Claims

Worcester, Mass. - The Hanover Insurance Group Inc., a regional property and casualty company has introduced a business owner's policy (BOP) class comparison look-up tool. The tool is designed to help The Hanover's agent partners quickly and efficiently categorize a small business owner's industry classification and obtain a quote for the company's Avenues BOP faster than ever."The new BOP class comparison look-up tool will simplify the quoting process for our agent partners, saving them precious time and helping them achieve even greater productivity," says Marita Zuraitis, president of The Hanover's property and casualty companies. "This tool is yet another example of our commitment to continuous improvement and to deliver on our promise to provide world class products and services, while doing whatever it takes to make it easy for agents to successfully conduct business with us."

Do drivers who wear turtlenecks get in more accidents than drivers who don't? What if the theory proved true? Although it would be nice to find out whether this level of minutia affects accurate pricing of risk, when it comes to ratings, this question is not one insurers are asking-yet. But insurers are finding unique ways to price risk-from aggressive braking patterns to career choice. Progressive is one such insurer taking steps toward accuracy, and it's using technology to do so. Most recently, Mayfield Village, Ohio-based Progressive Direct Insurance Co. launched an odometer-reporting, Web-based pilot program in Iowa and Virginia. And, in the summer of 2004, the carrier began piloting a usage-based program in Minnesota called TripSense.Using a device called a TripSensor, which plugs into the ODBII port in newer vehicles, Progressive is collecting driver data in the hopes of creating a win-win for its underwriters and its policyholders.

From the healthcare carrier's perspective, the logic is simple: Support physician members' ability to access aggregate patient data and use of e-prescribing and e-doctor visits. Physicians use technology to provide improved quality care, business- and patient-related efficiencies. Ultimate ROI: healthier patients and reduced exposure associated with later health-related problems.Long-term results may not be available yet, but carriers have high hopes for programs designed to create incentives for providers that will help create a "healthier" patient base.

AGENCY WEB PORTALNew York-based P&C Insurance Systems Inc. introduced a Web portal that allows direct Web-based upload of ACORD data from agency management software. The portal leverages the architecture of the PCIS management system to provide Web-based multi-line rating, real-time agency access to quote documents, and up-to-date agency production reports.

DESPITE DEADLINE, MANY FIRMS LACK AML PROGRAM

It's no secret that the onslaught of insurance industry mergers and acquisitions (M&A) has left many a carrier bruised and battered. Combining systems-IT and human-requires forethought, skill, dedication and focus.There may not be much consolation in the knowledge that insurance M&A activity increased in 2005 to the highest level since 2001 and may foreshadow an acceleration of activity this year and the next, according to Conning Research and Consulting Inc., Hartford, Conn.

During 2005's July 4th weekend-a time typically filled with barbeques, fireworks and celebrations, Employers Direct Insurance Co., celebrated, but not for the same reason most other Americans were celebrating. This particular weekend marked the moment Employers Direct began its quest for improved efficiency through automation by going live with Guidewire ClaimCenter from San Mateo, Calif.-based Guidewire Software Inc.Headquartered in Thousand Oaks, Calif., Employers Direct was founded in January 2003 to meet the workers' compensation needs of California employers, including those of hotels, restaurants, country clubs, new car dealers, manufacturing companies, specialty supermarket chains and retailers. Employers Direct operates via a direct-to-consumer model.

Consumer satisfaction with the P&C insurance industry increased by a mere 1% last year, according the American Customer Satisfaction Index (ACSI)--a survey to monitor customer satisfaction levels in various industries. Overall, satisfaction with the P&C industry has declined nearly 5% since 1994--the first year of the survey produced by the University of Michigan.Insurance carriers face a unique challenge with customer communications because they depend on so many different channels. Unlike other service providers, such as banks or telephone companies, carriers don't own every interaction with the customer. Independent agents and third-party administrators are often the main point of contact, slowing down the transfer of information.

Yonkers, N.Y. – The August issue of Consumer Reports warns consumers that even drivers who have spotless driving records and have never had an at-fault accident may be faced with higher premiums if their insurer uses credit-based insurance scores.The report describes credit-based insurance scores as numbers that are computed from bill-paying and loan data collected by the major credit bureaus. They have become as important in determining annual premiums as driving records and neighborhoods, the magazine states.

Washington, D.C. - Insurers should offer consumers better information about consumer-driven health plans and other benefit plans, according to a report issued by the National Committee for Quality Assurance, a nonprofit organization that provides information on the quality of the nation's managed care plans. In a recently released white paper the Washington-based NCQA accredits health insurers for meeting certain standards of performance.

Decatur Ga. - The Progressive Group of Insurance Cos., broke ground for its new Service Center in Decatur, Ga. Georgia Insurance Commissioner, John W. Oxendine, was on hand for the ceremony.Scheduled to open late this year, the site will feature a 19,000 square foot service center and marks Progressive's expansion in Atlanta of its "concierge" claims service that oversees all elements of the claims and repair process on behalf of drivers involved in accidents. Progressive claims its concierge service reduces the time drivers spend on repairs from four days to about 15 minutes.

