Speed. It's an advantage on the track, the playing field and just about any other place where competition exists. Ohio-based Grange Insurance believes speed is one of the key components to maintaining a competitive advantage in the automotive claims marketplace, and is constantly researching ways to improve the process for its 125,000 customers in Ohio and nine other states.

In its pursuit of efficiency, Grange has consistently turned to technology for ways to speed up its claims process. Grange was one of the first carriers to utilize our CCC Pathways® Appraisal Solution and total loss software solutions. The company recently asked its technology team to formulate a plan to target inefficiencies associated with the transfer of claims-related information between the field and the home office.

“We'd have people fill out the claim and send it through our system,” said services assistant vice president David Wagar. “Sometimes it required a phone call to make sure the adjustor got it. At night (the adjusters) would download their assignments. Then they'd go out the next day and look at them. The next night, they'd upload the information and send (the assignments) back—so we had a lot of people handling claims and electronically moving it from place to place. We knew we could do better.”

To combat those inefficiencies, Grange implemented CCC Pathways’ Wireless Direct solution and CCC Autoverse® Claim Management. Combining CCC Autoverse—a Web-based open solution providing a single location to receive, review and dispatch claims files—with Wireless Direct's ability to access and exchange real-time claim information at any location allowed field adjusters to streamline their file transfer process.

“A process that used to require three people passing file information multiple times was cut down to two people: the adjustor and the appraiser (transferring information) one time,” said Wagar.
Grange also had to be sure to choose a wireless network provider that could physically reach its employee base. “We did a lot of research on whether or not our appraisers would (physically be able to) get the signal,” said Wagar. Grange, their selected wireless service provider, and CCC worked together and were able to successfully integrate the different software components. The rollout was completed to its entire adjustor base in July of 2004.

The only problem that occurred during rollout was when the service provider upgraded its operating system just prior to installation, which created an incompatibility between the two systems. Grange was able to get all three parties together, rectify the matter in a few hours. According to Wagar and Grange senior project manager Butch Knowlton, these solutions helped the company quickly realize efficiency gains.

“As a result of that meeting, we're still working with CCC and (the service provider)… so that any future versions or updates from the provider are going to be immediately compatible and will have already been tested in a real environment,” said Knowlton.

Grange also selected CCC Autoverse Claim Management to increase the benefit of two-way wireless communication by giving employees— and independent appraisers, if needed—access to an electronic claim folder over a secure network. Since CCC Autoverse uses technology based on the Collision Industry Electronic Commerce Association's (CIECA) EMS open standards, it gave Grange the ability to exchange claims information with virtually all of its repair facility partners.
“When we get back the assignment,” said Wagar, “it automatically drops into our electronic claim file. It goes right into the actual claim and then proactively notifies the inside adjustor that the estimate is back. We had the equivalent of six to eight people continuously checking for estimates and moving them into a claim file. Now we are reallocating these people to other more valuable job duties.”

Another concern during an installation and rollout process is training. This, however, was not the case for Grange. “There isn't really any training, because they're basically doing what they'd been doing before (using CCC Pathways),” said Knowlton. “It's really just a difference of clicking on your laptop and letting it know whether you're operating from a LAN line or a wireless connection.” Having a system that utilizes familiar products eliminates time loss and cost incurred for training purposes.

So, how fast are claims now being turned around at Grange? “Our staff can now turn around estimates more than twice as fast as before. Our speed is about 84 percent of the industry average,” said Knowlton. “We've heard several examples (from our appraisers) of turnarounds going from a couple of days to three hours.”

Adds Wagar: “Service is always at the top of the list, but when it comes to claims, it's all about speed. Speed, service and accurate indemnity payments are really at the top of the things that we look at and want to deliver to our customers.”

About Grange Insurance
Grange Insurance offers a wide range of insurance products, not only for vehicles but also to protect homes and businesses. Grange also provides security through life insurance and other financial products. Grange Insurance is located in Columbus, Ohio and serves \ten states, including Ohio, Georgia, Illinois, Indiana, Kentucky, Michigan and Tennessee and to customers in Iowa, Minnesota and Wisconsin through its affiliation partner, Integrity Insurance of Appleton, Wisconsin.