ACI-NA RISK MANAGEMENT CONFERENCE January 11-13, 2012 Performance Optimization of Insurance Carriers and Third Party Administrators Presented by: Ginga Griffin, CPCU, ALCM ESIS Inc Health Safety & Environmental Services ESIS, Inc.-Health, Safety & Environmental Services Bryan Doyle, ARM, CCLA, AVP Claims ACE USA North American Claims
General Session 2: Performance Optimization of insurance Carriers and Third-Party Administrators Any positions or opinions expressed in this presentation are the presenters own and not necessarily those of any ACE company.
Topic Objectives Typical services available Practical applications Benefits of utilizing services Optimizing performance 3
Insurance and TPA Services Why should you use the services?
Available Services Claims Risk Control Information Systems Auditing
Information Systems Claims data collection Financial information/ loss runs Management reports Period to period analysis Benchmarking
Auditing Important in the future FAA SMS, IATA, ISAGO, ISO, NATA, ICAO Building values WC financial audits Environmental audits
Risk Control Services Risk k Assessments Technical Expertise/Safety Specialties Safety Management Expertise Training - Education Data analysis Risk Management and Safety Promotion
Risk Assessments Movement areas Ramps Vehicle movement General Aviation Construction Baggage Make-up Life Safety Train Systems Electrical Safety Terminal Landside
Technical Expertise Liability Worker Safety Industrial Hygiene Property/Fire Safety Management Systems Boiler and Machinery Environmental Construction Ergonomics Fleet/Driver Safety LEED
Safety Management Expertise Safety Committee Accident Investigations Accident Review Boards Safety Programs Training Inspections
Risk Management Support Management Presentations Data Analysis Promote Risk Management Discipline Internal Communications Safety Promotions
CLAIMS SERVICES
Claims Manage the claims handling process Investigate, document, resolve claims Provide claims expertise Supplement your internal resources dedicated to claims Reduce your decision making burden
Claims Manage the claims handling process -Dedicated resources and systems -Comparative advantages from specialization Good claims processes are consistent and well- Good claims processes are consistent and wellmanaged allowing the best possible outcome
Claims Know your claims people/have their contact t info handy -Dedicated email for first notices -Dedicated fax number for first notices -24 hr contact and number -Alternative points of contact (vacations, etc.)
AIRPORT CLAIMS PROCESS COMPLETED BY NOTICE OF LOSS MANAGEMENT REVIEW INITIAL POLICY REVIEW AIRPORT SPECIALIST INVESTIGATION STRATEGY AEROSPACE SPECIALIST ACCIDENT INVESTIGATION INSURANCE POLICY INDEPENDENT INVESTIGATOR CLAIM FILE STRATEGY SPECIFIC POLICY REVIEW UNDERWRITING AGREEMENTS CLAIMS AGREEMENTS RESERVES ADJUSTMENT 3RD PARTY LIABILITY / DENIALS / SUBROGATION
CLAIM OBJECTIVES: Effectively Manage Airport Losses And Provide Superior Customer Support
Claims Investigate, t document, resolve claims -Dedicated resources and systems -Comparative advantages from specialization Good claims handling is consistent, fair and wellmanaged allowing the best possible outcomes
Processing Airport Claims: Evaluating Loss We will pay those sums that t the Insured becomes legally obligated to pay as damages because of bodily injury or property damage to which this insurance applies. Liability Insuring Agreement (ISO)
Processing Airport Claims: Evaluating Loss Third Party Claims: Bodily Injury Property Damage Personal Injury Advertising Injury Hangarkeepers
Processing Airport Claims: Evaluating Loss Dt Determining ii The Exposure: Experience Business Partner Input Attorney s Evaluation Based on Jurisdiction Review of Similar Judgments
Litigation Management -Use of panel counsel -Economies of scale (research, business considerations, etc) -Strict guidelines agreed to in advance -Vendor bill processing -Experience
Airports management and operations are the key to successful claims -Accident reports -Contract management -Factual/investigative support -Peer review -Vendor pressure
Accident Reporting -Gather accurate information -Gather enough information -Report complete, timely and accurate information
Observe and Document -Photographs/Video -Measurements -Observations footwear, surface conditions, etc
Interviews -Who? The claimant, witnesses, co-workers, etc - Tell me what happened -Quote the interviewee and use quotes on reports
QUESTIONS?