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Auto Suite
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We’ve created an interactive
demo illustrating the steps of our service. Click here
to view it. |
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| “Approximately
10-20 percent of all auto claims arise from fraud.
In Southern California, experts cite 25-50 percent
of auto insurance claims are fraudulent as stated
by the California Department of Insurance.” |
| InsuranceCompany.com |
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Innovation First Notice currently handles the intake of hundreds of
thousands of auto losses every year for some of the biggest
(and not so big) names in the industry. We are equally experienced
and proficient at physical damage (PD) claims and bodily injury
(BI) claims. Our centralized direct reporting model cuts days
off lag time and provides a suite of services all aimed at
reducing loss expense while enhancing customer service.
Physical Damage
With physical damage, direction is the key. Referring policyholders
to in-network towing services, body shops and rental agencies
has been shown to save carriers between $200-$500 per claim.
And directing the claim to the right people within your organization
only adds to the efficiencies. The full suite of PD services
includes:
- Fraud Detection – Innovation First Notice
has worked with clients to develop a series of “fraud”
questions to be inserted into auto call flows. Based on
the answers to those questions and data (e.g., policy inception
date) pulled from a client’s policy administration system
and from 3rd-party sources, First Notice generates a fraud-probability
score. If the score exceeds a client’s threshold,
we path to SIUs and/or subrogation units.
- Vendor Referrals – Utilize your
own network, the Innovation First Notice network, or a mix of both
for more complete coverage. Our engine will determine caller
eligibility for services, look up qualified providers in
the local area and if the caller is interested, refer the
person directly.
- Adjuster Assignment – A number
of clients ask us to path losses to different adjuster units
based on the type of loss. They provide the specific criteria
(e.g., claims ideal for “fast track” service)
that First Notice then turns into ClaimCapture business
rules.
- Appraisal Assignment – We can segment
loss reports to different appraisal sources, as well. Some
clients, based on characteristics of the loss and the car
involved, ask us to electronically transmit the details
to a total-loss appraisal service.
- Police Reports – One of the standard
questions in an auto call flow is “Were the police
involved?” If yes, we can automatically order a police
report and have it sent to the address of your choice. The
report lands on the adjuster’s desk days earlier than
had the adjuster ordered it using normal procedures.
- Outbound Status & Feedback Calls
– During the repair period, Innovation First Notice can make
outbound calls to policyholders letting them know the status
of their car, how to return their rental, etc. These short,
pro-active calls reduce the overall burden of carrier customer
service centers. We can also do survey calls after the repair
to gauge customer satisfaction with the body shop, the repair
process, etc.
By “front-loading” a series of value-added services,
First Notice reduces your FNOL cost and the number of touches/hand-offs
in the claim assignment process.
Bodily Injury
Innovation First Notice aggressively contains costs for bodily injury
claims through what we refer to as our “closed loop”
customer contacts. We take the loss, screen for questionable
claims, refer in-network providers, and then direct to downstream
resources all along a tested procedural path.
- Fraud Detection – As with PD claims,
First Notice can insert certain questions into the call
flow, pull information from partners’ databases to
determine a fraud-probability score, and then notify the
designated parties.
- Vendor Referrals – Innovation First Notice
can quickly refer the caller to any provider network, including
auto-specific PPOs.
- Case Management – We feature real-time
FNOL integration with managed care services such as nurse
case management based on a client’s specific criteria
(e.g., injury type). The case managers then diligently stay
in contact with the injured party to get them back to pre-loss
condition as quickly as possible.
- Adjuster Assignment – First Notice
can, based on your rules, direct certain losses to certain
adjusters. Claims where an attorney is involved (often up
to 80% higher in loss expenses) for instance, can be pathed
to special handling units.
- Integration with IME & Bill Review
– Working with integrated partners, we can transmit loss information directly into systems
for downstream independent medical exams and bill review.
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