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Mobile insurance claims from IBM

Executive summary

Business view

Technical details

The goal

Extend your claims organization

Expand customer services and optimise claims assignments. Our mobile claims solution can enable your claims organization to speed hand-offs to the inside staff, maximize the use and value of estimating tools and improve parts usage. You can also enable real-time communication and collaboration virtually anytime and anywhere.

The advantage

The IBM difference

IBM is an industry leader in wireless technology and integration, with hundreds of customer engagements and satisfied insurance professionals across the globe.

Results from several IBM wireless and mobility projects in 2002 indicated that significant benefits could be obtained from the introduction of mobility into processes.
We have more than 2,000 dedicated wireless and pervasive services professionals with varied and extensive experience.

The benefits

Streamline core claims processes

Use the mobile insurance claims solution to increase mobility capabilities within your claims processes.

Notification and assignment:

Receive more accurate and timely information with wireless notification.
Quickly dispatch the right claims adjuster with notification of the situation.
Dispatch additional assignments throughout the day, based on location and availability.

Schedule and contact:

Improve claim adjuster productivity through timely scheduling.
Enable faster reactions to customers on claims through dynamic collaboration and information capabilities.
Increase use of damage estimating tools, at the point-of-impact.
Reduce the number of customer visits by having the right information at hand on and off site, supported by real-time access to enterprise-wide systems.
Increase use of alternative parts by providing real-time access to databases.

Negotiate and settle:

Settle based on up-to-date information from on demand access to back-end information.
Offer payment to the customer on site, reducing the number of customer visits and claimant contacts, allowing the staff to handle more claims.
Speed hand-offs to inside claim handlers---reducing cycle time.

Close the file:

Speed the time it takes to resolve claims and close the file, enabling improved underwriting and management reporting capabilities.

The approach

Reaping the benefits of mobile claims

A market leader in personal auto insurance, the Progressive Corporation, extended their current mobile claims capabilities with the help of IBM. By improving the use and performance of the company's existing systems, Progressive claims representatives can be more responsive to customers.

In another implementation, the People's Insurance Company of China teamed with IBM to automate their vehicle claims process. Claims adjusters in the field can now capture and send claims data. The resulting system has reduced what was once a three-day task to two hours of office work. Our solutions helped them improve customer service and increase data accuracy.

The financial advantage

Increase profitability

IBM can help you gain a significant return on your mobile insurance claims solution investment.

Reduce loss adjustment expense through increased claims adjuster productivity and cycle times.
Use the most up-to-date information to reduce loss severity and fraud.
Minimize claim expense leakage through quicker evaluations and assessments to damaged vehicles or other claims.
Reduce administrative costs through minimized errors and streamlined claims processing.
Save on travel expenses by reducing the number of customer visits.

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