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Implementing Technology Advancements in Disability Claim Operations

Implementing technology designed to support disability claim decisions comes with both opportunities and risks. If done well, it marries the technology with people and processes. While efficiency gains are desirable, the technology must also effectively interface with claim resources, facilitating empowerment, judgment, and accountability. Above all else, the technology must become a tool that supports the organization’s philosophy and process, not one that drives it.

The Brown & Brown Absence Services Group Consulting team is uniquely positioned to support client carriers and technology partners by maximizing the opportunities new technology brings, while also addressing the risks to ensure they are mitigated or even eliminated. Our in-depth knowledge of industry best practices and proven ability to link business strategy to tactical plans are a powerful addition to any implementation team.

Key components of technology implementation support

Designed to provide support from the decision to purchase the technology through the implementation process, six key components make up the Brown & Brown Absence implementation support offering.


1. Organizational Readiness

Assess the readiness of the claim organization by identifying potential organizational risks and mitigation strategies.


2. Framework for Success

Assist in the development of a technology implementation strategy that includes the following elements:

    • Success Criteria: What are the goals of the technology implementation?
    • Timelines: What is the timing and sequencing of deliverables?
    • Key Deliverables: What are the key milestones?
    • Measurements: How will the success of the implemented technology be measured?
    • Process Documentation: Which existing procedures need updating, and what are the changes?
    • Training: How will new hire training change? What training will incumbents require to be successful?
    • Claimant Experience: To what degree will the new technology impact the claimant experience, and how can this be optimized?
    • Productivity Expectations: What will new caseload volume targets be after implementing the technology?
    • Quality Assurance: How will the quality of decision-making after implementing the new technology be measured?


3. Claim Segmentation Strategy

Develop a claim segmentation strategy that identifies claim characteristics to determine the relative mix of technological and human interventions. This will ensure lower-risk activities/claims are facilitated by technology and higher-risk activities/claims have the appropriate involvement from experienced claim resources.

    • Segment Protocols: Provide support for developing and implementing protocols for each identified segment. The protocols will leverage the technology as appropriate and reflect industry best practices whenever possible.
    • Skills and Knowledge: Identify the skills and knowledge required of each segment and the impact to claim roles. As a result of the implemented technology solution, roles may change. If needed, support the client in developing a skill assessment and role-matching process.


4. Change Management Strategy

Partner with the client to develop and implement a change management strategy that includes the following components:

    • Identify constituents: Who will experience a change after implementing the technology?
    • Develop plans for each constituent: Each plan will include customized communication and engagement strategies.
    • Support execution of the plans: As appropriate, assist with developing communication and engagement materials forums.


5. Post-Implementation

Conduct reviews of a sample of claims managed post-implementation to proactively identify that the desired outcomes are achieved. Identify any gaps or risks with recommended solutions.


6. Leadership

Identify the impact the new technology or processes will have on team leaders. This includes the data they will have or need, such as indicators, outcomes, and activities, to monitor the process and hold their assigned staff accountable to defined objectives.


The Brown & Brown Absence Services Group Consulting team has significant expertise in implementing large-scale change within disability claim operations. From assessing organizational readiness to post-implementation reviews, our expertise ensures a seamless integration that aligns with your organization’s values. By focusing on key components such as success criteria, claim segmentation, change management, and leadership impact, this implementation support offering provides a comprehensive solution for successfully implementing technology in any disability claim operation.

Connect with us to discover how our proven approach can enhance your operational efficiency and decision-making processes, ensuring a successful and transformative journey.