From the Salt Mines

News

10 Ways to Improve Your Phone Skills

Sep 26, 2011

We firmly believe that the appropriate use of the phone can lead to better risk management outcomes while providing a valuable service to your customers. Are your claim analysts keeping up with the competition? How can you and your team improve your effectiveness when speaking with your claimants?

Jul 27, 2011

We strongly believe the telephone is the most effective risk management and customer service tool in the claim analyst's toolbox, even as overall telephone use in our industry is on the decline. Our audit data, representing results from nearly 100 audits and over 30 different disability claim operations, suggests that in-depth telephone conversations with claimants occur only 30% of the time. As we see more companies falling into this trend, we help by providing our polished methodology along with our top-notch customer service.

Jun 9, 2011

Jeff and I recently completed a business trip to the great state of Wisconsin. We had business in Madison and Milwaukee and finished up the week at the Midwest Claim Conference in Lake Geneva. As we were driving around Wisconsin, a beautiful and rural state, we were relying heavily on our GPS. Everything went smoothly between Madison and Milwaukee thanks to a construction heads-up from my nephew (thanks, Andrew), and the GPS seamlessly delivered us without incident to our desired location. However, our trip from Milwaukee to Lake Geneva was a little more typical.

May 25, 2011

LEAN - a set of ideas and an approach to make processes perform better. Designed by Toyota when they were entering the US Market, with the idea to get the most possible value out of everything they have while consuming the least amount of resources. Toyota focused on eliminating wasteful activity that does not clearly benefit the customer. We've interviewed Guy Parsons, a founding member of Lean Enterprise Institute, on his experience in applying LEAN strategies to Claims Management, bringing you the second in our 2-part series.

Apr 29, 2011

LEAN - a set of ideas and an approach to make processes perform better. Designed by Toyota when they were entering the US Market, with the idea to get the most possible value out of everything they have while consuming the least amount of resources. Toyota focused on eliminating wasteful activity that does not clearly benefit the customer. We've intereviewed Guy Parsons, a founding member of Lean Enterprise Institute, on his experience in applying LEAN strategies to Claims Management, bringing you the first in our 2-part series.

Jan 15, 2011

Have you noticed how many companies have recently launched ad campaigns touting their excellent customer service? It wasn't that long ago that everyone provided good customer service as part of their daily operations; without conscious thought or extra effort. It was assumed, it was expected, and it was a minimum requirement. These days, it seems that consumers are somewhat pleasantly surprised and mildly excited when they realize that they've actually encountered someone who has helped, listened, or simply done their job well by providing good service. When did good service become a bonus?

Nov 24, 2010

Some might say that life waiver of premium (LWOP) provision is the "Rodney Dangerfield" of group insurance. Customers don't understand the provision, claimants don't know how to file claims, and most importantly, some don't seem to give LWOP claims much respect.

Sep 30, 2010

In a previous newsletter Deadly Sins of Claims Management Part 2, we commented about effective claims management and the use of the telephone. We strongly believe that the telephone is the most effective risk management and customer service tool in the claim analyst toolbox.

Jun 15, 2010

Since 2003, Salt has been performing disability claim audits and reviews, claim data analyses, claim operation reviews and consulting to disability insurance companies, third party administrators, disability reinsurers and large employers¹. We've seen the good, the bad and the ugly. 1Based on over 80 claim audits and reviews in 31 different claim operations.

Apr 13, 2010

This is the fifth and last of our five-part series on disability industry claim management practices. We hope you'll find it worth the 4 minute read and share it with your colleagues

Mar 10, 2010

This is the fourth in our five-part series on disability industry claim management practices. We hope you'll find it worth the 4 minute read and share it with your colleagues.

Feb 12, 2010

This is the third in our five-part series on disability industry claim management practices. We hope you'll find it worth the 4 minute read and share it with your colleagues.

Jan 19, 2010

This is the second in our five-part series on disability industry claim management practices. We hope you'll find it worth the 4 minute read and share it with your colleagues.

Jan 19, 2010

This is the second in our five-part series on disability industry claim management practices. We hope you'll find it worth the 4 minute read and share it with your colleagues.

Jan 2, 2010

Based on our findings from claim file reviews and the data collected in our proprietary claim audit application, here's our take on timeliness in the claim management process:

Sep 2, 2009

We’ve seen the good, the bad and the ugly and although no one is perfect and recognizing the complexities of managing claims operations in this day and age, we continue to find basic claim management techniques missing.