More is More
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More.
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SPEAKER: There's been an incident at your company. It's go time. You need the support of a more experienced third party administrator, Constitution State Services, CSS.
Everything we do gives you the advantages of more resources, more confidence, more flexibility. And to keep your business on the cutting edge, you get more data, advanced analytics, and innovation, all backed by more seasoned professionals, putting more focus on delivering a more timely response, which means more potential to reduce loss costs. The benefits of partnering with CSS add up.
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Text, Constitution State Services.
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Contact your broker and ask for more today.
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Workers Compensation Claims, General Liability Claims, Commercial Auto Claims, Property Claims
Constitutionstateservices.com
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Premium Claim Management
Constitution State Services (CSS) is a third-party administrator for workers compensation, general liability, commercial auto and property claims. Our field-tested approach and resources give your company the advantage after an incident to optimize claim outcomes. CSS provides data and advanced analytics to help resolve issues quickly, efficiently and thoughtfully. The benefits of partnering with our dedicated Claim professionals add up.
More Advantage is More
Our field-tested approach and resources position your company to optimize the claim experience after an incident. CSS provides data and advanced analytics to help resolve issues quickly, efficiently and thoughtfully.
More Innovation is More
We blend art and science to manage claims, beginning with highly skilled teams using our proprietary technology and data analytics tools for improved outcomes. It truly is the passion of our people and our spirit of innovation that enable us to deliver during times of uncertainty.
More Flexibility is More
Of course when your company is threatened, managing your costs is one of many concerns. We offer greater flexibility of program structure and pricing transparency to help address those concerns. CSS takes a customer-focused, collaborative approach to resolving claims for the best possible outcome.
More Connected is More
When incidents threaten the well-being of your business, you want a partner that can respond to your needs with a personalized approach and resolution strategy. Our experience and resources enable us to deploy tailored strategies with immediacy and care. We never lose sight of the reason we're here – people helping people. Professionalism and empathy are at the core of our customer service protocols.
More Focus is More
Recovery is what's important. So when your company is faced with a loss, we deliver field-tested solutions at precisely the right moment. The depth of CSS data, analytics and scale enable us to efficiently manage claims – resulting in the best possible outcomes.
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Text, Constitution State Services. Bringing more to the claim experience. Auto trends.
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BILL: So, Dave, you can't pick up the paper today, without seeing something about auto losses. So tell me about what we're doing on the property damage side of these losses to truncate costs.
DAVE: Typically we look at the most efficient way to get the vehicle back on the road sooner. So for your less complex losses, more cosmetic types of nature are damages, we're looking at virtual inspection capabilities. That as you move into more severe types of losses, we've developed relationships with a lot of direct repair facilities across the country. So on non-drivable vehicles we can get the vehicles in and out in a much more efficient fashion.
BILL: And so you've got the tools now to be able for third party to be able to provide us with a visual inspection, just almost immediately after the loss?
DAVE: For those losses that apply, we'll actually send the customer, the claimant, an app that they can download. And it walks them through a virtual tour of the vehicle and the vehicle damages. That they will then upload to us and help us facilitate preparation of an estimate. And actually will, through the use of artificial intelligence, identify a total loss much sooner in the process.
BILL: And then what about from a bodily injury perspective?
DAVE: Think about it as your low severity types of stuff. We refer to as low velocity impact. A lot of those claims today have a tendency to try to gravitate towards more severity. So we're doing a lot on the low velocity impact perspective. At the other end of the spectrum, you have your higher severity claims. And we're typically starting to see those claims, more attorney involvement sooner.
BILL: Well what are we doing about the attorney involvement, and how are we managing that?
DAVE: Number one, just from a behavioral perspective, building rapport, getting our claim professionals engaged with injured parties much earlier in the life of the file, helping people understand how an attorney may or may not benefit you, engaging in proactive conversations.
BILL: So this is the injured third party.
DAVE: Injured third party, claimants that might have a higher propensity to become represented earlier on. We can spot those, which gives us the ability to think creatively about how we might better manage that situation. But there's a lot of different tools we have available, once we identify a claimant that might have a higher propensity.
