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2020 Innovation Awards: Sedgwick Global Intake Solutions

2020 Innovation Awards: Sedgwick Global Intake Solutions

Sedgwick Claims Management Services Inc.

Nearly two years ago, Sedgwick Claims Management Services Inc. realized the needs of its global clients had come together in a perfect storm.

Clients with global operations wanted three things: a consistent claim experience no matter their location or type of claim; a multilingual claims reporting capability; and integration of artificial intelligence into complex claims. 

Leah Cooper, Nashville, Tennessee-based managing director of global consumer technology at Sedgwick, said this confluence of needs led to “a great opportunity to build a platform that was going to make our work internally more efficient and scalable but also provide our clients with a great, easy and seamless experience for all of their employees around the world.”

Launched in 2019 and winner of a 2020 Business Insurance Innovation Award, the Sedgwick Global Intake Solutions claims processing platform allows employers, insurers and call centers to initiate claims in real time. It’s used by 500 clients across many industries and has been deployed in six different languages.

Allowing clients to send claims digitally so that Sedgwick can logically disseminate the data to whichever parties need to receive it has given the firm greater flexibility in how claims are processed worldwide.

But that’s not all. “Our introduction of a decision engine on the back end of global intake is allowing us to have a real impact on making these types of decisions that could greatly speed up the life cycle of a claim,” Ms. Cooper said.

With global intake, Sedgwick can set an unlimited number of rules and conditions tailored to the client “by which we may need to route the claim differently, throw flags from a predictive modeling standpoint differently or even look at the possibility of some simple resolution of claims without a human even looking at them,” she said.

The platform also enables Sedgwick to branch out into ancillary services in new business areas. For example, a warranty type program is being introduced in the United Kingdom next year in which the system can validate the types of claimants, purchase of goods, pricing at the time of purchase, and suitability for an automated fulfillment of that warranty, Ms. Cooper said. All this information is sent to a downstream fulfillment center, streamlining what was once a very manual process. As a result, the time taken to make a decision goes from several days to less than a minute.

“It’s not revolutionary in its concept but being able to apply technology in new ways to an age-old process is what innovation is all about,” Ms. Cooper said.

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