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Magazine Article on Venue Claims Management
1. CIAA and Venue™ partner to bring online claims management to members
Internet-enabled technologies are driving new efficiencies and possibilities in every
business sector. Claims management is not excluded from this trend, and in fact these
new technologies are an ideal fit for a 24/7 industry that largely operates with a
workforce “on the road”. Widespread adoption of online claims processing is inevitable.
If long-term business viability is in your plans, you’ll need to consider the competitive
impact of increased efficiency, accessibility and compatibility offered by Internet-
enabled claims management. In short, you better be there!
The Canadian Independent Adjusters Association recognized this last year and
responded by entering into a partnership with Nova Scotia-based KLJ Computer
Solutions. Together they aim to offer CIAA members simply acquired technology that
will support members’ need to succeed in a highly competitive market. The strategic
partnership engineered by the CIAA Executive provides CIAA member companies to
participate in a new affinity program at an affordable cost regardless of the size of their
company. The technology CIAA is making available to its members is the web-based
claims management system known as VENUE™. Details of the affinity program are
available on the CIAA website.
Why is incorporating technology through online electronic claims management
so important?
Well, here are 10 reasons that stand alone, but will only provoke more as you come to
realize how good a fit this technology is to claims adjusting.
For customer value:
1. Timeliness. In an occupation where so many daily activities are tied to
deadlines, timeliness is everything. Electronic claims management systems
respond to this need by allowing users to configure custom diaries & e-mail alerts
for deadlines associated with activities like reporting file progress to clients and
regulatory bodies, generating internal progress reports and financial reports,
interim billing, 1st contacts, pending expiration dates on policies, limitation
periods for responding to legal documents and submitting time sensitive claim
documents like a proof of loss. KLJ Computer Solutions has addressed this
issue by incorporating automation & alerts into the Venue Claims Management
System which users can configure. These alerts can be sent by e-mail to
multiple parties simultaneously or viewed in easy-to-follow electronic reports
which can be printed and shared.
2. Accuracy. With accuracy being so crucial to claims handling organizations and
their clients, electronic claims management systems must be precise. Powerful
time & expense tracking management, client account details, billing rate
management, and other meticulous data tracking systems must be in place and
2. accurately process the data resulting in predictable services for clients. Venue
Claims Management supplies all of the above capabilities and more.
3. Accountability. Insurers look for accountability from their claims handlers in
everything they do. Likewise, users of claims management systems look for
accountability from their vendors in everything their claims management system
does. It was with this in mind that KLJ Computer Solutions loaded Venue with
the necessary tools to ensure adjusters are able to deliver agreed-upon services
to their clients. Some of the features which allow claims handlers to uphold the
highest standard of accountability to their clients include time & expense tracking,
document managers, diary managers, event/action managers, account
instruction managers, appointment/calendar managers, task managers, and a
client billing rate manager, among many more. As far for their own
accountability, KLJ Computer Solutions has a very proactive approach to
monitoring the performance of their clients' claims management application and
the overall satisfaction of their clients. This approach enables them to detect
problems quickly when they arise and deal with them right away so that KLJ's
clients know that they are accountable to them.
4. Accessibility. When it comes to accessibility, claims operations are increasingly
dealing with clients seeking access to their files 7 days a week/24 hours a day.
There is also an increasing demand for the ability to accommodate a mobile
workforce. With online electronic claims management systems, the world can
become your office. Users can access their files anywhere that they have
access to the Internet and a browser. Online electronic claims management
systems enable multiple users with different roles to have access to the data it
stores. It is essential for any electronic claims management system to ensure
that only users intended to have access to claims data has it. Many provinces,
states, and countries require businesses keep their clients' data secure in
accordance with applicable privacy laws. The Venue Claims Management
System allows you to set up users with different roles which gives them access to
specific data that they are authorized to view. The settings configured when you
set a user up prevent them from seeing claim data they are not authorized to.
