The Problem

A law society representing the interests of over 12,000 advocates and solicitors was facing multiple challenges in claims administration and receiving a high number of complaints. Key problems that were highlighted included the:

Issue: 1

Inadequacy of the existing loss adjusting system; it was not suited to handle the administrative aspects of their Professional Indemnity Scheme

Issue: 2

Lack of centralised administration of claims and the inability to handle multiple party interactions

Issue: 3

Mishandling of claims due to having no proper processes for handling information/claim updates

Issue: 4

Inconsistency of system processes; and lack of tracking system to monitor process status and view claims histories

Its stakeholders – members and reinsurers – were also unable to obtain accurate information, data and statistics. This lack of direct stakeholder involvement exacerbated the growing backlog of open case files, which at one point numbered 2,500.

The Solution

When JLT was appointed as managers and administrators of the Professional Indemnity Scheme, it recommended Interactive's web-based claims management system to manage the Society's claims portfolio.

The system automated the Society's entire claims recording and management process. This meant documents, performance measurements, data validation and most importantly, the use of risk management metrics to measure and manage claims could be electronically filed, searched, compiled and analysed. With detailed reports including triangulation reports, the client now has complete insight into claims data.

iClaims also streamlined the loss coding systems and enabled the Society to highlight the areas that contributed to key losses. This made a significant impact on their ability to improve risk management practices and subsequently led to an improved adherence of risk management protocols Society's the various member law firms.

Solution:

Automate the Society's entire claims recording and management process to enable information to be electronically filed, searched, compiled and analysed

Solution:

Streamline the loss coding systems, enabling the Society to highlight areas that contributed to key losses

Solution:

Link all parties to enable claimants direct access to monitor claims

Overall, turnaround time in claims notification and settlement was also improved. The insurer and reinsurer now have direct access to the system and are completely up to speed on the progress of claims.

In addition, iClaims linked all parties – third party administrators, law society members, JLT brokers, panel solicitors, insurers and reinsurers – enabling claimants direct access to the claims, allowing them to monitor their progress. The Law Society continues to use iClaims and has been doing so for the last five years.

The Problem

The Solution

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