Markel Time & Motion Study. Graeme Veale & Regan Gilbert

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