Techniques, tools, products, services and information

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Claims, that process which fulfills the promise the insurance policy makes, seems to have often suffered from secondary status - secondary to the sizzle of distribution. But the world changes! The Client is now king, and the focus is on customer service, satisfaction and loyalty. The Claims star shines more brightly.

Business to business elements of e-business are capturing the lion's share of the attention. So much of the Claim's handler's job has been message switching, and the Internet promises to tackle that work effort head-on.  The computer linkages among parties to the Claims process will be increasingly automated, as will simple workflow and rules. That mind-numbing message-switching role will diminish, and the claim professional's value through knowledge, experience, skill, and the right data will come more strongly to the fore. And the Consumer will be increasingly linked to the process as well.

Here then some of the tools, solutions, and services which are being deployed in this pursuit of Claims excellence. This information will mostly have some Internet linkage, given the nature of this site. We try to make it all relevant to the business in Canada.

If you have a comment, paper, product or service you would like us to consider posting, send it to Doug Grant at doug.grant@insurance-canada.ca. Also send us new announcements pertinent to insurance Claims.

Information & Articles

Articles, editorials, commentary, research and published material pertaining to insurance claims.

• IBC HCAI Steering Committee accepts pilot findings and recommends that 100% insurer adoption occur in March 2010
• Great-West Life signs agreement with TELUS Health Solutions to offer the first national eClaims exchange service for extended healthcare providers
• HCAI Voluntary Pilot Nearing Successful Completion
• Few major natural catastrophe losses in 2009 General trend confirmed by large number of weather extremes: Munich Re
• Vaisala's road weather stations help conserve salt in the UK
• IVANS Reports 165% Growth in Claims Download to Agents as Property-Casualty Invests in Customer Service Initiatives
• J.D. Power and Associates Reports: Overall Customer Satisfaction with the Home Claims Experience is Notably Lower than Satisfaction with Auto Claims
• IBM chosen to build system for electronic health records in Manitoba for improved patient care
• Vaisala presents its contribution to climate change measurement during Copenhagen Climate Change Conference 2009
• iv3 Solutions, new inspection and loss control company launched for North American property & casualty insurance industry
• TIRF releases new interlock primer
• Submitting claims electronically makes it a little easier to be green: Sun Life
• HCAI Voluntary Pilot Launched Successfully
• J.D. Power and Associates Reports: Satisfaction Increases Considerably among Auto Insurance Claimants, Due to Dramatic Improvements in Settlement Timing and Perceptions of Fairness
• Thieves Target USA Heavy Metal: NER
• Towers Perrin USA Health Care Cost Survey Shows Employer-Sponsored Medical Benefit Costs to Rise 7% to Over $10,000 for the First Time
• USA Insurance Industry Tackles Cargo Theft: ISO
• USA: Comparative loss information under six coverages, from the Highway Loss Data Institute (HLDI)
• 9/11 and Insurance: The Eight Year Anniversary - Insurers Paid Out Nearly $40 Billion: I.I.I.
• TIRF releases report "An evaluation of graduated driver licensing programs in North America"
• HCAI Reintroduction Update - September 14, 2009
• Damage Investigation Caused by August 20, 2009 Tornadoes in Vaughan Ontario: ICLR & UWO
• P&C Claim Officers Say to Expect Technology Investments Over the Next Two Years; Customer Experience Seen As Key Driver, According to Towers Perrin Survey
• Improved predictions for 2009 hurricanes: Vaisala
• ISO Announces NMVTIS Reporting Service for Automotive Recycling Industry
• Pioneering wind observing system to be installed in the USA: Vaisala
• Vaisala to launch Road Weather Decision Support System technologies
• Novarica Report: Emerging Technologies Transforming Property/Casualty Claims Processing
• HCAI Reintroduction Update
• Vaisala awarded next phase of National Weather Service Next Generation NOAA Profiler Network contract
• RSA Mobile Claims Response Vehicle rolls into action at the Halifax Fire
• Insurance Bureau of Canada sets record straight: Auto insurance companies support changes that benefit consumers
• Insurance Bureau of Canada sets record straight: For every dollar spent on treatment of auto collision victims, another 60 cents goes to assessments
• Genworth Financial Deploys Guidewire ClaimCenter in Australia
• HCAI Testing Began in April, Public Testing Set for August
• IBC hosts 2009 Auto Theft Export Summit
• CodeEvolution: Recession - Friend or Foe to the Claims Adjuster?
