Claims management turns digital at QBE Insurance

Leading the trend in its market, QBE Insurance Group’s European Operations adopts a fully outsourced hosted capture service.

Background information

QBE Insurance Group is one of the world’s leading international insurers and reinsurers with operations in all the key global insurance markets.

QBE European Operations is a specialist in business insurance. Active in both the Lloyd’s and company markets, QBE offers considerable diversity and distribution power to its UK and European customers via three product-focused underwriting divisions: property, casualty (liability) and motor, marine, energy and aviation and reinsurance.

Across QBE the management of its claims files had been entirely paper based. With the value of its claims growing annually, the cost and time required to retrieve, store and share hard copy documentation had highlighted the need for a centralised electronic claims management system.

The challenge

Having identified the need for faster access to information and more cost effective records management, initially three months of live claims files had to be scanned, and a solution designed for capturing all future claims documents at the mailroom.

As Joe Dainty, Head of European Business Practices explains, ‘We were looking for a solution that minimised upfront investment but still gave us full control of the processes. As a result, Restore was brought on board to design a bespoke solution, combining its core skill of document capture with the concept of service outsourcing’.

The solution

By combining the core element of document capture, with the popular concept of service outsourcing, Restore designed a tailored outsourced digital mailroom. The physical elements of the service were installed on QBE’s premises, enabling the firm to retain full oversight of the daily processes. In a first of its kind, QBE’s digital mailroom uses our secure remote infrastructure in its entirety to host the service, therefore eliminating upfront capital expenditure.

Initially, Restore carried out the conversion of the relevant claims files. Then, along with QBE’s European Operations team, the business processes were designed to integrate the digital mailroom seamlessly with QBE’s existing claims management processes.

All relevant claims related documentation are now passed from QBE’s paper mailroom to the onsite scanning team where each document is scanned, quality checked and uploaded into QBE’s document management system. All scanning activity and MI statistics are monitored using our performance software.

With each element of QBE’s digital mailroom solution managed within our infrastructure, QBE will receive the latest upgrades to its hardware and software without additional capital outlay. All scanning operators remain under our employment, therefore HR related costs are avoided. Plus our server space is used to manage the high volumes of document conversion with the data then being transferred to QBE’s environment via a secure VPN connection, eliminating the need for QBE to purchase additional server space.

The benefits

Document capture outsourcing not only addresses the problem of capital expenditure but also by removing the burden of system ownership, up-scaling or down-scaling the size and location of the service is straightforward.

By working with an organisation that is flexible in its approach to delivering onsite services, QBE has provided its claims teams and customers with a highly efficient and user-friendly service. We can guarantee a seamless delivery of electronic claims documents to agreed SLA's and with disaster recovery provision, with the option for any sudden peaks and troughs in claims volumes being handled by our London bureau.

The results of this implementation are explained by Tom Helm, QBE’s Head of Motor Claims, ‘Now our claims documents, including all relevant archive files, are in a consistent electronic format we can handle customer queries faster and share documentation between supervisors, claims handlers and sites with greater ease and accuracy’.

In conclusion

With incoming claims documents now being captured at the point of entry into the organisation, the implementation of the rest of QBE’s European claims management system is now underway and early signs of cost savings are evident across its Chelmsford, Bristol, Norwich and Dublin branches. Roll out to other claims departments across the UK will continue gradually.

For an industry that has previously been bound by the constraints of managing hard copy claims processes, the flexibility offered from outsourcing has changed the cost implications of migrating to a digital mailroom. As other organisations including Brit Insurance, Jardine Lloyd Thompson, Mitsui Sumitomo, Talbot, Xchanging and Allianz also adopt our services and solutions, this trend looks set to continue into the foreseeable future.

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