Choosing the Right Partner: A Guide to Evaluating Insurance Claims Software Vendors
5 MIN. READ
Technology is driving a massive transformation in the insurance sector. Amidst these technological advancements, claims management software stands out as a critical tool for insurance companies looking to increase operational efficiency, improve service quality, and gain that competitive edge.
However, picking the right insurance claims software vendor can be challenging. Depending on the company’s size, structure, and business model, what works for one insurer may not work for another.
This article delves into the essential criteria that should be evaluated when choosing the right software partner — one that not only aligns with your specific needs but also helps you simplify the claims process and empowers you to deliver faster and more accurate claims settlements.
Understanding Your Insurance Claims Processing Needs
Over the last few years, the insurance industry has faced several challenges posed by rising inflation, mounting costs, and lingering effects of the pandemic. Claims processing needs are evolving in response.
For instance, the immense pressure on insurers to lower loss ratios and reduce loss adjustment expenses has led many to embrace digitalization as a solution.
For an idea of what the top providers have diverted their attention to, a Five Sigma survey of 100 P&C insurance leaders indicates that over half believe automating claims enhances efficiency and accuracy. Over two-thirds plan to adopt cloud-based solutions by 2026, and nearly nine in ten consider data and analytics “extremely” or “very” important in claims management.
At the same time, consumer expectations are rising, with providers expected to offer faster, more customized experiences as part of their offering.
These trends reflect a willingness among leaders to move away from traditional claims systems, defined by a lack of scalability, slow processes, and compatibility issues.
With these considerations in mind, a comprehensive assessment of your current and future business needs is critical in choosing insurance claims software vendors.
Criteria for Evaluating Insurance Claims Software Vendors
Providers looking to spur digital transformation efforts, improve efficiency, and adopt a more customer-centric approach must judge insurance claims software vendors on specific future-proof criteria.
Technology and Innovation
The pace of innovation among insurance claims software vendors has given providers unprecedented access to the latest technologies and tools.
It’s essential to make the most of this culture and adopt software that promises an analytics-driven approach to claims handling.
Go beyond the superficial and look for solutions that leverage deep automation and enable you to make smart decisions on every claim and at every stage.
User Experience and Interface
Choose a vendor that takes an adjuster-centric approach to design, creating software that is easy to implement and use and offers long-term financial benefits. An intuitive dashboard, for instance, allows users to tap into real-time data on claims, track overall productivity, and access granular claim details in a few clicks.
Customization and Scalability
Software with high levels of customization offers providers more bespoke solutions that align closely with their models.
Customizable software could, for instance, enable you to build specialized risk assessment tools or proprietary underwriting algorithms and facilitate seamless integration with external systems.
Scalability, on the other hand, secures your investment. Claims software that evolves with the industry and manages changes in volume with minimal investment are crucial when leveraging technology as a driving force for growth.
Data Security and Compliance
Claims software must adhere to the highest regulation and security standards, such as the SOC2 type 2. Features like multi-factor authentication and data encryption are a given. Specific customized solutions also allow for granular control over user roles and permissions, ensuring employees only have access to the most relevant data.
The software must also enable organizations to operate within strict regulatory and compliance guidelines.
Vendor Reputation and Track Record
All insurance claims software vendors promise the world. The onus is thus on the company to exercise due diligence in the research phase. Replacing core systems is a defining transformation that must not be taken lightly.
Through market research or competitor analysis, providers must thoroughly research a vendor’s industry standing on various criteria — hard data like financial status and factors like collaboration, transparency, and innovation.
Case studies offer deep insight into a software’s capabilities, presenting precise data on how it stands to enhance efficiency and productivity. Testimonials are another valuable resource for assessing a software’s customer support offerings.
Multiple online directories offer unbiased comparative studies of insurance claims software vendors. Companies can leverage these guides to analyze software on specific parameters, including automation capabilities, costs, and ease of use.
Cost Considerations
The cost of claims software depends on several factors, ranging from features offered to levels of automation. Pricing structures similarly vary, with some vendors offering subscription models and others setting a one-time fee.
Companies are advised to conduct a thorough cost analysis, considering all upfront costs, license fees, and maintenance charges of implementing new software.
It’s also crucial to understand the hidden costs of insurance claims software vendors, including those related to training or data migration.
The total cost of ownership must carefully be compared to the potential ROI, which, as research shows, can be significant. McKinsey estimates, for instance, that automation of systems can reduce the cost of a claims journey by as much as 30%.
It’s also worth considering the costs of maintaining an outdated system. Gartner research suggests that by 2025, companies will spend 40% of their IT budgets on running legacy systems. Moreover, this statistic fails to consider the costs of time wasted, low employee morale, and other indirect costs.
Highly customized and cloud-based solutions may come at a price, but they also offer significant returns, considering their potential to enhance efficiency and productivity.
Implementation and Integration
A new claims solution must integrate with pre-existing platforms like CRM, accounting, or policy management systems.
Companies must carefully consider a software’s integration capabilities.
Solutions built from the ground up with APIs in mind fit seamlessly into business operations. A robust set of APIs ensure providers can add new third-party capabilities without the difficulties that can result from information silos and ensure that no user is left in the dark.
Another critical step involves understanding the software’s implementation process and its associated timelines.
The typical transition period sees many time-consuming processes—such as data migration, integration, and testing—holding up operations. Also, once the solution is implemented, lengthy training processes can eat away at productivity.
Companies must consider these timelines when comparing insurance claims software vendors. Some solutions, for instance, could take between 1-3 years to implement; others, like Five Sigma, can be operational within weeks.
Assessing the Vendor’s Support Structure and Availability
The ideal insurance claims software vendors have a solid support structure and adequate training resources and materials.
To make an informed decision, contact shortlisted vendors through a formal Request for Information. RFIs should clearly outline business goals and contain open-ended questions about a software’s capabilities, enabling providers to ensure that a vendor is aligned with their vision.
A provider may also request vendor-led demonstrations. All departments of an organization must be invited to participate in these demos, which can be followed up with in-depth discussions on the software’s functionality.
Once a final decision has been made, it’s crucial to review the implementation plan, upfront and hidden costs, and establish a clear line of communication in case of any future support requirements.
Make the Most of Modern Solutions
Selecting between insurance claims software vendors is a challenging process with long-term implications. Companies that carefully review a software’s technological prowess, customization abilities, scalability, and the vendor’s reputation are more likely to see growth. Those that don’t will be left playing catch-up.
Five Sigma’s comprehensive and easy-to-deploy SaaS claims management solution solves several challenges that insurance companies face in this process. To learn more about how our solution can enhance productivity and efficiency and reduce costs, request a demo here.
