Claims

Hartford, Conn. -ING, a global financial services leader, has begun offering its defined contribution clients many of the regulatory documents related to their retirement plan accounts in electronic form. Clients can choose to receive account statements and disclosure documents such as prospectuses, prospectus supplements and annual and semi-annual reports via ING's secure site."ING is committed to making it easier for customers to manage their financial information," says Jim Pedrick, senior vice president, worksite and institutional marketing, ING. "Many of our customers have told us they prefer not to get as much paper mail from us. It's a question of volume, and many also have an environmental concern. By offering e-delivery, our customers can now choose to receive regulatory documents from us electronically."

Nashville, Tenn. - Obesity as a major cause of death in the U.S. may still be in dispute, but one thing is certain: It costs American employers millions of dollars each year in higher employee health costs.In the wake of recent studies disputing the Centers for Disease Control and Prevention's earlier finding that obesity causes 400,000 deaths a year, a new study published in the March Journal of Occupational and Environmental Medicine finds obesity is responsible for 2.1% of all diagnosed medical claims dollars for men and 2.8% for women. Of ten lifestyle health risks considered, obesity was by far the most costly--accounting for approximately 14% of lifestyle-related health costs for men and 25% for women.

Hartford, Conn. - Aetna has enhanced its suite of consumer tools and information designed to enable members to more easily track and manage their health care expenses. Aetna members now can download their claims information to their personal computer via Aetna Navigator, Aetna's password-protected member Web site, enabling them to manage the information in a data file or spreadsheet. The option to keep claims information in a personal file is particularly relevant at tax time, when consumers often need to create a record of their medical expenses for tax deduction purposes."While Aetna members have long had the opportunity to view their claims activity on our Web site, this enhancement allows them to electronically 'grab' the information, save it in a file or spreadsheet, and sort it to best suit their individual needs," says Christine B. Skelly, head of health-related financial solutions for Aetna.

Armonk, N.Y. - IBM has signed an agreement to acquire Language Analysis Systems Inc. (LAS), a privately held company based in Herndon, Va., that develops multicultural name recognition technology. Financial terms were not disclosed.This acquisition furthers IBM's companywide initiative aimed at helping clients address emerging business challenges and better compete in the global economy through access to accurate, reliable and trustworthy information.

Arlington, Va. - The Casualty Actuarial Society (CAS), ERM Institute International Ltd (ERM-II), and the CAS/SOA Risk Management Section are jointly launching a major research project titled, "ERM Analysis of Property-Casualty Insurance Companies.""We are going to establish a new theoretical foundation for enterprise risk management, with practical guidance for ERM implementation," says Dr. Shaun Wang, executive director of ERM Institute International, and lead researcher for the project.

Chicago - Most of the insurance industry's discussion post-Hurricane Katrina has focused on the significant rating agency model changes and the compounding effect of catastrophe model changes. But a new study by Aon Re Global tells the investor side of the story."Investors clearly understand the differences between insurers and reinsurers and have set differing tolerances for each," says Stephen Mildenhall, Aon Re Services executive vice president and author of the study. "Our study confirms that investors expect higher earnings and capital volatility from reinsurers than they expect from insurers."

Boston - The National Association of Insurance Commissioners (NAIC) voted unanimously at its quarterly meeting in Orlando, Fla. to establish a task force to examine the impact of climate change on the U.S. insurance industry and on insurance consumers.The task force will look at how a warming climate may affect the availability and affordability of insurance for consumers and the financial health of insurance companies. The task force will also consider actions necessary to enable state regulators and insurers to mitigate and otherwise respond to these problems.

Columbia, S.C. - BlueCross BlueShield of South Carolina won a bronze World Wide Web Health Award for its online precertification, a feature on the company's Web sites that allows hospitals and physicians a quicker, simpler way to obtain authorizations.The World Wide Web Health Awards recognize the best health-related Web sites for consumers and professionals. The Health Information Resource Center (HIRC), a national clearinghouse for consumer health information programs and materials, organizes the program.

Armonk, N.Y. - The IBM Chief Finance Officers Study of 900 senior finance executives worldwide reveals only 14% of insurance respondents rate themselves highly effective in supporting the CEOs efforts to grow the company.The study, developed in co-operation with The Economist Intelligence Unit, finds that at a huge cost to the future competitiveness of companies, almost 50% of executives report finance staff are tied up in transactional activities such as processing accounts and tax transactions, with only a quarter of staff focused on decision support--performance and growth focused activities. Furthermore, respondents state 64% of Insurance finance organizations do not have robust processes and activities in place to support growth.

Today, various high-tech systems, such as GPS and online map services, help people navigate the physical world, taking the guesswork out of the task of getting from point A to point B.People can now go online, type in some address criteria and a map is generated instantly, detailing critical intersections, which way to go and when to turn. What the claims world needs is an analogous system-one that helps the claims adjuster navigate the complex terrain of business and regulatory requirements.

