Accenture Duck Creek Claims

Achieving high performance in claims

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Driving distinctive claims capabilities
In an era of heightened
competition, claims processing
continues to be a defining
battleground for insurance
company profitability and customer
service. The claims environment
has become increasingly complex,
time-sensitive and data dependent.
New and emerging technologies
enabling greater information
sharing and collaboration have
shattered the barriers to traditional
claims processing making it more
critical than ever for customers,
vendors and claims professionals to
work in concert to process claims
in a seamless fashion.
Meeting todays challenges means
addressing the technology that supports
claims processing. Quite simply, yesterdays
solutions do not fit todays problems
or tomorrows opportunities. Lowest
common denominator business processes
characterized by legacy systems functioning
with limited data are a principal challenge
in achieving high performance in claims.
Dramatic and sustainable results can
only be attained by applying top level
performance to the processing of every
aspect of every claim, every day. To improve
business agility and the ability to respond
rapidly to market change, companies
also need more flexible systemsrapidly
reflecting changes in business conditions,
without the need for extensive and lengthy
modifications. Accenture Duck Creek Claims
makes these capabilities possible, serving
as the engine for a new operating model
that supports the entire claims organization.
It provides a unique configuration toolset
that gives non-programmers unprecedented
power over the application data, screens
and processes.
Accenture is a pioneer of advanced claims Claim Financials, which is a set of
capabilities built on more than a decade components that manages all of the
of experience in working closely with the financial transactions necessary to
industrys most recognized and respected replace existing legacy claims systems.
insurers. Founded on a deep understanding
of the business processes at the heart of Each component is powered by advanced
high performance, we continue to raise configuration provided by a unique set
of consoles that enable dynamic, non-
the bar on claims capabilities and business
value. With the option to choose the programmer creation of:
right model that is tailored to specific
implementation and pricing needs, insurers Workflows and tasks
of all sizes are taking advantage of Forms and correspondence
Accenture Duck Creek software.
Business process rules
Insurers can benefit from Accenture Duck Data fields
Creek Claims either through traditional
Screen layout
licensing agreements, or by subscribing to
our Software-as-a-Service (SaaS) model.
This model provides full Accenture support
and services, typically on a pay per Claim
At a glance
basis, which can lead to substantial Total Accenture Duck Creek Claims:
Cost of Ownership (TCO) improvements.
Supports the full range of
With over 20 patents and about 40 patents Property and Casualty lines of
pending, Accenture Duck Creek Claims
offers highly componentized software that business and claims types.
features a unique set of capabilities for Is employed by the worlds
insurers looking to increase competitive
advantage, including: leading insurers, including one
client reporting 32,000 users.
A First Notice of Loss module which
captures initial loss information, arranges Is a leading claims management
supplier services and initiates straight- software rated strong positive
through processing. This module can be by Gartner and winner of two
implemented as a stand-alone product.
XCelent awards by Celent.
A core claim desktop application, which
can also be implemented as a stand-alone Is licensed in 26 countries.
product, that provides unified end-to-
end access to all information and tools Is used by more than 65,000
needed to process claimsfrom setup to claims professionals worldwide.
final paymentincluding:
Manages more than 40 million
- A claim handler agenda that reflects
claims a year.
the insurers procedures and adoption of
best practices.
- Access to all claims data and advanced
automation and collaboration that
enables key contributors across the
claims process.
- Real time dashboards and configurable
operational reports that support claim
handlers and their supervisors.
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Accenture Duck Creek Claims features
Part of a comprehensive solution, Accenture
Duck Creek Claims provides insurers with
broad functionality and the proven ability
to optimize the claims functiondelivering
significant cost reductions, enhanced
customer service and a strong foundation
for sustained growth.
The claim handlers
desktop
First Notice of Loss
The First Notice of Loss (FNOL) application
employs dynamic dialoguea series of
questions that prompt handlers for required
informationto capture the initial loss data
typically initiated in the insurers call
center. The questions are easily configurable
and can appear based on product, line
of business or any characteristic chosen
by insurer.
Customer service portal
The customer service portal provides
policyholders, agents and brokers with
the ability to set up a new claim, attach
documentation and access information
regarding a claims status. Easily hosted
on the insurers own infrastructure,
the customer service portal is fully
integrated to interact real-time with
Accenture Duck Creek Claims core
systems. As a result, insurers gain all the
expected benefits of a self-service portal:
better service, faster claims handling
and reduced administrative costs.
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Claims agenda
Claims processing is a complex workflow
involving multiple contributors in the
delivery of a completed claim. The claims
agenda capability embeds all tasks,
manually or automatically generated, and
enables quick access to the claim and its
relevant screens.
The central claim folder
The central claim folder is the control
room and central navigation point within
the whole claim context, holding:
Policy information
Insured and claimants
Damages and injury management
Subrogation and recovery
File notes including external documents
such as letters and pictures.
Quick links, context-sensitive menu items
and configurable side portlal help users to
quickly access the information they need to
accelerate processing. In addition, users can
manage all financial transactions necessary
from the central claim folder.
Dashboards and operational
reports
Our dashboards provide real-time views of
claims performance and claims personnel
performance in easy-to-understand visual
formats. These dashboards and reports are
user-configured and support additional drill-
down capability for detailed information
across several Key Performance Indicators
(KPIs). The drill-down functionality enables
supervisors to manage their teams,
helps claim handlers to manage their
caseloads, and supports claims leadership
in monitoring performance and trends
over any period of time, either across the
organization or for specified focus areas.
Configuration
consoles
Accenture Duck Creek Claims is unmatched
in providing leading-edge configurability.
Reconfiguring the solution is easy, which
makes process changes, upgrades and
maintenance less complicated and less
costly. In a market that is constantly
changing, our software provides the
flexibility insurers need to grow and adapt
quickly and confidently.
Configuration consoles provide insurers
with the ability to configure the packaged
software application to meet their
requirements, without any programming
knowledge. The consoles provide business
analysts the unique ability to edit new data
fieldsscreen layout changes and event-
based processing rulesand are totally
independent from the software code.
Data dictionary console
The data dictionary console enables the
creation of custom data fields that extend
our standard database to accommodate
additional information requirements specific
to a companys business environment.
Each major business object (policy, claim,
damages etc.) can receive such an extension.
Screen designer console
The screen designer console gives business
analysts the ability to change the layout
and behaviors of screens, through simple
click and drag operations. Using simple
business rules, screens can be configured to
display specific data fields to help drive new
insurance behaviors aligned to scenarios
such as country or line of business.
Workflow console Mobility
The claims processing workflow is
configured through the creation of task
templates. The templates define task
ownership, timelines and order of priority,
and they link each task to its triggering
events and business rules. This enables the
creation of new workflows that can be made
specific to an office, subsidiary or country.
Advanced
technologies
Accenture Software, our dedicated
software business with approximately
2,400 professionals globally, maintains an
ongoing commitment to new and emerging
technologies by leveraging numerous
Accenture technology and industry
initiatives. Accenture Duck Creek Claims
is developed to leverage these advanced Accenture Duck Creek Claims leverages
technologies, effectively balancing those ongoing advancements in technology to
ready for business application today provide mobile-based applications that help
while preparing for future business needs. to enable better client service and field force
Accenture Software for Insurance provides enablement. These applications serve as the
insurers with leading technology that is basis for full scale deployments for field
tested and proven for the rigors of an adjusters, for example, to provide reports,
insurers business environment. photographs and on-site visit comments.