• Raising Location IQ - Measuring Catastrophe Risk in Real Time: PBBI
• Severe Storm Season Like 2008 Could Occur Once Every 4 to 5 Years on Average, According to RMS
• Another Year, Another Record: Tornado Threat Keeps Escalating: A.M. Best Report
• Vaisala participates in the biggest meteorological modernization project in the Russian history
• Policy Locator Service from MIB Solutions Helps Attorneys Find Missing Life Insurance Policies: MIB Solutions
• Chubb Insurance Reviews Benefits of GeckoSystems' Mobile Robot Solutions
• IBM and FINEOS Host Briefing on Insurance Fraud
• New Swiss Re sigma study: 2008 one of the worst years for catastrophe losses
• Munich Re Geo Risks Research: Storm surge major loss driver in 2008
• HCAI Remediation Update
• Vaisala launches the development of a reference radiosonde for climate change observations
• ICLR releases major study on 2003 Kelowna wildfires
• USA Insurers to Pay $25.2 Billion in 2008 Catastrophe Claims, Says ISO's Property Claim Services Unit
• Revolutionary new Vaisala innovation brings significant improvements to lightning detection accuracy
• Insurance Bureau of Canada issues preliminary report on costs of BC storms
• Catastrophe figures for 2008 confirm that climate agreement is urgently needed: Munich Re
• Top 5 insurance claims hotspots for 2009; Emerging risks pose new challenges for UK businesses: AON
• USA's Fire Departments Face Challenges in Staffing, Recruiting and Training Firefighters, and Accessing Water, Survey Finds: ISO Survey
• Fraud and Buildup Add 13 to 18 Percent in Excess Payments to Auto Injury Claims: IRC
• Plans for the re-introduction of the HCAI system have been approved by the IBC Board of Directors and continue to move forward
• ICBC : Collision repair shops win international customer service awards - November 13
• Mendota Insurance selects Innovation Auto for Body Shop Network Management solution
• Buyer Beware! - Watch for Long Term Commitments: Warning from Code Evolution
• USA Insurers to Pay $11.5 Billion in Third-Quarter Catastrophe Claims, Says ISO's Property Claim Services Unit
• Shumka Group unveils new names and brand identities: SCM Adjusters Canada Ltd
• RMS: Hurricane Ike Insured Losses Estimated at $7 Billion to $12 Billion
• Innovative Claims Payment System Earns Progressive a Spot on the InformationWeek 500
• Virtual Claims Adjuster Goes Global
• IRC Research Documents Higher Injury Claim Costs With Lighter Weight Vehicles - Implications of Rising Gas Prices Considered
• Aviva Canada to Expand its Premiere Auto Network
• ISO's Property Claim Services Unit Estimates USA Insurers to Pay $6.03 Billion in Second-Quarter Catastrophe Claims
• CGI Divests Canadian Claims Adjusting and Risk Management Processing Unit
• Hot Wheels: Vehicle Theft Continuing to Decline: I.I.I.
• IBC Survey: Violent storms on June 10, 2008: Damages estimated at $56 million
• CAFC: Fire Chiefs Press Government to Provide Tax Incentive to Volunteer Firefighters
• Aviva Canada Offers Industry First: New End-to-End Money Back Claims Service Guarantee
• Innovation Group Acquires Choice Certified Solutions and Announces the Launch of the "Innovation Property" Managed Network
• Crawford & Company Announce Claims-Management Integration with Xactware
• When Disaster Strikes….TCR of Muskoka Strikes back!
