Technology-Based Industrialization of Claims Management in Motor Insurance
ISBN
978-3-941875-31-9
Type
conference paper
Date Issued
2010-02-23
Author(s)
Baecker, Oliver
;
Bereuter, Albrecht
Editor(s)
Schumann, Matthias
Kolbe, Lutz M.
Breitner, Michael H.
Frerichs, Arne
Abstract
Over the past years, German motor insurers have been facing growing competition from in- and outside the industry (e.g., car manufacturers, automobile clubs). Together with a growing pricing pressure on insurance premiums, their combined ratio increased from 94.5% in 2004 to 101.6% in 2008. This indicates that cost savings and process improvements in claims management have a great impact on the KPIs of insurers. While insurance companies are under pressure to decrease costs, customers lack adequate assistance when it comes to an insurance claim. Against this background, we present an analysis of today's claims management process in motor insurance and describe four technology-based process improvements. In order to realize the process improvements, a service-oriented architecture is presented and the implementation of a demonstrator illustrates our solution. Finally, we propose business value metrics to measure the effects linked with each process improvement
Funding(s)
Language
English
Keywords
Claims Management
Motor Insurance
Mobile Technology
Industrialization
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Multikonferenz Wirtschaftsinformatik 2010
Publisher
Universitätsverlag Göttingen
Publisher place
Göttingen
Start page
1883
End page
1895
Pages
13
Event Title
Multikonferenz Wirtschaftsinformatik (MKWI) 2010
Event Location
Goettingen, Germany
Event Date
23.-25.02.2010
Subject(s)
Division(s)
Eprints ID
57560
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04_technology-based_industrialization_of_claims_management_in_motor_insurance.pdf
Size
392.22 KB
Format
Adobe PDF
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