AI and humans partnering for the future of claims management.
Brown & Brown Absence Services Group and EXL have partnered to pair EXL’s data, digital capabilities, and cost-efficient talent pool with Brown & Brown’s specialized claims management capabilities, creating a solution that transforms the end-to-end claims management process.
AI and humans partnering for the future of claims management.
Brown & Brown Absence Services Group and EXL have partnered to pair EXL’s data, digital capabilities, and cost-efficient talent pool with Brown & Brown’s specialized claims management capabilities, creating a solution that transforms the end-to-end claims management process.
The partnership approach for more efficient claims management
Brown & Brown’s seasoned claims professionals are experienced at the most complex claims. EXL’s data-led approach to digital transformation is unique in the life insurance industry. Together, our global talent pool augmented by a capability development program seamlessly and effectively manages claims end-to-end and delivers proven outcomes.
Challenges faced by insurers
While claim volumes have come off their pandemic peaks, they remain elevated and are vulnerable to additional shocks. Carriers looking to improve customer experience must contain costs by focusing on productivity improvements, digital transformation, best practices, and deploying experienced talent to manage risk. The future state of the claims operating model leverages experienced global talent as part of an end-to-end solution for managing disability claims. Together, Brown & Brown Absence and EXL are committed to improve key outcomes for carriers.
We understand the key challenges impacting claim outcomes
What is impacting claims outcomes?
Low NPS score
- Shortage of expertise due to resignations and retirement
- Service delivery issues and challenges in managing claims and scale
- Lack of proactive or timely communication related to claim status
- Elongated turnaround time on initial claim decisions
- Multiple customer touchpoints associated with claim intake
Increased admin cost
- Experienced technical claim professionals handling non-value-adding activities such as data entry
- Manual and error prone claims management process in areas such as claims intake
- High not-in-good-order (NIGO) rate due to incomplete or inaccurate documentation
Increased indemnity cost
- High volume of STD claims becoming LTD claims
- Higher than desirable liability acceptance rate (LAR)
- Financial consequences of extended claims duration
- Higher volume of potentially fraudulent claims
We are ready to immediately support your business needs and strategically position ourselves along your claims transformation journey.
Seamless end-to-end claim management
Experienced disability risk resources with more than 80 years experience managing claims at all levels of complexity, with flexibility to address needs at any scale
Sustainably manage claims leveraging a large global experienced claims talent pool
Uniquely positioned to provide disability education and training for physicians, psychiatrists, psychologists, nurses, and claims professionals
Proven outcomes
Committed to improving three key outcomes: customer experience, admin, and indemnity cost
Knowledgeably and effectively manage risk
Over 30 years of experience in the disability insurance space with an extensive network of experienced clinical and vocational resources, leveraging industry best practices and insights
~3 to 5%
Improved NPS
~30 to 40%
Reduced admin cost
~1 to 2%
Reduced indemnity cost
~3 to 5%
Improved NPS
~30 to 40%
Reduced admin cost
~1 to 2%
Reduced indemnity cost
Contact us to learn more about our integrated disability claims management technology & services