• Towers Perrin: Property/Casualty Claim Officers Cite Competitive Pressures as Biggest 2008 Challenge
• Government of Canada to Harmonize Bumper Standard: Transport Canada
• The Co-operators Launches New Health and Dental Claims Solution
• Audatex Releases Industry Trends Publication for Vehicle Insurers and Collision Repairers
• CGI Insurance Validation Service Identifies Uninsured, High-Risk Vehicles
• ISO’s PCS Unit Estimates Insurers to Pay $3.35 Billion in First-Quarter Catastrophe Claims in USA
• AIA's 2007 Outlook Study Now Available
• Core Claims System Replacement: A European Health Insurance Business Case: Report Published by Celent
• Impact of Colorado No-Fault Insurance Repeal Documented in New IRC Report
• Progressive Receives U.S. Patent for Its Concierge Claims Service Method
• Claimed Medical Expenses for USA Auto Injury Claimants Far Outpace Inflation: IRC
• Lloyd's and LMA to drive claims change programme
• OCRA and NER Combat Equipment Theft in Mexico and Southern United States: ISO
• Case Study: James River Insurance Company
• NICB, ISO, and NER Form Industry Alliance to Combat Equipment Theft
• J.D. Power and Associates Reports: The Time it Takes to 'Get Things Right' Considerably Impacts Auto and Homeowners Insurance Claim Customer Satisfaction
• ICLR releases major study - Sewer Backup: Homeowner perception and mitigative behaviour in Edmonton and Toronto
• Guidewire ClaimCenter® brings business value to Montana's largest workers' compensation insurer
• FINEOS to Provide Canada's Largest Bank with Insurance Claims Management Solution for Disability Insurance
• New Disability Claims Case Management System From IBM/IPD; Webinar With Sun Life Available
• ING Canada announces collaboration with BASF Canada to support Rely auto shop partners
• BUS launches flagship product BUS Manager(TM)
• ISO Acquires HealthCare Insight, Leading Provider of Fraud Prevention and Cost Containment Services for Healthcare
• Guidewire Sets New Performance Standard For Insurance Claims Solutions
• 18th World Conference on Disaster Management - Call for Papers
• Alternative Treatment Accounts for One-Third of All Treatment for Automobile Accident Injuries-Utilization Varies Widely: IRC Report
• I.I.I. Offers September 11 Insurance Analysis, Claims Paid and Future Implications
• Claim Estimation Solutions: Overview and Solution Spectrum: Report Published by Celent
• Popularity of high-performance motorcycles helps push rider deaths to near-record high: IIHS
• NexgenRx and The Co-operators Sign Agreement
• Accident Support Services International Ltd. to partner with the Greater Sudbury Police Service in the Operation of the Collision Reporting Centre
• Excellus BlueCross BlueShield Tackles Health Insurance Claim Fraud, Waste and Abuse With New Service From IBM
• Groupement des assureurs automobiles and CGI Sign Five-Year Contract Renewal Agreement
• Audatex Extends Agreement with Aviva Canada, Inc.
• USA NER Expands Database Services to Help American Insurers Further Reduce Losses and Increase Recoveries
• Insurance Carriers Searching for Balance Between People and Technology in Property & Casualty Claims Processing: TowerGroup
• Crawford Named Best Third-Party Claims Administrator by Business Insurance Readers
• Hurricane Katrina and Insurance: Two Years Later, $40.6 Billion in Insurance Claim Dollars Aid Recovery, Reports I.I.I.
• Conning Research: Substantial Improvement in U.S. Property-Casualty Industry's Reserve Position in 2006
• Guy Carpenter to Mandate Electronic Claims Filing For In-Scope Lloyd’s Market Claims from January 1, 2008
• Disaster Kleenup Canada Announces New Member in New Brunswick
• Automated Benefits Corp: Symbility Announces Solution Partner Agreement With Global Technology Leader and Innovator
• Symbility Solutions Joins Motion Computing Partner Program
• Automated Benefits Surpasses 6,000 Users of the Symbility Mobile Claims(™) System
• Accident Support Services Ltd. Receives Approval to Open a Collision Reporting Centre in Partnership with the Timmins Police Service
• MSB Boosts ICX Web Property Claim Estimating Solution
• The Co-operators selects Guidewire ClaimCenter(R) to modernize end-to-end claims handling
• Allegient Systems Launches Insurance Industry's First Web-Based Independent Adjuster Bill Review Solution
• Desjardins Financial Security acquires a license to the NewLink Vista Claims/Benefit Management Business Requirement Reference Model
