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Claims managers divided over the effectiveness of offshoring.
Do you believe the claims industry can benefit from offshoring parts of the claims process?*
No 42% Unsure/Don't know 14% Has your claims-payer been impacted by a shortage of experienced claims staff within the last 18 months?* Yes 62% No 29% Don't know 10% What is your claims-payer doing to deal with staff shortages? Hiring temp staff 12% Recruiting adjuster staff from other payers 11% Increasing adjuster caseloads 20% Increasing college recruiting efforts 5% Enhancing system automation to improve productivity 22% Shifting adjusting tasks to clerical staff 15% Implementing an outsourcing arrangement 7% Other 9% Has your company implemented business process outsourcing initiatives related to the claims process (excluding IT)? Yes, domestic only 41% Yes, domestic and offshore 10% Yes, offshore only 1% No initiatives 33% Don't know 15% How would you rate the quality of current offshore outsourcing initiatives? Better than the original 26% As good as the original 14% Not as good 60% Audience member makeup*: Employer/Risk Manager 46% Insurance Carrier 17% TPA 17% Broker 2% Managed-Care Vendor 6% State Fund/Agency 2% Consultant 6% Other 5% How long have you personally been involved in the workers' comp industry?* Less than 1 year 4% 1-5 years 10% 5-10 years 15% More than 10 years 70% *More than 750 audience members participated. Percentages may not total 100 percent due to rounding. Source: Maddy Bowling and Associates Consulting, National Workers' Compensation and Disability Conference & Expo 2006 February 1, 2007 Copyright 2007© LRP Publications |
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