BILL: What are you doing around attorney behaviors?
DAVE: So we have some pretty cool tools in place, today, that we can actually, by attorney or by firm, we've identified how they may approach us.
BILL: As we do a lot of both personalized auto and commercialized auto, what perspective, do you think that brings to us, from a claim perspective?
DAVE: The amount of claims we move through our machine, on any given year, allows us to have a lot of information. So from an analytics perspective, we leverage the information to understand the types of claims we're seeing. That type of volume allows us to build better relationships, with our direct repair partners, so that our work is prioritized maybe against some of our competitors that have less volume.
BILL: So we talk a lot about the erosion of bodily injury loss costs. What are we doing to manage that?
DAVE: First of all, it starts with the injured claimant offering a lot of transparency into the process, making sure they have a good understanding of how the process is going to go, training our claim professionals. So the investment we actually make in our front line claim is not only the technical training but the tools we give them. And then we look at medical management.
DAVE: Do you use nurses as well in the process?
DAVE: We do.
BILL: To help us understand even more--
DAVE: Heavy reliance on our nurses, and especially as the level of severity increases.
BILL: Historically, we used to think about big losses only being from big trucks.
DAVE: It's not. Historically, it's the big trucks that get a lot of attention. But we see big losses across our book of business.
BILL: What are a few innovative things you see us doing in the claim process, today, that are different?
DAVE: A lot of the innovation we have relates back to the auto physical damage space. Tools like virtual inspection, in enabling a vehicle owner to actually do some of the work on the front end to expedite theclaim on the back end. Historically we've had a direct repair program that's been a little more conservative. But as of late we've moved to probably a less conservative direct repair program, leveraging a lot of the consolidators in the industry. So multi-shop owners. Yeah, we've taken a significant amount of friction out of the process by leveraging these direct repair partners.
BILL: And what about tenure of our staff? How do you-- what's that look like?
DAVE: So we tend to see-- we have a significant tenure across all roles. But we tend to see the folks with more tenure, more experience, aligned with our more severe types of losses.
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BILL: What would be some of the things you'd see and make suggestion to a risk manager?
DAVE: Making sure you have a driving workforce that is qualified to drive the vehicles you have. I think it's distracted driving. So there's more reasons than ever for a driver to be distracted today. Repair of a vehicle. Vehicle technology is certain certainly playing into the cost of repair, whether it's a vehicle that looks a lot more like a private passenger auto or a heavy truck. And the last but not least, if you think about bodily injury. It's a target rich environment for plaintiffs' attorneys. We are empowering our client professionals to actually have a very proactive conversation around the lifecycle of the claim, what to expect during the claim process, and what an attorney may or may not be able to do for you.
BILL: When you think about, from a risk management perspective, what differentiates us from other providers? From an auto perspective? DAVE: Yeah, good question, Bill. So number one is-- I think it's our talent. Certainly differentiates stuff. We have the best people in the industry working your claims. Number two is-- I think it's the investment we make our people. It's all the training, through the capabilities. So think about how we use something like analytics, throughout the life of the claim process. A number four, I think it's about how we invest in the place. So we can manage every component of the claim process, from end to end. So I'd be interested in understanding what you're hearing from some of our larger clients.
BILL: I think what's really important is that, today, it's not only about all the safety programs and loss avoidance programs that you have. It's that when you do have a loss, severity is present. And you know it takes a really good partner to help you manage, through those losses.
DAVE: How about the investment we're making in fraud? We spend a lot of time and a lot of money thinking about how we deter fraud? What are you hearing from our clients?
DAVE: Yeah, we've got one customer that we've been working with, for a while now, that have been really pleased with some of the savings they've seen from our fraud prevention program. So we've done a lot ofwork on that. And I think that they're seeing us really be able to bring value to the organization, to them. Losses that they were paying previously that they know that we're cutting out of the system. So it's been some big savings for them as well.
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Text, Constitution State Services. Bringing more to the claim experience. Bill Malugen.
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BILL MALUGEN: Let's talk about what's going on with CSS. We're making some changes. Talk through where we are and some of the things we're doing.
