Claims managers divided over the effectiveness of offshoring.
Do you believe the claims industry can benefit from offshoring parts of the claims process?*
Unsure/Don't know 14%
Has your claims-payer been impacted by a shortage of experienced claims staff within the last 18 months?*
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%
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%
Managed-Care Vendor 6%
State Fund/Agency 2%
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
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