• Automated Benefits Corp.: Symbility Expanding Throughout North America
• CAA and TIRF release study on the impact of short-term licence suspensions in Saskatchewan
• TowerGroup: Insurers Must Embrace Enterprise Mobility Strategy to Improve Customer Service and Drive Down Costs
• Insurance Fraud Mitigation Technology: Beyond Red Flags: Report Published by Celent
• Insurers, ISO, And The National Insurance Crime Bureau Implement Initiatives To Improve Antifraud Resources in USA
• Soaring Diagnostic and Chiropractic Treatment - Costs Drive Florida No-Fault Claim Costs Higher: Insurance Research Council
• The Dominion of Canada General Insurance Company Goes Live with Guidewire ClaimCenter
• Xactware Announces Xactimate 25
• Rollout Guideline for Health Claims for Auto Insurance in Ontario: FSCO Bulletin
• Xactware Releases 2006 Property Report
• Investigating Fires involving Electrical Power Distribution Systems: CAFI Seminar
• Symbility Solutions Inc. Redefine Insurance Claims Management With the Delivery of Mobile Claims 2.8
• Guy Carpenter Announces Successful Implementation of Accounting & Settlement (Phase 1)
• Automated Benefits Surpasses 5,000 Users of the Symbility Mobile Claims (TM) System
• Free IntegriClaim Training from MSB for PLRB/LIRB Conference Attendees
• Audatex Announces Autosource Plus
• J.D. Power and Associates Reports: Nearly 20 Percent of Customers Consider Switching Auto Insurance Companies Following Their Most Recent Collision Claim
• U.S. Tort Costs Total $261 Billion in 2005, According to Tillinghast Study
• The Ohio Casualty Insurance Company Selects Guidewire ClaimCenter
• Guy Carpenter and Amlin Announce First Full Paperless Electronic Claims Settlement
• MIB Solutions’ Claims Activity Index Touted at International Claim Association’s Annual Meeting
• Preliminary Swiss Re sigma estimates of catastrophe losses in 2006: benign year for property insurers
• ICBC takes civil action against 20 people allegedly involved in an auto theft scheme
• Conning Research: A Quiet Revolution in Property-Casualty Claims Management
• TIRF: New primer on continuous transdermal alcohol monitoring
• Boomerang Successfully Recovers First Stolen Vehicle Equipped With Its New Espion Device
• Automated Benefits Expands Business in Quebec: Symbility Solutions signs contract with Promutuel
• Guidewire Software Announces ClaimCenter 4.0
• Allegient Systems Partners with Fiserv Insurance Solutions
• Crawford & Company Acquires e-Triage®
• Symbility Mobile Claims Solution Recognized in Categories of Best Tablet PC Application and Best Enterprise Software for Field Inspections
• Innovation Group To Acquire First Notice Systems from Concentra
• Allegient Systems Ranked as one of the World’s Foremost Software and Service Providers by Software Magazine
• ISO: Xactware's Network Processes 10 Millionth Estimate
• Inter-Provincial Auto Theft Ring Discovered: IBC
• Automated Benefits Reaches Milestone of 3,500 Individual Users of the Symbility Mobile Claims™ System
• ISO: DxCG Introduces Disease Management Calculator
• Technology-Enabled Claims Performance Improvement: Report Published by Celent
• New "Forum on Driving and Function" section added to TIRF website
• Progressive Commercial Auto Releases Insurance Claims Data; Pinpoints When Most Crashes Occur
• MSB 2006 ITV Quality Index Figures Show Slight Improvement in Home Insurance Valuations
• MSB Advisory Board Meeting Attracts Industry Thought Leaders
• Merastar Insurance Selected as Finalist for A.M. Best's E-Fusion Award Based on Guidewire Implementation
• Lloyd's London insurance market goes live with new electronic claims system
• ACE INA Canada Announces Opening of ESIS(R) Canada Office in Toronto; A Claims Administrator Offering Customized Claims and Risk Control Solutions
• Custard Insurance Adjusters Selects MSB IntegriClaim™ As Preferred Claims Tool
• Guidewire ClaimCenter Receives Leading Core Claim System Position in Celent Report
• Suncorp Selects Guidewire ClaimCenter®
• National CARSTAR Industry conference share ideas and information
• Sequoia Insurance Company Replaces Legacy Claims System with Guidewire ClaimCenter
• Crawford & Company to Acquire Broadspire Services from Platinum Equity
• ISO Acquires Xactware, the Leading Provider of Estimation Software and Services for the Property Insurance Industry
• MSB Streamlines Customer Support Efforts
• Allegient Systems introduces new version of Expense and Performance Management Suite