VINNY ARMENTANO: We were really excited to hear that we were going to make some investments in the CSS capabilities. I think we always served our customers well, but really making those additional investments in flexibility and customization for those customers, that was exciting. And we could bring that message to a wider group of customers.
BILL MALUGEN: Let's talk through some of the technology changes we've been making over the last couple of years.
VINNY ARMENTANO: The technology changes are really exciting. Probably, we've seen more in the last three years than we have in the last 20. So everything from new data and analytics, which includes predictive models, attorney analytics, knowing how different plaintiff attorneys are going to react to different liabilities.
I think third party data with social listenings capabilities as well as our own capabilities and claim [? too. ?] We view losses, different tools for our adjusters to assess losses. And also, remote tools for our customers to independently assist in that loss adjustment process.
BILL MALUGEN: What do you think really differentiates our people from everybody else?
VINNY ARMENTANO: That we've gone out and talked to every single claim professional in the country. I'm really excited about the investment they've made in training and we've supported, as well as just the environment. We're looking at how we can serve our client professionals better and give them the tools they need to do a better job.
BILL MALUGEN: So we've done some work with customers to talk to them about things they thought were important. One of the things that, historically, maybe we weren't as flexible as we needed to be. And not that I'm thinking you've turned into Gumby lately, but--
VINNY ARMENTANO: We are much more flexible. And we real- well, you know it starts with listening. A few years ago, we looked at transforming our capabilities and really trying to be more inventive. And that starts with an outside-in view of the world and it starts with listening to our customers.
BILL MALUGEN: Yeah, and I think historically, maybe we were so married to our model. And that's changed, right?
VINNY ARMENTANO: We used to think that there was one way to get the best, lowest cost. And now we realize customers have a huge impact on managing their losses and how we can work with them to design specific programs that really maximizes both of us together, managing losses.
BILL MALUGEN: You think we got a different model than the average bear?
VINNY ARMENTANO: I do. It's been exciting. It's really energized the place because the new tools and new capabilities really bring us to a place that I think we haven't been before and we don't see in the industry. We needed to do some things to be more flexible and hook up with their systems and their processes, how they view managing claims.
The other thing, quite frankly, was an enabler. And I think the new capabilities we have in our systems really enabled that flexibility. Our ability to connect with different vendors, different third parties, and integrate with our customers. There's a different environment out there. The loss environment is deteriorating and I think the needs of our customers are changing. And they're looking for, now more than ever, a focus on, especially liability loss management.
BILL MALUGEN: You can't pick up any of the trade papers without seeing issues around liability. Big umbrella losses big like general liability products liability losses lot auto losses that's kind of really at the forefront today. We have a big underwriting book. You know, that really is a broad spectrum across loss and it gives us a lot of exposure to different kinds of losses, different geographies. I'm excited about the opportunity to take all of that and bring it forward on the TPA side.
VINNY ARMENTANO: Yeah, we're excited about it too, on the claims side. And we really made some philosophical changes to say, how do we meet the needs of those customers? So it's empowered, maybe by some of the technology, but it's more than that. It's really an excitement about serving those customers' needs, serve in that marketplace, to make sure that that could come alive.
BILL MALUGEN: So one of the things I've been impressed with, as I've gone I've talked to some of the client folk, is how much ownership they take in the customers, helping the customers manage the lost cost.
VINNY ARMENTANO: Absolutely. One of our latest new customers they're so excited about partnering with them, learning how to better serve them. And when we get better results for the customer, they're ecstatic. They can't wait to talk.
BILL MALUGEN: Well, I think I know the customer you're talking about and I mean I know that we've brought some capability to them that they'd never seen before. And it's been substantial savings for them.
VINNY ARMENTANO: Yeah, together, I think we've found better results than either one of us could expect alone.
BILL MALUGEN: You're going to boil it down to a couple of things that customers really ought to be looking at there as they're thinking about it by picking the TPA. What would you say?
VINNY ARMENTANO: I think the two things the customers are looking for, that we're hearing from them, is they're looking for someone to service their program and work with them and also help manage bail.
