Omar Nieves
Omar Nieves,
Director, Claims, Auto Insurance

November 9, 2017

Insurance carriers have been using police reports as valuable resources to speed claims resolution for many years. You also know accessing those reports―along with the rekeying that’s often required to make report information actionable―can drain valuable time and resources while slowing down claim cycle times.

Does this scenario sound familiar? An adjuster working on a claim determines the need to order a police report, so she stops what she’s doing to place the order. Once the report is returned, she again stops what she’s doing, reviews the report and keys pertinent information into the claim system. Or, the adjuster might hand the report off to someone else for keying, and have to wait for that job to be completed before moving the claim along. Sometimes a call to customer service for an update is required too, further hampering efficiency.

Based on customer data, LexisNexis Risk Solutions knows that on average adjusters spend 20 minutes per file ordering and keying data from police reports into their claims processing workflow. Think about your claims volume for a minute. If you’re spending 20 minutes per claim, that can be a significant impact on efficiency.

The tip of the iceberg in claims inefficiency

But that’s not the only problem. In many instances, the process of ordering police reports is considered busy work, so the task is completed by an office support person. Too often the individual working on the report request lacks specific claims knowledge, so the process is further slowed. Not only that, but in many cases there’s a backlog of police reports waiting to be ordered.

Let’s talk more about what happens after the report gets inside your walls. Typically, an adjuster will review the report, possibly rekey pertinent pieces of information back into the claims system, then go about getting the image into the claim file. In some situations, after reviewing the report, the adjuster will send a diary or a task to an offshore rekeying operation, which will then capture the data elements from the report and put them back into the claims system. In other cases, after reviewing the report, it’s simply placed in a folder never to be seen again.

Consider this last scenario for a moment. Significant expense was incurred in acquiring these reports and there is significant value in the data contained within them, beyond just the claim itself. However, in most cases, the data is reviewed, a claim decision is made at the local level, and then that data―and the intelligence it offers―is stored within one claim file with no exposure and no visibility. What about the value of the data for purposes broader than that specific claim

Doing things differently with digital

With the expansion of digital capabilities, police report retrieval and utilization is becoming more efficient and has created new opportunities for carriers. In fact, delivering police reports as digital data has become a game-changer.

By receiving police reports as digital data your business can become more efficient, and reduce claims cycle-time from weeks to days, speeding up the process and boosting customer satisfaction and retention. There are now digital solutions that can exponentially expand the potential for getting even more value out of police report data―simply and efficiently.

In my next post, I’m going to share with you how we’re helping carriers not only do things differently with digital but also do different things that can make your business more efficient and competitive. In the meantime, take a look at this video about a solution that can assist.