Building Intelligence
Into the Claims Process
Paul Gange of Audatex says the next frontier for auto insurers is evolving to smarter software systems that not only drive efficiencies throughout the claims process, but also capture insights for better decision-making.
BEST’S REVIEW: Why don’t you fill us in on the company and its background?
PAUL GANGE: In 2006 we became part of Solera. Solera is the only global provider of automotive claims solutions around the world. We’re able to take best practices that we’re learning from our operations around the world and apply that knowledge here in the U.S. and Canada. We’re active in over 50 countries.
BR: The insurance industry—and particularly claims—is going through tremendous change. Where does your company fit?
GANGE: Our insurance customers tell us that they’ve got to be prepared to deliver service that’s faster. They need to be innovative. They need to be more agile. Our products enable customers to gain a level of insight that enables them to meet or even exceed their own financial targets by making appropriate decisions in real time.
More than ever, we’re seeing experienced personnel retiring and taking years of experience with them. We understand that our products must not only be easy to use, but they’ve got to be intuitive. They’ve got to be intelligent. Our product portfolio includes our dispatching software, which automates the assignment of claims, our estimating and total loss applications and a host of products which contemplate these changes.
BR: What are insurers missing on auto claims?
GANGE: There is still opportunity to further automate, streamline the entire claims workflow process. In an age of outsourcing and partner relationships and less-tenured staff, program compliance is a key area of potential leakage. We’ve built tools, e.g. Audatex Audit and Audtex Estimate Check, that use preset business rules and intelligent software to enable insurers to run sort of a “spell check,” if you will, on estimates to insure that they’re both accurate and compliant with program parameters. Business intelligence is a key area. Audatex creates a lot of data through all the claims that we process. We’re taking this data and coverting that into intelligent information. Our customers are able to easily identify trends, adjust their business plans and meet specific issues in their businesses.
BR: What’s in the pipeline?
GANGE: We’re excited about several products. Audatex Insight is the industry’s newest business intelligence tool. It takes claims data and provides a flexible and highly visual user interface and interactive dashboards. We want to make business information accessible by all users at every level of the organization. Audatex Insight converts data into intelligence, providing insurers the right information at the right time.
We’re launching our next generation of our Dispatch product, Audatex Power Dispatch. This is Web-based and fully integrated with the Audatex estimating application. It captures loss information and then intelligently allocates a loss assignment to the most efficient and available appraisal resource.
Finally, we’re nearing the release of “intelligent graphics” built into our estimating application. Interactive 3-D vehicle graphics will make the estimating process even more accurate and efficient.
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