An efficient implementation of a Write Back Claims Management System

The COVID-19 lockdown at the start of 2020 forced the arrangement of virtual training sessions, where DOCOsoft trained the client’s handlers for the User Acceptance Training and for go live. Microsoft Teams allowed the client’s users – about 80 in total – to field questions with DOCOsoft. According to the client, the virtual implementation experience went exceedingly well.

As explained in our previous blog on how to implement Claims Management Systems in 2021, DOCOsoft has been pleasantly surprised by the numbers of companies that committed to going live with a new platform last year, despite the lockdown. Part of that is due to the comprehensive virtual user training that we provide to new customers, but the other aspect is the market’s all round desire to move towards the digital spine concept as outlined in the Lloyd’s Blueprint 2.

According to one of DOCOsoft’s claims clients: “I would recommend the CMS and the DOCOsoft service to market peers and colleagues. The system does a good job at handling London market claims and it has a lot of functionality, as well as a lot of data that it captures, which is particularly of interest as we move to more of a data driven world.”

The client says it is already very happy with the platform, which crucially puts them in decent shape for all the various phases going forward with the future of Lloyds. There is a lot happening in London at the moment and it provides a measure of re-assurance to be on a platform that’s used by quite a few syndicates so they know that they are in a good place. They know that they are on a good market wide standard.

A Successful Implementation of Write Back
The latest version of the CMS has evolved to provide additional benefits to users ever since DOCOsoft implemented a system several years ago that improved the market’s existing technology, creating new operational efficiencies and extra assurance that companies would be better able to “manage by facts.”

A successful implementation of Write Back, can aid tangible operational efficiency, combining intuitive technology, with improved visibility. A Head of Claims, for example, is now able to manage the whole claims area, with plenty of support in terms of reporting.

As one Head of Claims Operations told us: “The customers are selling the CMS rather than DOCOsoft because it works so well, which tells you everything! I particularly enjoy working with DOCOsoft on new projects because it is never as difficult as it is with other suppliers.”

Going Live with an Enterprise Claims Management System
The DOCOsoft CMS is a multi-award winning system, supporting full ECF2 Write. The claims management system integrates seamlessly with the client’s underwriting and document management systems, as well as the market wide Electronic Claims File and Insurers Market Repository. It is versatile, supporting its global users –backed by their shared services support – across the International Underwriting Association and the Lloyd’s insurance stamps.

This would be particularly important for a client, which conducts a lot of marine business, say, on the IUA stamp. Quick implementation of a system is vital in today’s fast changing landscape, as one client told us in a recent survey:

“I would describe DOCOsoft as agile due to the nature of their company. They are always on hand; they will come into the office at short notice to support our claims handlers. I have always been an advocate for DOCOsoft in the London Insurance Market.” – Head of Claims Operations