Digitally Transforming The Claims System: Grenville Mutual

A 2024 ICTA nomination

Toronto, ON (Jan. 25, 2024) – Grenville Mutual began working with Cognition+ to digitally transform their Claims system and processes in 2021.

Key problems they wanted to address included:

• Ensure that the majority of their claim business processes were being conducted including the associated correspondence and documentation in one system as a fully digital file
• Ease the onboarding of new personnel through an intuitive interface, a guided workflow and step-by-step guided claim work plans tailored to each claim type
• Establish a claim centric file and sub-file secure approach that would still be connected to the enterprise data for policy and accounting
• Increase speed of processing and adjusting claim files
• Implement a platform that would allow for further stakeholder and vendor integrations via application programming interfaces

Grenville successfully went live on the Cognition+ Claims solution on March 5th, 2022 after a data conversion, process optimization and staff training project.

Key Features of Cognition+ Claims Solution implemented by Grenville:

• Efficient Deductible, Reserve & Claim payment administration
• Reinsurance management, including Combination Claims involving multiple treaties.
• Catastrophe Claim (event based paradigm) Management
• Streamlined and File-specific privacy views
• Configurable work plans, including customizable checkpoints for File Audit and workload management
• Comprehensive Claim Correspondence Creation, Retention & Distribution
• Quick Add Feature to quickly add notes, documents or tasks to a claim subfile, including Entity Linking to easily associate specific claim notes, documents and tasks to each other
• Enhanced Information Retrieval capabilities, including search filters, tags and favorites
• Rapid task switching through the use of multiple application tabs
• Claim and Reinsurance reporting

Value experienced

• Able to open a new Claim file and assign work to adjusters 3x faster
• Improved user experience reported by Claims files managers and adjusters
• Quick Add feature helped increase Claims team productivity
• Greater reliability and confidence in communicating status of Claim due to ability to see all information in one screen (as opposed to having to navigate between multiple screens simultaneously)
• File Documentation all located in one system linked to supporting transactions removing the need for multiple systems
• Improved Disaster response and management that was tested and confirmed during the Derecho event in the Ottawa area (across Ontario) on May 21st, 2022 – non-claims personnel could be utilized to enter initial setup freeing up adjusters to work with impacted clients
• Ease of system transition while ensuring enterprise approach to data management
• Stability of expense ratio with respect to Claims implementation with no negative impact to net income from this transition

About Grenville Mutual Insurance Company

Grenville Mutual Insurance Company is a progressive insurance company delivering the best customer experience in the rural Eastern Ontario region for 130 years. We are a full-service property and casualty insurer focused primarily on Eastern Ontario. We successfully deliver our products through a network of independent Brokers and Agents. As a Mutual insurance company, our mission has always been to strengthen our communities through helping people whether it is through the products and services we sell or through our community involvement. We offer products and loss prevention advice for home, automobile, businesses and agriculture, and are known for our high-touch, customer-focused approach to claims and risk selection. For more information, visit www.grenvillemutual.com.

About Cognition+

Cognition+ is an insurance technology provider that empowers insurance companies of all sizes to digitally transform and gain a 360° view of their business. In addition to a fully customizable Enterprise Insurance Management Platform, Cognition+ offers on-demand support, connectivity, cybersecurity, and development services. Established in 1996, and wholly-owned by its clients, Cognition+ has strong longstanding relationships with insurance and technology partners focused on innovation and mutual success. For more information, visit gocognition.com.

SOURCE: Grenville Mutual Insurance Company