e-subro hub - arbfile.org · 2.0 subrogation with e-subro hub ... intercompany subrogation results....

E-Subro HubA Web-Based Document Management and Communication System for

Subrogation Claims Between Insurance Carriers

3350 Buschwood Park Drive, Suite 295Tampa, Florida 33618

1.888.ARBFILE • www.arbfile.org

ARBITRATION FORUMS, INC.Industry created. Membership driven.

TM

E-Subro Hub – A Web Based Document Management and Communication System

© Copyright 2010 Arbitration Forums, Inc. • Version 1.0 2

Table of Contents

1.0 Subrogation Today .......................................................................3

2.0 Subrogation with E-Subro Hub ..................................................32.1 When Sending Subrogation Demands �� 32.2 When Receiving Subrogation Demands �� 3

3.0 An Effective Recovery Tool That Addresses the Various Recovery Scenarios That Play Out Every Day ................................43.1 Notification (Demand Delivery) �� 43.2 Quick Settlement �� 53.3 Negotiation �� 53.4 Arbitration �� 5

4.0 Managing Work in the E-Subro Hub .........................................64.1 E-Subro Hub Demand Work List �� 64.2 Activity Tracking and Reporting �� 6

5.0 Document Management ...............................................................75.1 AFClient �� 75.2 Direct Upload �� 85.3 Fax to E-Subro Hub �� 9

6.0 AF’s Industry Commitment to “Going Green” .........................9

7.0 AF’s Commitment to the Insurance Industry’s Future ............9

8.0 Data Integrity .............................................................................10

9.0 E-Subro Hub Benefits Summary ..............................................10

10.0 Getting Started is Easy ............................................................10

About Arbitration Forums, Inc. .....................................................12



1.0 Subrogation TodayProductivity, quality, expense control, and optimized cycle times are the yardsticks by which subrogation recovery success is measured. All are adversely affected by the subrogation processes that exist today.

Challenges When Issuing Subrogation Demands:

• Adverseadjusterneedstobelocatedandidentifiedbeforeademandcanbesent.• Supportingdocumentsarefrequentlymovedtohardcopyformatfordelivery.• Upwardsof60%offollowupandnegotiation-relatedphonecallsareunproductivebecauseof

difficultiesreachingtheotherparty.• Demandpackagesoftenneedtobereissuedwhenreceivingpartyclaimsthepackagewasnot

received.

Challenges When Receiving Subrogation Demands:

• Demandsarrivefromsendingcarriersindifferentformats.• Mailedandfaxeddemandsaretypicallyscannedintoclaimsystem.• Littleornotrackingmakesitdifficulttomeasureperformanceonadversesubrogationdemand

handling.

2.0 Subrogation with E-Subro HubTheWeb-basedE-SubroHubprovidesasimpleandintuitiveUserInterfacethatsetsthestageforincreased productivity and quality while reducing recovery expenses and cycle times.

2.1 When Sending Subrogation Demands

• Demandroutingruleseliminatetheneedtoobtaincontactinformationforadversecarrier’s file-owningadjuster.• Demandsaredeliveredelectronically,eliminatingprinting,copying,mailing,andfaxingexpenses.• E-SubroHubdemandmanagementtools,includingdemandworklists,datafilters,actionflags,and

anactivitylog,allensureeasytrackingofE-SubroHubactivitythroughouttherecoveryprocess.• Wheninformationexchangeisnecessary,manyoftheunproductivephonecallscanbereplacedby

online communication, leaving the phone for more complex negotiation.• FlexibledocumentdeliveryoptionsmakeE-SubroHubaperfectfitforanycarrier.

2.2 When Receiving Subrogation Demands

• Demandsarereceivedelectronically,eliminatingpaperhandlingandtheneedtoscandocumentsinto claim system.

• SimpleUserInterfaceprovidesconsistencywhenreviewingsubrogationdemandsfromcarriertocarrier.



• Lesstimecanbespentonphonewithotherinsurancecarriers,freeingupmoretimeforbest-in-classcustomer service.

E-Subro Hub Demand Detail Tab

3.0 An Effective Recovery Tool That Addresses the Various Recovery Scenarios That Play Out Every Day

E-SubroHuballowscarrierstomanagetheirsubrogationworkflowsandmaintaincontroloftheirprocesses,productivity,cycletimes,andsubrogation-relatedexpenses.