Rapid growth. It's a "problem" most companies would welcome. Yet, along with accelerated growth comes a bevy of new challenges. At Geico and its affiliated companies, for example, when written premiums grew from $4.1 billion in 1998 to $4.9 billion in 1999, the company had to process twice as many agent licenses with state insurance departments-just to keep enough agents on the phones selling auto policies."In one year, we jumped from about 27,000 active licenses and 48,000 appointments to 55,000 licenses and 115,000 appointments," says Dan Corridon, director of licensing administration at Government Employees Insurance Co. (Geico), the Chevy Chase, Md.-based direct insurer. "We needed a system that was going to do more for us than what we were using."

Shortly after I returned from IsoTech last November, I received one of those forwarded "chain" e-mails. Unlike most chain e-mails I receive, I actually read this one, and, surprisingly, it pertained to a controversial topic that came up at ISOTech during the roundtable session, titled "The Next 'Killer Technology' in Insurance."Panelist Kevin Kelly, managing director, U.S. insurance industry, Microsoft Corp., said he thought sensing technologies were the next killer technology, and he described how radio frequency identification devices could be attached to people or assets to enable the industry to obtain a plethora of information about who or what it's insuring. "There's a privacy element," he admitted. "But people will give up some privacy for convenience."

The customer comes first. We've all heard that phrase, but many insurers would be hard-pressed to prove it's a strategic and tactical reality.Why? A number of carriers implementing customer relationship management (CRM) systems are hopeful that CRM's ability to provide profiling, micro-segmentation, and predictive analysis to reveal the preferences and proclivity of customers will help maintain their existing customer base and drive new business.

The insurance industry, long saddled with paperwork-intensive processes, has become prime turf for enterprise content management (ECM) solutions. ECM is the catchall phrase for what was originally a plethora of solutions, ranging from imaging systems to records management.To carriers seeking to expand their business lines and speed up processing at as little additional cost as possible, content management may be more than some glitzy new technology; it may fundamentally change the nature of the insurance business.

Segundo, Calif. - Two U.S. surveys of property/casualty insurance customers show a large, untapped opportunity for cost control through electronic billing.Conducted for Computer Sciences Corp. by MarketSearch Corp., a survey of car and homeowner insurance billing methods found 88% of auto insurance customers and 93% of homeowner insurance customers still receive bills by mail. Yet 73% of respondents surveyed indicated they would be willing to pay their insurance bills over the Internet. A second survey that asked approximately 350 P&C professionals at CSC's Connect 2005 conference about their own personal insurance experience confirmed these findings.

Schaumburg, Ill. - Expanding on its seminal 2002 study report, "A Comparative Analysis of Claims-based Methods of Health Risk Assessment for Commercial Populations," the Society of Actuaries (SOA) has appointed Milliman USA to produce an updated version of the study.The 2002 report, which evaluated the state of the art in predictive modeling software for health care claims at that time, provided an unbiased forum for comparing the technology and methodologies then available in the market. With the passage of three years and the continuous refinement of these methodologies and software, the SOA strongly felt a fresh look at the tools would provide immediate practical benefits to the health care community.

Novato, Calif. - Fireman's Fund Insurance Co. has named Oliver Bussman as its chief information officer, according to Charles (Chuck) Kavitsky, chief executive officer.Bussman has many years of IT leadership experience in the banking, insurance and asset management industries. He will lead the implementation and delivery of the significant IT investment Fireman's Fund has made to improve its customer and employee experience and to its operational effectiveness.

Des Moines - Many auto insurance companies ask customers to estimate their annual mileage when applying for a new policy, but these up-front estimates generally have a minimal influence on the overall premium. And, these companies don't ask for updated mileage readings over time.But what if an insurance company asked policyholders to report exact mileage readings over time and, by doing so, they could control how much they pay for car insurance by controlling the number of miles they drive?

Los Angeles - Farmers Insurance Exchange has begun serving civil summons and complaints upon Redding, Calif. auto glass company Onsight Auto Glass and its owner, accusing them of taking part in a scheme designed to defraud Farmers and its policyholders. The civil complaint, which is similar to prior successful lawsuits against auto glass businesses and body shops who submitted false insurance claims, seeks not only damages for the fraud allegedly committed, but seeks injunctive relief, where the courts are asked to order a halt to these deceptive practices.Outlining a highly unusual and aggressive billing scam, the lawsuit details how the alleged perpetrator deliberately over-billed Farmers for services on 455 occasions. As alleged in the civil complaint, the defendant created a sham office in a remote area, so it could manipulate its billing. In fact, the only things located where the shop is claimed to exist were abandoned mines and a shack. There was no electricity, no running water and certainly no auto glass business. Under national guidelines, automobile glass claims are paid at a premium if the shop is located in less densely populated areas. As explained in the complaint, defendant created documentation that the shop was located in a remote area, so it could charge Farmers significantly more.

Kansas City, Mo. - While increased frequency of hurricanes is nothing new in historical terms, the enormous growth in coastal population and development is dramatically increasing the potential for insured losses, according to a new paper from GE Insurance Solutions."Demographic trends in Florida and other coastal locations as well as the likelihood of increased frequency and severity of storms should remind the (insurance) industry of the growing exposures it will continue to face. The cost of hurricanes will rise--sooner or later surpassing even those of Hurricane Katrina," says the paper titled "Coastal Warning: The Rising Costs of Hurricane Frequency and Severity."