (advice-only transactions) or fully signed
(transactions involving settlement)
3 LIRMA ‘INF’, ‘FIL’, ‘NO’ or ‘DIS’ responses represent a request for further information – which will be
taken as a ‘Query’. A LIRMA Lead ‘Reject’ will also be treated as a query (as this will mean that the claim is
‘with’ the broker)
2
Page 5 of 15
transaction is ‘with’ each party will be calculated is shown in Appendix A and
examples of how the number of days should be calculated for other scenarios can be
found in the “ECF005 Cycle Times Examples” document. A full example of the report
is contained within Section 3.5.
Page 6 of 15
3.
DETAILED SERVICE DESIGN
3.1
Solution Overview
The report will be scheduled to run monthly and will provide brokers with average cycle times for
LIRMA claims adjusting.
The report can also be run ‘as at’ a requested (month end) date, providing details of
average cycle times for the preceding month. Note:- It will only be possible to request ‘As
At’ reports for reporting periods that fall after the point from which a temporal view of the
production data is available.
3.2
Outline Deliverables
Report No.
DL5122
Report Title
Description
Purpose
Average Cycle Times for
These reports will show the average
To report response times for
LIRMA Claims by Broker
amount of elapsed time that the
claims adjusting for a specific
agreement parties took to authorise
broker for comparison to
transactions that were completed in the
market-wide averages.
previous month and, in the case of queried
items, the number of days that these
transactions were ‘with’ the agreement
parties and ‘with’ the broker.
3.3.
Extract Criteria
All LIRMA ECF claim transactions that have moved to status of complete during the last calendar
month4 will be extracted.
This includes: LIRMA ECF Claim transactions
 LIRMA Claims in transition from paper to electronic processing
 Loss advices and Settlement transactions
 First and subsequent advices
.
Excluded are: Non-ECF transactions
 Deleted Transactions
 LIRMA transactions that have been cancelled by the leader
 LIRMA transactions where one or more carriers have applied an ACC response (these will
not be ‘completed’)
 ILU and Lloyd’s claim transactions
4
Calendar month will be calculated using the actual date that the transaction completed. Therefore, where
a claim signs on Saturday 01/05/2010, it will be included in the report for May – although it will be allocated
a Signing Date of 30/04/2010.
Page 7 of 15
3.4.
Data Requirements
The report will contain the following data.
Header Information
The following information will be provided in the header for each of the reports.
Field Name
Source
Format
Definition
Report Number
DL5122
Alpha/Numeric (6)
The ‘DL’ number allocated to the report.
Report Name
LIRMA ECF Transaction Cycle
Alpha/Numeric (50)
The report name
Alpha (6)
The period covered by the report
DD/MM/YYYY
Date of run (to identify when the extract program was run).
DD/MM/YYYY +
The time and date when the report is actually produced.
Times – Broker Averages
Report Period
XXX-YY
Where:XXX = Month (e.g. ‘Jan’, ‘Feb’,
etc)
YY = Year
Extract Date
Current Date (for scheduled
reports)
Specified date for Ad-Hoc ‘As
At’ reports
Report Date and
Time
Current Date / Time
HH:MM
Page 8 of 15
Report Detail
The report provided to the market associations will contain the following information.
Field Name
Broker Name
Source
Set to the Broker Name
Format
Definition
Alphanumeric (20)
The Broker Name
Alphanumeric (4)
The Broker Code to which the cycle times relate.
associated with the Broker
Code
For the Market-Wide
averages, will be set to
“MARKET SECTOR
AVERAGE”
Broker Code
Note:- The broker who processed the entries used to calculate
the cycle times will be determined by reference to the broker
code that was included within the Transaction Reference (‘TR’)
Number of
Numeric (5)
Transactions
Queries Raised
The number of transactions that were ‘completed’ during the
reporting period for the broker code in question.
Y = Queries raised
Alpha (1)
Indicates whether or not one or more queries were raised by the
agreement parties
N = No queries raised
Transition
T = The transaction is a first
Indicator
advice on a claim ‘in transition’
Alpha (1)
An indicator that identifies whether the transaction relates to a
claim that is ‘in transition’ from paper to electronic processing.