3.1 Notification (Demand Delivery)

• E-SubroHubMemberNetworkcarriershavedemandroutingrulesinplaceforinbounddemands,eliminatingtheneedtoobtaincontactinformationfortheadverseadjuster.

• E-SubroHubdynamicallyupdatescontactinformationforthedemand-issuingandrespondingcarrier the moment an individual is assigned or takes ownership of a demand.



3.2 Quick Settlement

• Anestimated60%ormoreofallsubrogationdemandsareuncontestedandsettledwithouttheneedfornegotiation.E-SubroHub’sWeb-baseddemandanddocumentdelivery,coupledwithbuilt-inrouting rules, result in reduced cycle time for undisputed demands.

3.3 Negotiation

• Whennegotiationisnecessary,E-SubroHub’sflexibledesignletsyounegotiateelectronically,byphone, or both.

• Increaseproductivitybysignificantlyreducingunproductivephonetime,allowingadjusterstoworkdemands where attention is needed.

• E-SubroHubprovidesreal-timedemandstatusupdates,aswellasactionflagsthatletyouknowwhen demands require attention.

• Demandscanbeworkedatanytime,asE-SubroHubisavailable24/7.

3.4 Arbitration

• E-SubroHubmakesthesettlementprocessquickandefficientand,ontheoccasionswhennegotiationsareunsuccessful,anE-SubroHubdemandcanbemovedtoarbitrationwiththeclickofabutton.Relevantfileinformation,includingsupportingdocumentation,iselectronicallytransferredtothearbitrationfile,eliminatingtheneedtomailinformationtoAFortheadverseparty.



4.0 Managing Work in the E-Subro Hub

CaseloadsofanysizecanbeeffectivelymanagedwithE-SubroHubthroughacombinationofDemandWorkListsanddata-sortingfeatures.

4.1 E-Subro Hub Demand Work List

• ADemandWorkListallowsE-SubroHubuserstofocusondemandsthatneedimmediateattention.• Real-timestatusupdatesandActionFlagsmakeiteasytoprioritizework.• Contactinformationisdynamicallyupdatedthemomentanindividualtakesownershipofademand.

Sample Demand Work List

4.2 Activity Tracking and Reporting

• Alldemandfileactivityissavedtoafileactivitylogthatrecordsandtimestampseachactionthattakes place in the system.

• E-SubroHuboffersWeb-basedreportsthatletE-SubroHubNetworkMemberstakecontroloftheirintercompany subrogation results.



• Aneasy-to-usesortingfeatureletsmembersviewsubrogationdemanddatainamultitudeofways.You’reabletotrackbothissuedandreceiveddemandresultsbyopposingcarrier,cycletime,claimvalue, current status, demands needing attention, and more.

InadditiontoitsstraightforwardUserInterface,E-SubroHuboffersflexiblebusinessrulesandsystemconfigurationoptions,whichmakeitadaptabletovariedworkflowswithinacompany.

5.0 Document Management

Documentmanagementtodayfrequentlyrequiresthatdocumentsbeconvertedfromformattoformatoverandoverassubrogationclaimsmovetoandfromcarriers.FlexibledocumentdeliveryoptionsmeanallE-SubroHubdemandsarepaperlessforanyinsurancecompany,regardlessofitscurrentlevelsof automation.

E-SubroHuboffersthreeavailablemethodstouploadelectronicorpaperdocumentstothesystem:

• AFClient• DirectUpload• Fax

5.1 AFClient

AFClientisauser-friendlydesktopsoftwaresolution(localprinter)thatallowsinsurancecompaniesthathad previously been limited to mailing printed documents housed in their corporate imaging systems to submitdocumentstotheE-SubroHubelectronically.

AFClientincludesa“virtualprinter”thatallowsprintingfromanydesktopapplication(e.g.,CorporateImagingApplication,MicrosoftWord,InternetExplorer,etc.)totheAFClientprinter.Indoingso,AFClientwillconvertdocumentstoaPDFandautomaticallyuploadthemtotheassociatedE-SubroHubsubrogationclaim.

Inaddition,AFClientalsooffersascanningapplicationthatallowsausertoscanpaperdocumentsfromanyTWAIN-compliantscannerintotheappropriateE-SubroHubsubrogationclaim.



