Making Claims management effective and profitable Danijela Ziser, Swiss Re, Claims Forum 2014

Danijela Ziser, Swiss Re | AIIF

3 Source: customerservice.ae

Danijela Ziser, Swiss Re | AIIF Source: conversiondoktor.de

Danijela Ziser, Swiss Re | AIIF 2014 How to be different? Run Claims like a business Automation Having the right people 5 Source: pivotalsafety.ca

Danijela Ziser, Swiss Re | AIIF More than prompt claims payment… …provide a variety of unique, value-added services and expertise

Danijela Ziser, Swiss Re | AIIF Shareholder Clients Stakeholders Adjudication Liability Management Retrospective Solutions Stakeholder External Services Income/ value-add Net Result = Impact Operational Efficiency Operating Cost Legal spend Investment USD mio Technical Expertise & Focus Customer’ Focus Simplification/ Discipline Run claims like a business: Foster an entrepreneurial spirit & create impact There are different levers to pull at different times FOCUS

Danijela Ziser, Swiss Re | AIIF 2014 Automation Claims being processed in the "old" way 8 Paper / Closings - Incomplete documents - Non standard formats - No ackowledgement of receipt required Paper / Closings - Incomplete documents - Non standard formats - No ackowledgement of receipt required Manual Statements -Time consuming spreadsheet process - Lengthy agreement timecycle - Large query volumes Manual Statements -Time consuming spreadsheet process - Lengthy agreement timecycle - Large query volumes Delayed Payments - Inconsistent due dates - Timeline driven by reconciliation - No agreement of items payable Delayed Payments - Inconsistent due dates - Timeline driven by reconciliation - No agreement of items payable

Danijela Ziser, Swiss Re | AIIF 2014 Automation Claims being processed automatically 9 Transaction validation - Tech account (TA) message sent early, as soon as the broker books the item - Standard data format - Complete/accurate dataset Transaction validation - Tech account (TA) message sent early, as soon as the broker books the item - Standard data format - Complete/accurate dataset Electronic Reconciliation - Real time agreement - Technical/payment transaction linked - Team can focus on queried/ unpaid items. - Early query resolution Electronic Reconciliation - Real time agreement - Technical/payment transaction linked - Team can focus on queried/ unpaid items. - Early query resolution Faster Cashflow - Items paid 15 working days earlier - No backlogs - can focus on key items - Financial account (FA) sent as soon as payable Faster Cashflow - Items paid 15 working days earlier - No backlogs - can focus on key items - Financial account (FA) sent as soon as payable

Danijela Ziser, Swiss Re | AIIF 2014 Automation Benefits exist for all stakeholders 10  Increased control and transparency  Single platform access to all markets  Increased speed and efficiency  Improved cash flow  Immediate, secure and evidenced delivery of data  Reduced risk What is a (re)insured looking for?  Improved cash flow  Processing cost reduction  Enhanced client servicing  Ability to focus on value added activities  Direct straight-through processing into any market from worldwide locations What is a broker looking for?  Processing cost reduction  Enhanced cedent servicing  Consistent, high quality and properly referenced data feed  Access to current data and documentation  Reduced exposure to dormancy What is a (re)insurer looking for? (Re)Insurer (Re)Insured

Danijela Ziser, Swiss Re | AIIF 2014 The right skills- the right staff? The Spider Web 11

Danijela Ziser, Swiss Re | AIIF Source: sharonshares.ca

Danijela Ziser, Swiss Re | AIIF ricardo.ch

Danijela Ziser, Swiss Re | AIIF 2014 Danijela Ziser Claims Expert Tel: Swiss Re Contact

Danijela Ziser, Swiss Re | AIIF

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