New York and Atlanta - Assurant Inc., a provider of specialty insurance and insurance-related products and services, has received two patents for call processing systems developed within its Assurant Solutions business.These systems optimize sales and retention efforts in contact centers through a series of dynamic customer and agent analytics. Assurant Solutions is offering the systems to its clients and making them available to other entities.

Des Moines, Iowa - The Principal Financial Group is introducing an online tool--called the Treatment Cost Advisor--designed to help members evaluate the price of specific procedures as well as medications. The tool responds to a growing need from employers who are encouraging employees to make smarter health decisions."Understanding health care costs is complicated, so we wanted to offer a way for our members to identify and compare pricing for everything from minor procedures to surgeries and hospital stays," says Carey Jury, senior vice president of the health division for the Principal Financial Group. "As consumer driven health care continues to evolve and more responsibility shifts to employees, we must provide tools and resources to help our members make informed health decisions."

Worcester, Mass. - The Hanover Insurance Group Inc. is trying to make it easier and faster for independent agents to do business with the company by revamping its point-of- ale (POS) system for Avenues Commercial Auto. Using the enhanced POS system, it takes agents just minutes to fill-out five pop-up, screens and obtain a commercial auto quote for a client."We are pleased to provide agents with the latest improvements to our Commercial Auto POS system because it makes placing business with The Hanover simpler and more efficient," says Marita Zuraitis, president of The Hanover's property and casualty companies.

San Mateo, Calif. - Progressive Insurance ranked as the No. 1 site in two studies conducted by Keynote Systems Inc., an Internet performance firm. The two studies line provide a comparative examination of online customer experience and best practices implementation by leading automobile insurance Web sites.Keynote's customer experience study shows that consumers are turning away from obtaining auto insurance quotes over the phone and increasingly turning to the Web for those same quotes. This study uncovered that in the highly competitive $158 billion auto insurance industry, price competitiveness and the online quote process are the leading indicators of success in landing new customers online.

Kansas City, Mo., - Health insurance--critical to the peace of mind of most Americans--has become increasingly complex and expensive, according to The National Association of Insurance Commissioners (NAIC). A maze of options and cost considerations--from health maintenance organizations to health savings accounts--now confront consumers.To help individuals clear up the confusion and gain a better understanding of the costs of their coverage, the NAIC has assembled useful information about health insurance--all organized by life stage needs--on its new consumer education Web site called Insure U at http://www.insureuonline.org/.

Chicago - InsuranceNoodle Inc. is introducing the new AIG "WorldRisk" portfolio of international products which provides insurance protection for small U.S.-based companies that sell products or whose employees travel overseas.InsuranceNoodle is an Internet-based distributor of small business insurance. More than 2,500 active NoodleNetwork agencies across the country use the e-broker's patented proprietary, Web-based technology platform to write and service small commercial business. InsuranceNoodle's current line of commercial products includes property, general liability, package, business owners' policy (BOP), directors' and officers' liability, commercial auto, umbrella liability, workers' compensation, employment practices liability (EPLI), professional liability and surety bonds.

Jacksonville, Fla. - Blue Cross and Blue Shield of Florida is introducing what it claims is an industry first capability called CareCalc. a tool designed to help BCBSF providers and members understand the financial responsibility for a particular service prior to or at the time of an office visit."Providers of health care and their office staff want simple and effective processes so they can focus on their work instead of navigating the payment system. At the same time, our members want to be sure they are paying the right amount when they go to the doctor's office," says Elana Schrader, M.D., vice president, provider services, BCBSF. "CareCalc will not only help our members better understand their financial responsibilities, but it also will help streamline processes for those who serve them -- our physicians and providers."

Phoenix - A new tool is available for Arizona employers who seek to improve employee wellness and boost productivity in the workplace. Blue Cross Blue Shield of Arizona (BCBSAZ) has introduced My BluePrint, a virtual health advisor and health measurement tool. By inviting employees to take an interactive assessment, employers receive an overall summary of results so they can identify risk factors in four key areas--fitness, sleep, nutrition and stress management--and implement the most appropriate wellness programs."Employers who offer the My BluePrint program are becoming increasingly engaged in the health of their employees while helping to improve company performance," says Dick Hannon, senior vice president of marketing and provider affairs for BCBSAZ. "Employers have the ability to take more control over the invisible costs of health care by promoting simple steps toward healthier living."

Ipswich, Mass. - A report on online customer respect found the insurance industry scored lowest in respecting Web site visitors.That's the finding of a second quarter 2006 online customer respect study of Insurance firms conducted by The Customer Respect Group, an international research and consulting firm. The firm analyzed 52 health care, life and health, and property/casualty insurer Web sites.