markel time & motion study. graeme veale & regan gilbert
TRANSCRIPT
Markel Time & Motion Study.
Graeme Veale & Regan Gilbert
Today
PAPER
ECF
PAPER
ECF
2 years ago
Today
PAPER
ECF
Objectives
Why Time & Motion?
Adjusters role › Record the time taken for each of the following steps:
› Access Claims Systems
› Review claims docs
› Review policy docs
› Update internal core systems
› Scratch file/comments on CLASS
› ECF workflow system update (internal)
Its not just about speed – 4 other key findings
Differences between business classes
Processing v Adjusting time› Average time spent over combinations of the 6 steps as follows:
Processing Adjusting
1. Access claims systems
4. Update internal systems
6. Update ECF workflow
2. Review claims docs
3. Review policy docs
5. Scratch file/ comments on class
ECF 33% 67%
Paper 28% 72%
Total 30% 70%
‘Aborted’ transactions› 1 in 3 transactions aborted
› Why?
› Incomplete documentation on the Repository
› No OSND’s, or incorrect financials displayed
› Class ‘workflow’ inadequacies
› Therefore two key recommendations:
› Urgent need for ‘workflow triggers’
› Increase broker awareness & training
Lloyd’s v Company
Next steps for us…
Other observations
Other observations
“The problem with communication is the illusion of accomplishment”
George Bernard Shaw
Other observations
Conclusions› Moving in the right direction
› Well placed to take advantage of ECF2
› Better informed – Preparing for the future