Situation

A large, regional banking and financial services company began experiencing longer than expected response times and poor service from their claims management provider. They began exploring other companies that could provide workers’ compensation, auto and general liability claims administration services in multiple states. The ideal partner would offer timely, responsive claims services and data management capabilities to meet their needs.

Action

When Avizent was selected, the first step was to transfer all liability and workers’ compensation claims data from the former third party administrator. This critical process was completed quickly and smoothly using Avizent’s advanced data mapping technology. Another part of the implementation process was the development of account-specific service instructions, which ensured that Avizent’s entire account team had the necessary details to begin working with the client. The instructions include the client’s preferences in every aspect of the claims management process along with all account details, such as contact information for all primary team members.

Since they joined, Avizent has continued to enhance the information on the claim files that were transferred over while expertly managing new claims. The client values Avizent’s innovative claims management system, which allows adjusters to manage the entire life cycle of a claim and quickly access comprehensive details on each file. Avizent’s web-based claims reporting software also allows the client to create detailed, customized reports on the claims activity at their company.

The client appreciates Avizent’s flexibility and consistent communications – two of the major elements that have contributed to the success of their programs, which include self-insured and insured claims spanning seven states. Avizent’s adjusters take ownership of any issues or questions that arise on claims, research the details and provide prompt, thorough responses for the employer, injured worker and providers.

Results

Through high-quality customer service and expert claims management, the Avizent team helped the client save more than $1.1 million on auto and general liability claims during a two-year period. Avizent’s adjusters also reduced the number of open liability claims by 70% in the first two years of the program. In addition, Avizent’s efforts saved the client more than $1.3 million in medical costs during a two-year period.

The client continues to benefit from Avizent’s ongoing cost control strategies and quick response times. They are also pleased with Avizent’s dedicated, talented claims and account management team – a key part of this successful partnership. In addition to managing the client’s liability and workers’ compensation claims, Avizent also provides loss control services and medical case management, and coordinates their pharmacy benefits.