Farmers Insurance's claims organization has deployed Oracle's Siebel Claims Version 8.0 for the Los Angeles-based carrier's workers' compensation business. The implementation will serve as the pilot for Farmers' enterprise-wide, multi-line redesign of its current claims system to a new Siebel Claims-based solution, scheduled for deployment in late 2010, according to an Oracle source.
Internally branded as the National Workers' Compensation System (NWCS), the Oracle Siebel solution will replace what the Oracle source describes as an aging legacy system. The vendor asserts that the new system will drive better customer service and greater customer satisfaction, improved productivity and operational efficiencies and reduced total cost of ownership. The solution will help Farmers to rapidly identify and resolve severe claims, reducing loss costs and adjustment expenses, Oracle says. It will also drive a move at Farmers from paper-based files to straight-through claims processing, featuring electronic bill review and online file storage, according to the vendor.
"The National Workers' Compensation System (NWCS) and the Multi-line Property and Casualty (P&C) Claims Redesign initiatives are cornerstones of Farmers' claims roadmap," says Shohreh Abedi, vice president of claims applications, Farmers Insurance Group. "Enhanced, more personalized customer experience, greater employee productivity and new levels of process excellence are key business drivers to better serve our customers and leapfrog our competition in today's dynamic market."
Dirk Bumann, director of Farmers Workers' Compensation Claims comments, "Our new National Workers' Compensation Claims System (NWCS) will be instrumental in improving the efficiencies of our employees, enhancing the experience of our customers and elevating our claims handling to new levels."
Farmers also plans to implement Oracle Business Intelligence Suite Enterprise Edition and Oracle Business Intelligence Applications as the second phase of its Workers' Compensation implementation to improve insight into the effectiveness and efficiency of its claims processes, according to the Oracle source.
Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio