President, Ward Group

Gaining 360o View ofYour Claims Operation

April 28, 2010

Jeff Rieder

Program Manager, Assessments, Guidewire SoftwareEugene Lee

How Can You Better Measure Performance?

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360° Approach

Quantitative Benchmarking

Qualitative Process Assessment

ReviewingDoing

Integration of Financial Comparisons and Best Practices

3

Comparing numbers without understanding the underlying business practices (in detail) of the other companies quickly leads one to the dead end question, “Now what do we do?

Comparing business practices among companies without financial comparisons may cause one to implement a business practice that does not lead to superior performance.

MUST HAVE BOTH ELEMENTS!

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The Need for Comparative Evaluation

4

Internal / departmental

comparative data points: 1

Inter-office, intra- / inter-

company

comparative data points: varies, if avail.

Country specific benchmarks

comparative data points: ~60 max (UK)

International benchmarks

comparative data points: > 1000 max

Customer Service

Not available (trend only)

Limited dataset (if available at all)

Size of dataset depends on country and

desire/need to breakdown by

carrier size or LOB

Largest possible dataset – visibility into global best

practicesStaffing

ExpensesUtility depends on

specific metric

Indemnity

Comparative dataset

Metric category

Effective / Useful Limited dataset / utility Not available

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Where Do the Numbers Come FromApples to Apples Methodology

5

Your Company’s Operating Structure

Operating Structure of Other Companies

ClaimsBenchmarking

Framework

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Key Performance Comparison

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Enabling Successful Projects that Deliver Improved Performance

Help customers define achievable, measurable objectives

System features to facilitate performance to targets

Assessment framework for claims process evaluation

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Qualitative Benchmarking SummaryClaim Intake &Assignment

CoverageVerification

FinancialControls

File Documentation& Correspondence

TaskManagement

Vendor Assignment& Management

Reporting &Supervisor Tools

Security &User Administration

Carrier B

Carrier A

Carrier C

Carrier D

Standard Evaluation Criteria

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A Useful Tool at Multiple Stages of a Project

10

Building a Business Case

Baselining & Evaluating

Project Impact

Tracking & Measuring

Continuous Improvement

Evaluation and analysis ofcurrent business processes

Claims Assessments provide:•Standard methodology•Evaluation framework•Peer benchmarking

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Offer for UK Insurers

Introducing the formation of UK specific financial and best practice benchmarks

First 5 companies to sign up by June 30 receive the following benefits:▪ Financial & operational benchmarking analysis▪ Process & systems evaluation▪ Discount on normal prices

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Next Steps

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Interest formInterest form Individual meetingsIndividual meetings Sign contractSign contract

Due Date

Purpose / Content

15 May 15 June 30 June

Discuss specific needs

Shape proposed engagement

Finalize participation

Start / schedule engagements

Gather initial interest

Schedule follow-ups

Receive electronic copy of full sample deliverable

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For more information

Quin Netzel, Ward Group▪ +1-904-477-6919▪ qnetzel@wardinc.com

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