• 2006 CAFC Conference: Fire Chiefs of The Year Announced; Stronger Support from Ottawa Requested
• J.D. Power and Associates Reports: Fountain Tire Ranks Highest in Overall Customer Satisfaction With Auto Service in Canada
• New TowerGroup Analyst in Insurance Practice Outlines Actions Government, Insurance Industry and General Public Must Take In Order To Mitigate Financial Impact of Catastrophes
• Nearly 95 Percent of Homeowners Claims from Hurricane Katrina Settled and Tens of Billions of Dollars Paid to Affected Communities in Louisiana and Mississippi, Insurance Information Institute Reports
• AIR Worldwide Sponsors Groundbreaking Hurricane Research Effort
• Insurers Turn To Satellite Technology for Help in Managing Wildfire Risks: ISO
• Progressive Claims Service Launches New Catastrophe Web Site
• Lloyd's warns insurers to face the challenges of climate change
• Symbility to offer Sinisoft customers mobile claims with the Sinisoft database
• Xactware Launches into Software Agreement with MetLife Auto & Home
• Farmers Alliance Insurance Reports Success with MSB's Tele-Estimating™ Services
• MSB Improves, Expands CAT-Ready Claim Support
• Automated Benefits Signs Up 3,000th User of Symbility Solutions' Mobile Claims™ System
• Advanced Field Services Integrates Field Information Transfer from MSB
• CARSTAR Automotive Canada signs on as a SMART national vendor
• Recognizing quality, safety and service, OneWorld Assist receives ISO certification
• ICBC uncovers a suspected fraud ring and initiates action
• TIRF 43rd Annual General Meeting Presentations
• ICBC uncovers a suspected fraud ring and initiates action
• New study highlights increased uncertainty in Canada's legal environment: IBC
• IBC hosts 2006 Auto Theft Export Summit (June 8, 9) - "Combating Auto Theft, Organized Crime & Terrorism"
• Guy Carpenter Announces Launch of Electronic Claims File Initiative
• AIR Worldwide Analysis Concludes That Significant Uncertainty Overshadows Projections of Near-term Hurricane Activity
• Auto Injury Claimants in New York City Vastly Different From Claimants in the Rest of New York State, IRC Study Finds
• III: Catastrophe Losses Will Double About Every 10 Years, Says Leading Catastrophe Modeling Expert at PCS Conference
• Saskatchewan Mutual Insurance Selects MSB's IntegriClaim™
• First General Services Canada Teams Up with Xactware Inc. to Improve Efficiency
• Crawford to conduct a pilot project utilizing SMART Insurance Technology™ from CGI
• Leading Symbility Solutions Demonstrates Mobile Claims Integration with Microsoft 'R' Insurance Value Chain at ACORD/LOMA Insurance Systems Forum 2006
• Top Canadian Restoration Company Implements Leading Software from Xactware Inc. to Deliver Big Results
• MSB Announces Successful IntegriClaim™ 8.0 Rollout
• BCBSNC Increases Productivity Using Automation Engine from IPD
• MSB Announces Release of IntegriClaim Express 2.2
• ISO Tackles the Rising Cost of Claims and Claims Handling
• Florida Auto No-Fault Claim Costs Climb as the Seriousness of Injury Declines: IRC
• I.I.I. says USA Insurers Face Challenges as Injured Veterans Return from War
• Ontario's WSIB Adds Crawford Canada to Vendor List of Labour Market Re-Entry Service Providers
• Farmers Mutual of Nebraska selects Symbility Solutions as mobile, on-site claims software provider
• Garda Strenghtens Its Position As a Canadian Leader in Consulting and Investigations Services
• Automated Benefits Inc. Signs Contract with Johnson Schock Lowden Inc.
• CROMS from Accident Support Services Wins Two Awards from Microsoft!
• Swiss Re sigma, catastrophe report 2005
• USA National Equipment Register Releases 2005 Equipment Theft Report
• Insurance Fraud and Buildup Add Approximately $400 Million to California Auto Injury Claims, IRC Study Finds
• MSB Executive Seminar Touts Analytics, Best Practices To Improve Carrier Performance
• Windsor Investigation Services Now Serving London and the Surrounding Area
• South Western Group Out-sources Claims Administration to Crawford
• Automated Benefits "Symbility" Commences Two U.S. Software Pilot Programs
• ISB and CARPROOF.COM Announce Agreement for Distribution of Products to the Property and Casualty Insurance Claims Market
• MS/B Improves Claims Estimating for Upscale Homes

For a list which also includes older articles etc. and a brief summary of some of them, go to Vendor Announcements, Canadian articles and other articles.