“We use the National Correct Coding Initiative (NCCI) guidelines, and respect that the [workers’ compensation] formula is the formula, so our goal is to become as efficient as possible in order to offer the best risk prevention, competitive pricing and cutting-edge claims and loss control services,” Allen says. This meant finding a solution provider with the most software functionality for the price, and most value for the money, he adds.
Following a customized Insurium Implementation Analysis, GSIA ultimately chose Insurium’s configurable core systems modules via Microsoft’s Azure cloud platform and, in 2017, began implementation of their flexible policy administration, billing and receivables modules, with integration to Microsoft dynamic CRM and claims integration with the organization’s third-party administrator.
“The goal is to process all accounts at renewals, and Insurium is helping us safely and securely pull all of our data from a 25-year-old system that still includes tape backups,” notes Allen. “Since this is a work in progress, we decided, as long as we are digitizing these assets, to have Insurium help us develop a customer portal and integrate everything. Plus, because we are a SIG, for us to be successful we need our members to actively manage their own accounts, so operationalizing the portal will really help us with customer service levels.”
The portal will provide added value via real-time access to information: clients will be able to pull their own certificates of insurance, review their claims experience, manage payments and more. And although promoting the benefits of the new system has been a challenge (“Workers’ comp people don’t always like change,” he says), Allen anticipates that GSIA’s clients will appreciate being able to drill down into their accounts, view their experience modification factor (Xmod) and understand what’s driving their rates.
“I’m expecting people to call when their Xmod goes up, and we’ll be able to preempt that (if it rises by more than three basis points we contact them and tell them how they arrived at that figure and why) and how to resolve it.