Formerly known as Gain Life
Davies
Crosstie
Optimizing claim adjuster workflows with Crosstie
THe Context
Driving Operational Efficiency at Scale
Davies partnered with Crosstie to harness the power of AI and analytics, streamlining and expediting the claims management process.
4.3
50%
2,000
70%
The Challenge
Evaluating the workflow to integrate Crosstie’s AI solution
Davies, a leading player in the insurance industry, continually enhances its management and processing of claims, prioritizing efficiency while maintaining an exemplary level of empathy and care for claimants. Realizing the drawbacks of traditional, time-consuming methods that struggled to keep up with the rapidly-evolving industry, Davies aimed to boost operational efficiency by simplifying the claims process. In addressing the intricate challenges of claims management, Davies acknowledged the necessity for innovative solutions. Davies has been affected by the industry challenges of prolonged processing and increased costs. The manual aspects of their existing processes hindered communication and engagement, resulting in reduced efficiency and employee satisfaction.
Crosstie is revolutionizing the WC/P&C TPA space with an innovative software solution, delivering unrivaled efficiency, accuracy & customer satisfaction. This has provided Davies with a competitive advantage by combining advanced technology with exceptional service. The feedback from clients, injured workers & team members has been extremely positive.
— Beverly Adkins President WC/P&C, Davies
THe Solution
AI-Powered Document Intelligence, Designed for Clinical Precision
In response to these challenges, Davies partnered with Crosstie to optimize the claims management process, enhance outcomes, and improve claimant and adjuster experience.
DaviesConnect (a.k.a Jarvis), an advanced AI and behavioral risk platform developed by Crosstie, was introduced to streamline the entire claims management process, from initial filing to resolution.
These features include:
Jurisdictional-Specific FAQs and Resources
Providing 24/7 support, DaviesConnect offers jurisdiction-specific FAQs and resources. This ensures claimants have immediate access to relevant information, saving countless phone calls to their adjuster.E-sign Document Integration
Streamlining the documentation process, DaviesConnect allows claimants to electronically sign documents. Upon completion, these e-signed documents are automatically delivered to adjusters and seamlessly auto-filled into Davies’ core system, eliminating manual document filing and expediting the claims workflow.Multilingual Messaging Solution
DaviesConnect introduces a texting solution available in over 100 languages, mitigating language barriers. This not only eliminates phone tag but also streamlines communication by automatically populating messages in Davies’ Core System, reducing the need for time-consuming call logging.Automated Appointment Reminders
Effortlessly enhancing communication, DaviesConnect automates the delivery of appointment reminders and follow-ups directly to the system and via text. This eliminates the necessity for additional calls and paper letters to be sent to claimants, saving time and resources.
Comprehensive Questionnaires
DaviesConnect facilitates the completion of initial intake, behavioral risk assessments, and employee satisfaction questionnaires. These tools not only enhance the quality of check-ins and save time on follow ups, but also foster trust between claimants and adjusters, contributing to a more robust claims management process.
Full System Integration
DaviesConnect seamlessly integrates with Davies’ core system, relieving adjusters from the burdensome tasks of manually logging events, copying emails, or filing scanned documents. This integration catalyzes workflow efficiency, empowering adjusters to dedicate more time to their core responsibilities and quality interactions.
Multi-Line Integrated Platform
DaviesConnect extends its benefits beyond Workers’ Compensation by seamlessly integrating into Liability claims processing. This ensures a unified and comprehensive approach to claims management across various lines, maximizing efficiency and maintaining compliance. By leveraging DaviesConnect, Davies is able to do much more with the same number of resources. This not only improves overall productivity but also contributes to cost-effectiveness and growth in claims management.
To ensure successful implementation, Davies invested in comprehensive training programs for adjusters to familiarize themselves with DaviesConnect. Continuous support and feedback mechanisms were established, fostering trust among adjusters in the AI-driven solution.We know there is a direct correlation between injured worker advocacy and reduction in litigation. DaviesConnect strengthens that advocacy by direct and prompt communication with the injured worker, building trust and transparency in the claim process.
— Robin Martin Ancillary Services Manager, Davies
THe Results
Optimizing claims efficiency
Automating routine administrative processes
For claims adjusters managing the average number of claims per year, an estimated 4.3 hours is saved per week by automating administrative tasks and claim support.
Enhancing Multilingual Communication and Document Retrieval with DaviesConnect
DaviesConnect enables seamless communication between claims professionals and English as a Second Language (ESL) injured workers, eliminating reliance on external translation services and bilingual colleagues. This empowers claims professionals to focus on core responsibilities, eliminating the need for time-consuming call logging and script translation, thereby enhancing overall workflow efficiency.
E-signature of Medical Authorization Forms accelerates the claim process significantly with over 50% of Medical Authorization Forms completed within 1 day in DaviesConnect. This streamlined approach empowers adjusters to promptly access pre-injury medical histories, paving the way for quicker and more efficient claim resolutions.
Optimizing Mailroom Document Management
Upon full implementation of document automation workflows, an estimated savings of nearly 2,000 human-hours a year, based on the 2023 claim volume, is anticipated in document-related clerical tasks.
Embracing electronic document workflows has significantly enhanced efficiency at Davies, evidenced by a 70% reduction in postage, complete time savings in scanning and filing on engaged claims, and notable decreases in storage fees.
Improving Efficiency in Liability Claims
Adjusters have highlighted the value of Intake Questionnaires, Messaging, and Documents, particularly for expediting the retrieval of the HICN Form, without enduring rounds of phone tag.
DaviesConnect boasts features tailored for Liability claims, now enhanced with e-notarization capabilities.
Having recently implemented these advancements, one adjuster emphasized the transformative impact on Liability claims. According to their insight, technology-driven resolutions not only prevent prolonged legal deliberations, resulting in settlements below the norm, but also effectively mitigate the risk of cases escalating into larger pain and suffering claims. The prompt and thoughtful care facilitated by these features underscores their critical role in influencing overall claim outcomes and highlights the importance of swift resolutions in the Liability landscape.
Another huge win throughout this experience is receiving eSigned Medical Authorization and Medicare forms within a day. Being able to expedite the claim immediately has substantially reduced the average length of a claim.
— Nicole Stephens Workers’ Comp Claims Manager, Davies
THE CONCLUSION
Offloading tasks to “stay in the green”
The adjusters we talked to all said the same thing. DaviesConnect offloads a lot of the small, mundane, routine tasks that take time out of their day making it possible to “stay in the green” when managing a full caseload of claims at once. They can finally catch up on their daily tasks, focusing on quality, impactful tasks to drive better outcomes for their claims. For an average Davies adjuster managing an average caseload, DaviesConnect saves 4.3 hours per week.
This amount of time savings across a year (4.3 x 52 = 224 hours/year) equates to 0.1 FTE. In other words, it enables 10 FTE to do the work of 11 FTE. These figures are based on the features available in DaviesConnect at the time the data was collected. Additional features and innovations, which have since been implemented, could substantially increase time savings and productivity.
We also observed that DaviesConnect positively impacts the mindset and attitude of adjusters who use it. Having a tool that can help them accomplish their daily tasks and “stay in the green” has a great effect on their outlook and positivity toward their job, boosting their feelings of confidence and professional autonomy.
Impacting the adjuster’s mindset can boost their feelings of confidence and control in their job, having a permeating effect that can positively affect company culture. These advancements are not only beneficial for Davies but have garnered positive feedback from claimants as well, with an 8/10 satisfaction rate. The user-friendly features, coupled with swift and efficient processes, contribute to a positive experience for all parties involved, affirming the success of these improvements in the claims management system.