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Text, Constitution State Services. Bringing More to the Claim Experience
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BILL MALUGEN: So you talked about the Early Severity Predictor.
ERIK ROEN: Yeah.
BILL MALUGEN: Tell me more about why you believe that is so important?
ERIK ROEN: About four years ago-- we've had over 50,000 injured workers be enrolled in that program, which is an amazing stat. And really, what it does is it provides the claim professional with a notification that there is a likelihood that that injured worker could de-compensate into chronic pain in the future. And so through that, when that model triggers, we really provide that claim professional with the appropriate information to put the right treatment pathways in place to help that injured worker get back to work sooner.
BILL MALUGEN: Data and analytics, big topic of conversation. At times, it almost feels overwhelming. I'm in the business dealing with it constantly. How does a risk manager who's got so much on their plate--
ERIK ROEN: Yeah.
BILL MALUGEN: How do they think about this?
ERIK ROEN: Yeah, so I think there's really two aspects of it. One, the science is evolving so quickly, it can be overwhelming. And there's so many different tools and capabilities out on the market or being built. It's figuring out how do you stitch those together. And so it's not so much the science. It's how you bring the science and the art together. And so if I was a risk manager, I'd be really focused a lot around how do we make sure we're leveraging these new capabilities, integrating them into the workflow process to the end user, driving adoption and the right behavior, and measuring the outcomes.
BILL MALUGEN: People know us as really a high quality claim provider but we haven't been as vocal about our ability to service customers or customer centricity from a service perspective, I suppose. And I think that there's a perception that model A is the same model A as it is from one place to the next.
ERIK ROEN: Models aren't all the same, right?
BILL MALUGEN: Right.
ERIK ROEN: And so I think it really kind of comes down to how deep a data set do you have feeding the models, but also the quality of the people building the models and how in tune they are with the claim process and the behavior of a client professional because that can sometimes be really challenging to try to understand how to integrate that model into the workflow process.
BILL MALUGEN: As I think about it, the amount of data really allows us to tune those models, right? So you get a lot of feedback. I mean, you talk about on the ESP model having 50,000 injured employees going through that model.
ERIK ROEN: Yes.
BILL MALUGEN: The ability to learn from each one of those?
ERIK ROEN: Yeah.
BILL MALUGEN: Talk about that a little bit.
ERIK ROEN: Yeah, any model that we build here at Travelers has on average about 1,500 different data elements that actually feed into that model. And each model's trained on no less than a quarter of a million claims. And so we think about before we put a model into production, we think about the accuracy of it. The only way you get there is by having a deep enough set of data and a broad enough set of data to really make sure that what you're building is actually going to be accurate enough that you don't have enough false positives.
BILL MALUGEN: And as you think about the platform, all those models, no differentiation in the model quality or capability bringing across to the TPA customers versus our customers.
ERIK ROEN: Yeah, no. Absolutely. And I think one of the neat things is that there's a level of consistency and quality being applied to every single claim.
BILL MALUGEN: So when you're out and talking with customers, what are they telling you about how they see us differently from this perspective?
ERIK ROEN: So one, I think they're blown away by the size of the organization we have dedicated to claim, both from an analytics and technology perspective. They're really surprised by how long we've been on this journey and how much we've already built out from a data and the infrastructure technology and a models perspective. And it really seems to be resonating with them in terms of how much time we spend on how we want to integrate the models into the workflow process of our own claim professionals or the workflow processes of our carriers. So Bill, what are some of the key things that you want our customers or potential customers to know about us?
BILL MALUGEN: One would be the amount of resources we have dedicated to modeling and predictive analytics. You talked about how many folks are involved-- 150 purely dedicated to claim modeling. You talked about over 600 IT professionals implementing those models into workflow. You talked about over almost three dozen active models. The amount of data we have as an organization, both structured and unstructured, I think that's a real differentiator.
And finally, I think another really big differentiator is our insurance business and what that allows us to do from an investment perspective. I think the underwriting opportunity, the opportunity to reduce loss cost, for us on the insurance side, it really fuels an ability to invest differently than maybe some pure TPAs might have.
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