Y = ECF Claim
Advice /
Settlement
A = Advice
Alpha (1)
An indicator that identifies whether the transaction was for
advice purposes only or whether it was a claim settlement
S = Settlement
Indicator
Average Days with
request.
Numeric (3)
The average number of calendar days that bureau leaders took
Bureau Leader
to authorise transactions that were completed during the
(Calendar Days)
reporting period. With regard to queried (rejected) entries, the
calculation will use the total number of days that the transactions
were awaiting action from the bureau leaders.
Note:- This figure will include all working days that the
transaction was ‘with’ the leader until the transaction is
circulated. Once circulated, the leader will count as any other
agreement party and their time included in the ‘Days With
Further Agreement Party’ figures (below). See example in
Appendix A.
Page 9 of 15
Field Name
Average Days with
Source
Format
Numeric (3)
Definition
The average number of working days that bureau leaders took to
Bureau Leader
authorise transactions that were completed during the reporting
(Working Days)
period. With regard to queried (rejected) entries, the calculation
will use the total number of days that the transactions were
awaiting action from the bureau leaders.
Note:- This figure will include all working days that the
transaction was ‘with’ the leader until the transaction is
circulated. Once circulated, the leader will count as any other
agreement party and their time included in the ‘Days With
Further Agreement Party’ figures (below). See example in
Appendix A.
Average Days with
Numeric (3)
The average number of calendar days that the further agreement
Further Agreement
parties took to authorise transactions that were completed during
Parties (Calendar
the reporting period. With regard to queried entries, the
Days)
calculation will use the average number of days that the
transactions were awaiting action from these carriers. The period
measured will be from the point that the Bureau Leader
circulated the transaction to the time when the transaction was
authorised by the further agreement parties.
Note:- The leaders line will be included in the calculation – i.e.
Once the claim is circulated, the leader will be treated the same
as any other agreement party. See example in Appendix A.
Average Days with
Numeric (3)
The average number of working days that the further agreement
Further Agreement
parties took to authorise transactions that were completed during
Parties (Working
the reporting period. With regard to queried entries, the
Days)
calculation will use the average number of days that the
transactions were awaiting action from these carriers. The period
measured will be from the point that the Bureau Leader
circulated the transaction to the time when the transaction was
authorised by the further agreement parties.
Note:- The leaders line will be included in the calculation – i.e.
Once the claim is circulated, the leader will be treated the same
as any other agreement party. See example in Appendix A.
Page 10 of 15
Field Name
Average Days with
Source
Format
Numeric (3)
Definition
The average number of calendar days that queried transactions,
Broker (Calendar
completed during the reporting period, were awaiting some form
Days)
of action from brokers. This field will be blank for transactions
that were not queried5.
Only transactions that were queried will be included in the
calculation.
Note:- time taken to respond to leader queries (i.e. following lead
reject) will be totalled. However, the time taken to respond to
queries after lead circulation (i.e. ‘FIL’, ‘INF’, ‘DIS’ or ‘NO’
responses) will be taken as an average across all queried lines
on the market. This is because LIRMA lines are reported
individually on detail reports. See example in Appendix A.
Average Days with
Numeric (3)
The average number of working days that queried transactions,
Broker (Working
completed during the reporting period, were awaiting some form
Days)
of action from brokers. This field will be blank for transactions
that were not queried.
Only transactions that were queried will be included in the
calculation.
Note:- time taken to respond to leader queries (i.e. following lead
reject) will be totalled. However, the time taken to respond to
queries after lead circulation (i.e. ‘FIL’, ‘INF’, ‘DIS’ or ‘NO’
responses) will be taken as an average across all queried lines
on the market. This is because LIRMA lines are reported
individually on detail reports. See example in Appendix A.
Average Days to
Numeric (3)
The average number of calendar days that it took for the
Complete
transaction to be completed - i.e. from the date that the broker
(Calendar Days)
created the transaction on CLASS/ECF until the transaction is
set to complete. For settlements, completion will occur when the
transaction is fully signed. For advices, it will occur either when
the transaction is fully agreed (if at least 10 working days after
circulation) or 10 working days after circulation, if agreed prior to
this.
Note:- If the broker has either updated or deleted and replaced
the transaction then the date used will be the date when the
original transaction was created.
