Known for returning substantial dividends to policyholders every year since 1918, NJMâs âItâs all about policyholdersâ philosophy has driven its high levels of policyholder service, which have resulted in an average 96.7% of NJMâs personal auto policyholders opting to renew their policies each year over the past five years.
NJM believes that excellence in claims is fundamental to maintaining superior policyholder service. The carrier has undertaken a multi-year, enterprise-wide re-engineering effort to continuously enhance policyholder service by improving business processes in tandem with a move to modern technology. As a key part of this effort, NJM sought a new claims solution to support its current volume of 200,000 claims annually, while positioning it for the future. NJM selected Guidewire ClaimCenter, a scalable and flexible Web-based claims handling system. ClaimCenter was implemented and is in use by over 750 NJM insurance professionals today.
âThe first place to make a positive impression in claims handling is at the time of the loss report. ClaimCenter has enabled us to significantly improve our First Notice of Loss (FNOL) service levels and process,â said Michael OâNeil, vice president, general claims, NJM Insurance Group. âClaimCenterâs intuitive loss screens and automated claim assignment functionality enables us to start adjusting the claim immediately upon loss notification, improving our claims service levels and saving us time and money. The latter ultimately gets returned to our policyholders as dividends.â
With ClaimCenter, NJM gains:
â¢ Real-time claim assignment during FNOL intake;
â¢ A âsingle source of truthâ electronic claim file which combines the information, automated workflows, and task diaries that enable adjusters to focus on timely, service sensitive, and cost effective claims processing;
â¢ Real-time management visibility into claim files and operations, with automated exception escalation and claim review flags;
â¢ Ability to provide an even higher level of claims service to policyholders and claimants; and
â¢ Combined operational- and technological-flexibility to support evolving business needs and growth.
âClaimCenter is helping us minimize âIT-resource leakageâ,â said Michael Carey, vice president, information technology, NJM Insurance Group. âWith ClaimCenter, our IT professionals can focus on providing the functionality enhancements our business users require instead of merely maintaining our older, limited technology platforms. This is a significant benefit for our policyholders and our business overall.â
âWe congratulate NJM Insurance Group, on their successful ClaimCenter implementation,â said John Raguin, chief executive officer, Guidewire Software. âWe look forward to working with them on future project phases as they continue to transform their business capabilities.â
Guidewire ClaimCenter is a leading end-to-end claims system for property/casualty insurance. ClaimCenterâs flexible business rules enable claims organizations to optimize and monitor the claim process. Claims executives can define, enforce, and continually refine their preferred claim handling practices. In addition, a modern technology architecture, providing 100% web client, and web services interface enable lower total cost of ownership in any environment