Claim Handling Simplified

A key differentiation point for AutoOne is our ability to effectively and efficiently respond to the needs of our policyholders and affected third parties at the point of claim. What is traditionally known as customer service has a broader application as our ability as a carrier to respond effectively at the point of claim, leveraging expertise and resources to positively effect claim outcomes. Our primary motivation to drive better outcomes by reducing ultimate loss costs also results in a more satisfied customer.

Handling claims efficiently

The key to success is the understanding that from the moment an accident occurs there are opportunities for "leakage" – more specifically for evidence to become tainted, memories to fade as to facts of loss and of course for the permeation of fraud or abuse as it relates to the overall claim outcome. By focusing on this single point we have organized ourselves and built capabilities to mitigate this risk and to control the ultimate outcome by ensuring we quickly pay only what is appropriate and fair.

This single-minded focus has resulted in the implementation of several strategies geared at identifying and mitigating the loss right at the time of first report. Our Triage Unit makes an initial assessment of exposure and resource needs for each particular First Notice of Loss (FNOL). At that point, the Triage professional "routes" the claim to the proper claim professional resource which aids in the earliest possible exposure recognition and our ability to engage those investigative resources to help us manage the claim.

Non-complex claims -- with clear or no liability on the part of our policyholder -- are immediately directed to our Fast Track Unit for immediate handling. This unit is structured to quickly resolve these claims; the result is reducing the cost on items such as rental days, towing and storage fees, and more.

This Fast Track approach to claim handling, coupled with improved technology in the form of remote wireless claim system access for our field appraisal staff, have assisted in improving vehicle inspection cycle time from 3.0 days to 1.6 days (notice to vehicle appraisal). AutoOne continues to strive for "same day" results; to date we consider our results exemplary even as we strive to continuously improve. This year to date, more than 47% of all claims reported to AutoOne were handled and resolved via this Triage & Fast Track approach.

As mentioned above, focus on Triage also allows us to "flag" those claims with greater exposure or more complex issues, directing them to the correct Claim/SIU level professional for the necessary level of engagement to aggressively manage the ultimate financial outcome.

Defending against fraud

As important as quickly handling and paying what is appropriate and fair, we also believe that identifying and defending against fraud is another cornerstone of our claims handling strategy. By all accounts, fraud and abuse continue to permeate all that we do. Based on projections provided by the National Insurance Crime Bureau, nationwide insurance fraud accounts for more than 30 billion dollars in unwarranted claim payments annually.

Our ability to recognize and respond to these indicators and activities is a critical component to our continued success as an organization. AutoOne is committed to providing resources to various law enforcement agencies and industry associations to ensure there is a continued effort to identify and prosecute those individuals that engage in insurance fraud.

As a result, AutoOne continues to partner with the National Insurance Crime Bureau by providing the resources of a full-time investigator working as a member of their New York Medical Fraud Task Force. This provides AutoOne with the opportunity to work cooperatively with other member carriers, NICB Investigators and the NYS Attorney General’s Office in the investigation of fraudulent No Fault activities impacting all consumers in the state.

We continually challenge ourselves to identify new and unique ways to positively affect claim outcomes which ultimately benefit everyone in the form of continuing competitive products and pricing. Our focus and unwavering drive at claim handling effectiveness has and will continue to provide us the best opportunity for long-term success. To learn more about our services and claim handling, contact AutoOne at 866-252-4669 or visit http://www.autooneins.com.

Ralph Marinello,
VP & Chief Claims Officer