5. Flexibility. Each claims organization is unique in its own way. This requires
flexibility in an electronic claims management system. A claims organization
requires the ability to customize workflow and communications to meet their
clients' needs. With Venue Claims Management, these needs are met for each
and every one of your clients with configurable tools like the event/action
manager, diary manager, note manager, and document manager which can be
customized to respond to the needs of your client.
For business value:
6. Efficiency. Even though it is not at the top of this list, efficiency is paramount to
any claims organization due to the constant bombardment of work coming at
3. everyone. In an industry where you are rarely caught up with the work you need
to get done, a claims management system with the proper tools can give you an
extra edge with added efficiencies. An effective claims management system will
eliminate the need for double entry of data in different areas of a file or whenever
a form or letter associated with a file that you are working on must be generated.
It should also centralize all aspects of the business operations such as job
assignment, tracking, billing, payments, etc. All of this can be found in the Venue
Claims Management System.
7. Performance monitoring. Part of running a successful business involves
performance monitoring of your most valuable resource; your staff. Effective
claims management systems will be able to keep tabs on the key performance
indicators pertaining to claims handling (executing diary activities, closing files,
interim billing, meeting billed hours expectations, etc.). Performance monitoring
enables you to have better control of your workforce so that you can foresee and
prevent problems before your clients are affected. The result is higher quality of
service which will translate into more assignments for you. The Venue Claims
Management System provides you with the tracking and reporting tools needed
to provide documentary evidence for performance monitoring.
8. Document preparation and management. One thing that there is no shortage
of in the claims management industry is forms, letters, reports, invoices, etc..
Paper work is a necessary evil. An electronic claims management system will
automate document preparation and management by being able to merge data
from a file directly into a claim related form, letter, invoice, or report, saving you
the time of having to duplicate that data in the document. Effective claims
management systems will also be able to store your documents electronically
and conveniently in relation to their associated files. Various formats of
documents will be able to be stored (photographs, text, video, PDF, spreadsheet,
etc.). With many offices aiming to become paperless in today's environmentally
conscious society, being able to generate your forms and send them
electronically is a step in the right direction and can be found in the right claims
management system. In a perfect world, you could even save e-mails with their
attachments and Microsoft Word documents (without printing them) directly to
associated files with the click of a button.Venue is able to do all of this.
9. Business intelligence. While it is not necessary for a claims management
operation to have a secret spy division, intelligence gathering is an important
activity if long-term viability is in your plans. An effective claims management
systems will have the ability to track things like aggregate claims and overall
operations performance information. It will be able to generate comprehensive
reports with this data so that users can get a better understanding of their
business, identify opportunities, and detect deficiencies which need to be
addressed. So while you do not need a spy on staff to gather this intelligence,
having the Venue Claims Management System will execute this task for you very
effectively.
4. 10. Profitability. Now that we are at the bottom of the list, let's talk about the bottom
line. At the end of the day, in order for an electronic claims management system
to add value to your organization, it must provide you with cost savings through
efficiencies in administration, technology overhead, reduced capital expenditures,
and higher revenue potential. If you talk To Venue Claims Management System
clients like Greg Merrithew of Arctic West, he will tell you that the Venue Claims
Management System has increased his operation's efficiency by about 25%.
KLJ Computer Solutions is certain that it can bring this type of efficiency and
therefore increased profitability to all of its clients.
To sum up, Venue™ claims management offers independent adjusting firms a
competitive advantage by enhancing current business practices through streamlining
tasks and using automation. Venue restructures processes in a way which effectively
reduce man-hours and also saves network resources by eliminating data
redundancy. The efficiencies and automation of workflow makes Venue very cost-
effective. Users of Venue can interact and check the status of a claim, a diary, invoice,
or task from any given part of the value chain and they can do it from anywhere there is
a browser and internet connection. All of this made a strategic partnership between KLJ
Computer Solutions and the CIAA a perfect addition to the affinity program available to
CIAA members.
To learn more about the CIAA / Venue Affinity initiative, or how we can help your claims
operation, you can contact Marcel Arsenault at 888-455-5669 x 125 or
marsenault@kljsolutions.com