Among P&C insurers, claims systems and process capabilities vary widely, potentially affecting loss results, according to the “Novarica Claims Capabilities Maturity Model,” which is based on a survey of more than 90 P&C insurers.

Personal lines insurers likely are using more sophisticated techniques to manage claims processes, closely followed by workers’ compensation carriers, Novarica said. Those results also are highly correlated with improved loss ratios, attributable to the high level of homogeneity across claims. In terms of technical capabilities, commercial and specialty lines carriers are lagging, except in workflow and document creation, but are not apparently experiencing inflated loss ratios, attributable to higher levels of automation in claim handling processes.

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