AF Client Document Printing Interface

5.2 Direct Upload

TheDirectUploadfeatureisdesignedforsubmittingevidencethatalreadyexistsinanelectronicformattoE-SubroHub.Almostanyelectronicdocument(accessibleonalocalmachineoronaninternalnetwork)canbesubmitted.

Uponreceivingthedocuments,E-SubroHubautomaticallyconvertsthemintoaPDFdocumentthatisthen associated with the appropriate subrogation claim.



E-Subro Hub Direct Evidence Upload Option

5.3 Fax to E-Subro Hub

E-SubroHubalsomakesitpossibletofaxpaperorelectronicdocumentsforinclusioninasubrogationclaim using a unique bar code feature that associates faxed evidence directly with the appropriate subrogationclaim.Asintheprevioussubmissionmethods,faxeddocumentsareconvertedtoaPDFformat.

6.0 AF’s Industry Commitment to “Going Green”E-SubroHubistheperfectcomplementforanyinsurancecompanythatmakestheenvironmentapriority.Furtheryourcompany’scommitmenttoreducingenvironmentalimpactsbymovingtheentireclaimrecoveryprocesstoasingleWeb-basedapplicationthatwillsubstantiallyreducepaper,ink,andenergy consumption.

7.0 AF’s Commitment to the Insurance Industry’s FutureE-SubroHubispositionedtoevolveastheinsuranceindustry’srecoveryneedsevolve.AFisfullycommittedtoworkingcloselywithE-SubroHubNetworkMemberstoensureE-SubroHuboffersbest-in-classrecoveryservice.



Someoftheanticipatedfuturesystemenhancementsinclude• Off-NetworkDemandDelivery• DataIntegration• ElectronicPayment

8.0 Data IntegrityE-SubroHubtransmitsalldatain128-bitencryption(SSL).

E-SubroHubrequiressystemuserauthenticationpriortothetransmissionofanymemberdata.

9.0 E-Subro Hub Benefits SummaryE-SubroHubisasignificantimprovementovermoreconventionalcompany-to-companysubrogationprocesses,offeringnumerousbenefits: Back office cost reductions:

• Subrogation-relatedmailingand/orfaxingexpensesareeliminated.• Subrogation-relatedcopyingandprintingcostsareeliminated.• Inboundsubrogationdemandcostssuchasscanningandmaildeliveryareeliminated.

Productivity Gains:

• Noneedtoidentifyotherinsurancecarrier’sfile-owningadjuster.• Cycletimessignificantlyreduced.• TimespentattemptingtoreachadversecarrierreducedthroughOnlineNegotiation/Information

Request feature.• Whennecessary,movesubrogationdemandsintoarbitrationwithaclickofabutton.

10.0 Getting Started is EasyAF’sE-SubroHubteamiscommittedtoworkingcloselywithmembercompaniesthatwouldliketomakeE-SubroHubapartoftheirrecoveryprocess.FromreviewingcurrentworkflowsanddesigningaworkflowforE-SubroHubtoconfiguringthesystemandtrainingtheemployeeswhowilluseit,AFwillbe there at each step along the way.

SystemRequirements:

InternetExplorer6.0(orhigher)



WhentheAFClientprintingandscanningsolutionisthechosenmethodforuploadingdocumentstoE-SubroHubthefollowingisrequired:

• MicrosoftWindows/2000SP4(orhigher)• MicrosoftWindows/XP• MicrosoftWindows/Vista



About Arbitration Forums, Inc.Foundedbytheinsuranceindustryin1943,AFisamembership-driven,not-for-profitorganizationthatexiststoeffectivelyandefficientlyserveitsover4,400members’recoveryandresolutionneeds.AFisthenation’slargestarbitrationandsubrogationservicesprovider,throughwhichitsmembersfilenearly500,000disputesworthnearly$2.3billioninclaimseachyear.

AFisamembership-focusedorganizationdedicatedtoprovidingitsmembershipbest-in-classserviceandensuringtheyareatthecenterofeverythingAFdoes.AFembracesthismember-centricmindsetbyimplementing member feedback at all points of service.

ThemembershipisthekeydriverofAF’sfuturedirection.Throughtheircontinuedsupport,AFwillbuild on current successes and ensure its services continue to provide effective dispute resolution alternatives.

e-subro hub - arbfile.org · 2.0 subrogation with e-subro hub ... intercompany subrogation results....

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