Rules console Browser-based application Analytics

One of the most advanced and distinctive
features of Accenture Duck Creek Claims
is its ability to change the applications
behavior through configurable rules
and activities.
Each major application event (e.g., new
claim, claim closed, damages changed,
reserve modified) represents an action
point around which rules can be created
to describe additional processing
enabling the ability to create completely
custom behaviors.
Accenture Duck Creek Claims
won Celents XCelent Breadth
of Functionality Award and
XCelent Depth of Service
Award in their Claims System
Vendors: North American P/C
Insurance 2013 report.
Accenture Duck Creek Claims is a browser-
based application that does not require
installation of local components to run.
Simply connect to the insurers intranetno
workstation installation or upgrade required.
Architecture
The architecture component incorporates
Microsofts .NET framework technology
giving insurers the flexibility to scale
environments to support thousands of
claims adjusters. Certified on Microsoft SQL
Server Database, our high end performance
testing benchmarks support proven
performance for up to 17,000 users and over
6,000,000 claims.
Analytics has become the next frontier in
claims processingsupporting a range of
new capabilities from stemming customer
attrition to combating fraud and predictive
loss reserving. Accenture Software has
teamed with SAS software to develop a
standardized, event-based fraud analytics
application to drive greater system
performance and value.
Collaboration
Another distinctive feature of Accenture
Duck Creek Claims is the inclusion of the
latest collaboration tools and devices,
enabling accelerated, higher-quality
claims processing.

