Milliman’s claims consulting experts bring decades of hands-on claims administration and claims handling experience to evaluating our clients’ claims operations from the ground up. Our service combines technical assessments of claims with broader management concerns. We generate recommendations that address the entire scope of our client’s policies and practices.
We provide comprehensive assessments of claims operations
We address specific client needs, including:
- detailed inspection of relevant claims files
- interviews with staff to understand ground-level perspectives
- evaluation of training and supervision procedures
- review of staffing levels, workloads, hiring, and compensation policies
- latent claim estimates, such as pollution, asbestos, and construction defect
Our investigations dig deeply into claims operations to uncover specific opportunities for improvement, so that companies can establish timely and appropriate case reserves and dispositions of their claims. Our extensive experience in the insurance industry enables us to develop quantitative and qualitative claim assessments—our clients gain a clear understanding of the steps necessary to control their losses and expenses.
Milliman clients include primary and excess insurers, reinsurance companies, self-insured companies and others in the alternative market.
Difficult transitions and high-pressure situations
We provide specialized services during mergers and acquisitions and help clients to integrate claims procedures and workforces during the postmerger phase. For clients facing extensive litigation, we offer expert testimony on claims operations and industry best practices, particularly to avoid bad-faith claims.
Client example: correcting adverse development
One property and casualty insurer came to Milliman to gain an understanding of the factors causing the adverse development it had noted in its claims. We determined that a new management team lacked claim management skills and had made a number of inappropriate procedural changes. Our consultants provided a number of recommendations, which the company adopted, resulting in changes in the management and a return to accepted industry case reserving practices. Two follow-up evaluations confirmed that the company’s case reserves had returned to the same relative levels experienced historically.