Queried LIRMA transactions will be deemed to be ‘with the broker’ from the time that the carrier involved
entered an INF (or FIL, NO or DIS) response until the point when the carrier updated this response to CAA,
YES or CES (see Appendix B.1). A LIRMA Lead ‘Reject’ will also be treated as a query (as this will also
mean that the claim is ‘with’ the broker)
5
Page 11 of 15
Field Name
Source
Format
Average Days to
Numeric (3)
Definition
The average number of working days that it took for the
Complete
transaction to be completed - i.e. from the date that the broker
(Working Days)
created the transaction on CLASS/ECF until the transaction is
set to complete. For settlements, completion will occur when the
transaction is fully signed. For advices, it will occur either when
the transaction is fully agreed (if at least 10 working days after
circulation) or 10 working days after circulation, if agreed prior to
this.
Note:- If the broker has either updated or deleted and replaced
the transaction then the date used will be the date when the
original transaction was created.
Average Days to
Numeric (3)
Full Agreement
The average number of days that it took for the transactions to
be fully agreed.
(Calendar Days)
Note:- If the broker has either updated or deleted and replaced
the transaction then the date used will be the date when the
original transaction was created.
Average Days to
Numeric (3)
Full Agreement
The average number of days that it took for the transactions to
be fully agreed.
(Working Days)
Note:- If the broker has either updated or deleted and replaced
the transaction then the date used will be the date when the
original transaction was created.
3.5.
Report Structure & Output
An example of the DL5122 (Average Cycle Times for Company Claims) report is attached:-
DL5122.csv
3.6.
Graphical Requirements
None
3.7
Risks and Issues
None
3.8.
Assumptions

Cycle times for further agreement parties and the broker’s response to INF, FIL, DIS
and NO ‘Queries’ will be calculated as an average across all lines on the market
Page 12 of 15
(including the leaders line – who will be treated as any other agreement party postcirculation).
3.9
Data Clarification (Hotspots)
None
3.10. Interfaces
A number of Stakeholders (or Interested Parties) have been identified. These are as follows:

LMG – The London Market Group are the customer.
LIIBA – The ‘London & international Insurance Brokers Association’ members will be the
recipients and end users of the solution implemented. They have an inherent need to
understand the solution and are required to input in to decisions affecting the business
outcome.
Page 13 of 15
APPENDIX A
A.1.
LIRMA ‘Queried’ Transaction – Example
Calendar
Days
Working
Days
Action
By
Transaction deemed to be with which party?
0
0
Add
Broker
LEADER
1
1
2
2
Reject
Leader
BROKER
3
3
4
4
Update
Broker
LEADER
Circulate
Leader
LEADER (A/P 1)
YES
Leader
Complete
INF
A/P 1
DIS
A/P 2
YES
A/P 1
Complete
YES
A/P 2
COMPLETE
5
6
7
8
5
A/P 2
A/P 3
6
9
7
10
8
11
9
12
BROKER
BROKER
13
14
10
15
11
16
12
17
13
18
14
19
The ‘Total Number of Days With’ will be calculated for each party as follows:-
Party
Total Number of Days
‘With’
(Calendar Days)
LEADER
4
Further A/P’s
4
BROKER
8
Days to Complete
19
Comments on
Derivation
Average per
Agreement Party
2 + 6 (average per A/P
query)
Total Number of
Days ‘With’
(Working Days)
3
3
6
14
Page 14 of 15
Comments on
Derivation
Average per
Agreement Party
2 + 4 (average per
A/P query)
APPENDIX B
B.1
Claim Response Codes
Details of how carriers can respond to transactions within ECF2/CLASS are provided below for information.
Response
Status Code
Response Status
Claim Advice Accepted (claim advices)
Carrier requires further information (claim advices & settlement requests)
File or further documentation requested (claim advices & settlement requests)
Carrier in Dispute regarding the claim (loss claim advices only)
Claim Settlement Agreed (settlement requests)
Carrier is disputing the claim (settlement requests)
Carrier agreed claim but has an accounting issue with the client (settlement
requests)
YES responses set to CES if carrier sets Immediate Partial Collection to
‘C'
Page 15 of 15
CAA
INF
FIL
DIS
YES
NO
ACC
CES