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The Accenture Duck Creek Suite

Our Property and Casualty (P&C) software

suite offers modern, functionally rich
applications to help insurers of all sizes
achieve high performance.

Accenture Software is committed to offering

insurers a full suite of P&C software with
independent but interoperable modules
that cover all core insurance functions. The
software is designed to address insurers
business requirements while helping reduce
implementation time and risk. Clients
will also benefit from continual access
to Accentures ongoing R&D investments
into advanced technologies, and can
rely on our commitment to providing
standard upgradable software, backed
by valuable and cost-effective software
maintenance services. It is an industry-
leading suite of software with one of the
most comprehensive suites of processing
capabilities for the P&C insurance
market from product configuration and
definition to policy management, including
underwriting, billing, rating, ISO-based
products support and claims management.

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Driving business value

Insurers that achieve high performance
have recognized that claims represent a
significant opportunity for cost reduction,
as well as service improvement, sustainable
growth and profitability. A comprehensive
approach to claims optimization results in a
claims function characterized by:
Premier customer service.
A data-driven claims life cycle.
Lower settlement costs and an
improvement in claims outcomes.
A lower unit cost per claim.
Reduced IT costs.
Reinvention of the role of the
claims professional.
The creation and fostering of an
outcomes-focused culture.
Greater control by the business over
processes and content through user
configuration consoles.
Increased speed to market for new
products and geographies.
Accenture Duck Creek Claims raises
the performance of claims handlers
through configurable, highly refined
business rules and automated handling
all of which support the variations
inherent in the global insurance
industry, without adding complexity.
Leveraging our knowledge of high
performance processes, Accenture Duck
Creek Claims facilitates highly consistent
claims execution practices while providing
real-time access to claim status. As a result,
claims organizations can reduce costs
from claims losses, lower loss adjustment
expenses, improve products and enhance
customer service.
Its not just a good claims system,
its also a business system that
analyses everything we do. Its
made us look internally at our
workflows and given us the ability
to report better, aligning different
trending analyses of data, which
helps the business units become
more competitive. Thats a huge
advantage of the system. Whats
more, were under budget and on
schedule, and I dont think wed be
there without Accenture.
Paul Tuhy,
Executive Vice President and
Global Head of Claims,
XL Insurance

Why Accenture Duck Creek Claims?

Accenture is a pioneer of advanced claims
capabilities. Accenture Duck Creek Claims
integrates Accentures experience of more
than 30 years in the insurance industry
into its applications and embeds industry
best practicesdefining the current state of
claims excellence.
Only Accenture offers end-to-end solutions
that combine industry-leading software
and services. Insurers that select Accenture
Duck Creek Claims gain an offering that is
suitable for insurers of all sizes, with pricing
and implementation options tailored to the
model they choose. Insurers also gain:
Access to the industry-leading Accenture
Duck Creek Suite, a comprehensive
and configurable solution for the P&C
insurance market from product
configuration and definition to policy
management and underwriting, billing,
rating, ISO-based products support and
claims management.
World-class claims software inspired by Accenture Duck Creek Claims is the right
extensive client experiences solving real solution for insurers looking to achieve
business challenges. high performance. To find out how your
organization could benefit from Accentures
A commitment to innovation founded
comprehensive approach to claims
upon Accentures High Performance
transformation, visit www.accenture.com/
Business research program and our
claimssoftware.
network of Technology Labs and
Innovation Centers.
Allstate has reinvented the claim
Accentures deep experience of the handling process to enhance the
insurance business backed by 10,000
insurance practitioners with extensive customer experience. We have
knowledge of insurance processes, realized an estimated 30 percent
systems integration, optimized sourcing reduction in the average time to
and IT.
inspect, resolve and settle a claim.
A vast global delivery network comprising
Michael J. Roche,
100,000 professionals in some 50
countries and a proven set of proprietary Senior Vice President of Claims,
tools and methodologies. Allstate
A comprehensive solution with the proven
ability to optimize the claims function
delivering significant cost reductions,
enhanced customer service, and a stronger
foundation for sustained growth.

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Accenture Duck Creek
Accenture Duck Creek is part of a
portfolio of software businesses that
combine deep technology acumen with
industry knowledge to develop market
leading software products.
Our insurance experience includes:
More than 100 insurers in 25 countries
are using Accenture Duck Creek for
insurance.
More than 65,000 claims handlers
worldwide are using Accenture Duck
Creek Claims to process approximately 40
million insurance claims each year.
More than 10 million policies worldwide
are managed through Accenture
Duck Creek.
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High Performance Delivered
are trademarks of Accenture.
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