Technology Drives MetLife's New Group Disability Claims Administration Innovation
With that in mind, MetLife has unveiled its newest innovation, Disability Process Automation (DPA). The DPA application helps to strengthen claims administration procedures and drive superior service for claimants and group customers.
"MetLife has been developing and testing DPA over the past three years, and we are excited to begin using it in our daily operations" says Michael Fradkin, vice president, MetLife Disability Products. "The new, proprietary application was created as a result of our continual efforts to leverage technology to enhance our operations, so employers and their employees consistently receive best-in-class service. With DPA, that world class quality occurs because claims professionals can spend more time handling claims rather than determining workflow. DPA helps automate the latter."
A Web-based proprietary application (MetLife is seeking a patent), DPA automates the prioritization and distribution of claims professionals' work -- one of the keys for a successful disability claims operations. DPA helps claimants receive faster claims decisions, reducing unnecessary stresses at a time when they may feel most vulnerable. Additionally it's all transparent to the disability claimant and the employer/group customer.
"With DPA, the most critical claim work gets priority," Fradkin explains. "The system also identifies the appropriate claims professional to handle the next step on a claim." By reducing the number of manual steps, he adds, the new MetLife system helps ensure that claims decisions are timely.
In addition, the streamlined DPA process:
-- Ensures that claims are processed in a timely manner even when a specific claims professional is out of the office or otherwise not available (the claim is immediately routed to other appropriate personnel).
-- Ensures that when additional information required to make a claim decision is received (such as medical information a physician has just sent it), it gets the right priority -- helping to expedite the benefits decision and eliminating potential payment delays or service issues.
According to Fradkin, DPA is not an "off the shelf application." "DPA was designed with key input from MetLife professionals with frontline experience in managing disability claims and ensuring customer satisfaction," Fradkin says.
"DPA can help the claims expert recognize when an important piece of information comes in, and it moves right to the front of the line. The key is making certain that the right decision is made at the right time."
Fradkin adds, "By developing DPA, we made a strong financial commitment to leveraging technology to provide us with a better way to provide superior service to our group customers and their employees."
Looking ahead, Fradkin says MetLife anticipates that DPA will evolve and gain even more functionality. For example, DPA could eventually include increased customization based on different group customers' needs.
"MetLife takes great pride in our customer-centric focus in both our corporate culture and business operations. Although DPA will be transparently implemented, what will be readily apparent are the increases to customer satisfaction metrics -- the true measure of the success," says Fradkin.
For more information on DPA and how it streamlines the claims administration procedure for your clients' employees, visit whymetlife.com/broker/dpa.
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May 16, 2007
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