CNA - Billing
In 2011, in an effort to make it easier for agents to do business with CNA, the insurer embarked on a journey to set a new standard for functionality and flexibility in billing with a custom-built agent portal called Agency Bill Pay, an online billing system that allows agents to reconcile bills, instantly view payment discrepancies, and submit disputes electronically. First introduced to a small group of pilot agents, Agency Bill Pay was fully implemented in January 2012. Built in-house to address agent requests for a streamlined, paperless approach to process and pay CNA bills online, the CNAs Agency Bill Pay solution offers agents billing services that are not being offered by competitors.
CNA - Claims
After years of testing various methods of identify fraud, in 2011, CNAs Special Investigations Unit began using SAS Fraud Framework for Insurance in four lines of business: workers compensation, general liability, commercial auto and commercial property. SAS Fraud Framework for Insurance integrates external data from sources like NICB. SAS worked closely with CNA to build the predictive models based on the companys historical experience with fraud investigations. Using these models, CNA now runs weekly analyses against its structured claims data as well as its unstructured text notes from adjusters. In a typical week, CNA is reviewing about 100 alerts a week with a 20 percent hit rate for follow-up investigation. By the end of 2012, CNA had recovered or prevented payment of fraudulent claims totaling approximately $2.1 million, directly attributable to the SAS Fraud Framework.
Friends First Life Assurance Company - Claims
Working with FINEOS, in October 2011 Friends First fully automated all stages of the claims and payment processes for its Income Protection, Hospital Cash, and Critical Illness lines of business. The FINEOS claims system allowed for greater segmentation of the Income Protection claims portfolio so that skilled resources could be assigned to the highest priority claims allowing the company to focus on improving recovery rates and claim review processes. Friends First also utilized automated work allocation, routing, and reminders to identify and eliminate process bottlenecks. Payments now include automatic recalculations for changes in circumstances. The integration of the claims and policy administration systems reduced duplication and data input errors through the use of a single data entry point.