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The Admiral Group, one of the biggest suppliers of direct motor insurance in the UK, has placed a further order for the Claims Outcome AdvisorTM (COA) solution from Insurance Services Office (ISO). The Admiral Group has confirmed its commitment to COA with a five year licence agreement following its installation at Admiral Insurance in 2001. The solution is now used across the entire Admiral Group - including Admiral Insurance, Diamond Insurance, Bell Direct and Elephant.co.uk - to enable claims handlers manage, consistently and accurately, personal injury claims from first notice of loss.
The new agreement commits Admiral to use COA for the next five years in both its Cardiff and Swansea offices. The solution empowers Admiral's claims handlers with more information for negotiation and consistent claims management. It provides claims handlers with a medical encyclopedia for injuries and associated long-term effects these injuries can cause, as well as identifying opportunities for early settlement, rehabilitation and early return to work on every claim. In addition, COA provides managers with statistical information, so they can measure claims handlers' performance, compare claims handling patterns at various offices and spot trends in personal injury claims.
Stuart Morgan, Personal Injury Claims Manager for Admiral, said: "COA has already made a real difference in the way our company operates. Personal injury claims are always difficult to 'quantify' but, for the first time, the COA solution provides us with a good research and reference tool to enable us to improve our negotiations and ultimately cut the end settlement costs. Individually, claims handlers are empowered to be more effective during negotiations with third parties, such as solicitors, ensuring that offers are more consistent and the best outcome is achieved for all parties.
"We've also seen an added benefit of COA in our training process of new employees. Personal injury claims are complex and the negotiation skills of the claims handler are paramount to the outcome of the claim. With ISO's COA solution we have been able to get new recruits 'up-to-speed' far more quickly than before, while also improving the consistency and accuracy on every claim made," added Stuart Morgan.
Joe Pendle, Director of Client Services for ISO, added: "The Admiral Group is one of many companies in the UK already reaping the real business benefits of the Claims Outcome Advisor solution. Personal injury insurance claims are difficult to quantify and with COA's understanding of almost 20,000 medical conditions and 14,000 occupations, claims are being dealt with far more consistency and accuracy than ever before. Admiral Group's decision is a further endorsement for ISO's second-generation web-based claims handling technology and highlights how COA is fast becoming the solution of choice for claims handlers and claims management."