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The Browser Revolution
By Randy Wheeler
Today's property/casualty insurance professionals face increasingly more work and ongoing changes in the industry.
The sheer volume of manual, paper-based transactions has made operations inefficient and costly, and the lack of
workflow automation has prevented people from focusing on the tasks that directly affect costs and claims settlements.
To further complicate operations, there are now significantly more stakeholders in the insurance process.
Although this allows the most appropriate and experienced individuals to handle specialized activities, there is an
increased need to effectively communicate and connect these parties. Since many of these stakeholders have their own
proprietary systems, disparate silos of information have also resulted, making it difficult for individuals to get the
information they need in a timely and efficient manner.
Excitement over the Internet's role in addressing these
concerns has increased, as more insurance professionals, who were at first hesitant to adopt Internet technology, are
now comfortable with "surfing the Net". They trust the Internet with secure e-commerce transactions, online banking, and
travel arrangements. As such, they are now turning to the Internet as a way to transform insurance operations and
management processes.
The Browser Revolution
Today, the Internet is a cost-effective way to automate operations and
to facilitate the sharing of information with different stakeholders, including agents and brokers, insurers, claims
professionals, risk managers, employers, medical providers, case managers, frontline supervisors and third-party
administrations (TPA). With this type of collaboration, many organizations are experiencing improved results and
controlled costs.
The latest advancement in Internet technology is the browser-based system. As the name
suggests, browser-based technology requires only a browser to run Ð a standard pre-packaged application on most
computers. The architecture of these systems allows implementation and upgrades to occur at the server level, rather
than individual workstations. As a result, maintenance and updates remain transparent to users.
At the crux of
browser-based benefits is the broad spectrum of access these systems offer. Virtually an unlimited number of users can
connect. Organizations allow insurance professionals to access the application from their Internet connection at home
and from the road, or they can restrict access to their company's own network or intranet.
Since browser-based
solutions adhere to established protocols and standards, they are highly interoperable, meaning they work well with
various development platforms. As the "browser revolution" becomes more widespread, this interoperable platform will not
only impact the way insurance organizations acquire, utilize, and maintain systems, but also allow for more integration.
For instance, interoperability allows integration with systems from other departments, including accounts receivable and
human resources. As a result, browser-based technology is enabling a common platform to be created that will consolidate
all related insurance functions and information systems.
A Common Platform Solution
Efficiency and productivity can double when insurance functions
are consolidated into a common browser-based platform. This means all necessary functions are brought together,
including claims administration, risk management, bill review, document imaging, policy administration, report
distribution, automated forms and letters, and explanation of benefits. A common platform solution also consolidates the
management of various insurance lines, including property, auto, workers' compensation, general liability and other
lines.
Many organizations have added scanning and document imaging to this infrastructure. Electronic documents
are stored to the centralized database, accessible to multiple parties. With all entities having access to timely data,
each individual can effectively manage their part of the insurance process, controlling costs and improving outcomes
over time. For instance, real-time distribution of reports has allowed risk management professionals to hone in on
specific high-cost, high-risk areas.
Incorporating Internet Concepts
The infrastructure of browser-based technology incorporates
critical Internet concepts Ð like e-mail and hyperlinks Ð into various insurance processes. This provides improved
communication and efficiency. For example, a browser-based claims management system seamlessly integrates e-mail into
its workflow. In this way, automated forms and letters can then be sent via e-mail. At the same time, the information is
stored within the claim file, improving documentation. This is especially beneficial when a specific claim is being
handled by several individuals.
Hyperlinks to specific information can also be sent via e-mail. This allows
external users or "guests" to directly access information they need. The hyperlink is secure, and access rights are
defined by the sender. For instance, an adjuster can e-mail a hyperlink to a claim. The link could be sent to an
organization's defense attorney, with the adjuster defining the attorney's access rights. By clicking on the hyperlink,
the attorney connects to real-time claims notes. With properly defined access, the attorney could add information
directly to the claim, and the information is immediately updated within the system.
This hyperlink into the
browser-based system provides transactional costs savings, and cuts back on bottlenecks in receiving information, such
as waiting for returned calls or faxing paper files. Due to the flexibility of browser-based technology, e-mail and
hyperlinks allow various stakeholders to be better informed of claims activity and better positioned to initiate
appropriate response.
Browser-based Workflow
With today's high volume of transactions and activity, streamlined
workflow is critical to operational efficiency. As a result, workflow management is a way to enable the exact and timely
use of automated processes and expert resources. Traditionally through the diary system, business rules are the means by
which organizations define the workflow.
While diary-centric workflow is great for claims adjusters, it does not
work well for other stakeholders who are increasingly critical to claims outcomes. Today, browser-based business rules
intuitively involve more specialists in the workflow process. These rules are easy to configure and can be quickly
modified in response to legislative changes and new policies.
Browser-based business rules enable real-time risk
notifications via e-mail, pager, or mobile phone, playing a critical role in alerting key decision makers. For example,
if a large loss claim occurs, such as an accident involving multiple employees, immediate notification must occur to
multiple stakeholders so appropriate response can be initiated.
Revolutionize!
It's a good time to get caught up in the browser revolution. More and more
insurance professionals are beginning to realize the cost-savings, flexibility and interoperability benefits of
browser-based technology. In the final analysis, these systems enable real-time collaboration with various specialists
and provide the type of access to information that claims managers need to reduce costs and improve performance.
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Kevin Confetti