- Early intervention gets results
- Advanced technology drives speed
- Accountability and results
- Specialized resources work best
The experience and resources of Travelers adds value for every policyholder that has a claim. By paying only what we owe, we hold down costs. That simple philosophy equates to lower premiums for our customers.
Claim Services' allegiance to that philosophy is evident in Travelers' National Recovery Centers. To make certain we don't miss any opportunity to recover claim payments rightly owed us by others, we dedicate specialized attention to claim subrogation early in the life of a claim. Travelers operates three national subrogation centers, where subrogation experts employ a combination of high tech tools and specialized teamwork to identify and secure recoveries. Our staff, technology, and process have evolved to make sure we pursue all recovery opportunities with a plaintiff philosophy.
For high severity, complex claims, Travelers also has a specialized Subrogation Major Case Unit (MCU) dedicated to managing these cases. The MCU is composed of the industry's most experienced and skilled claim professionals with access to national networks of special investigators, engineers, and legal experts to assist in achieving optimal subrogation results. With an average of 20 years of experience, our team is dedicated by line of business and strategically located throughout the country, where we know and understand local conditions and regulations.
Early intervention gets results
The focus is on early identification of claims with recovery potential. By gathering facts and developing a plaintiff strategy early in the life of a claim, we obtain better results for customers. To support early recovery, claims are automatically filtered and routed to one of three recovery centers at the time they are reported. Once in the hands of an experienced recovery recognition coordinator they are evaluated for recovery potential. This is the first step in identifying opportunities - early intervention to achieve recovery success. The value of recovering money for our loss sensitive customers often goes right to their bottom line. For personal lines customers it often means recovering their deductible. Either way, it adds value to our policyholders.
Advanced technology drives speed
Our recovery recognition coordinators combine state-of-the-art proprietary data mining technology with sophisticated techniques to quickly identify potential subrogation claims from among thousands. The recovery coordinator then electronically refers claims with potential for recovery to an investigations specialist for pursuit. This proactive approach allows subrogation staff to begin their efforts during the early stages of the claim, rather than at the end, after a claim has been settled and evidence is no longer available. For claims with clear liability and no recovery issues, an X-press specialist is assigned to make a fast and cost efficient recovery. Experience has shown that speed is the difference between success and failure in the claim recovery business.
Accountability and results
Because recovery methods differ by line of business (workers' compensation, property, and auto), our centers are organized to focus the right people on the right types of cases. Where else can you find a resourceful team of subrogation adjusters, claim adjusters, special investigators, loss prevention & engineering staff, and legal resources coordinating efforts to achieve the best possible outcome?
Add Travelers' nationally certified forensic laboratory and you have a recipe for recovery success. This unique coordination of resources means faster recognition and greater success of recovery.
Specialized resources work best
Once recovery potential is identified, a subrogation investigator works in partnership with the claim service centers. Legal "rights of recovery" are identified, and facts regarding the loss are gathered to support recovery. In fire claims or claims involving potentially defective products, claim teams up with loss prevention and engineering staff and the company's forensic lab in Windsor, CT, to help determine the cause of the loss and to identify defects. The close partnership of claim and loss prevention is producing significant results. Subrogation investigators also call on their partners in the Special Investigations Unit (SIU) for technical support and guidance regarding cause and origin investigations. With fire losses, for example, SIU's in-depth ability to ferret out facts can be paramount to a successful subrogation case.
Once the investigation is complete, evidence is turned over to a claim resolution specialist. He or she conducts a final evaluation of the claim and pursues a settlement that reflects the facts and strength of our evidence. In order to achieve the desired recovery, this individual may negotiate, arbitrate, or litigate the claim.
Again, teamwork is making a difference. The subrogation national recovery centers work closely with staff counsel throughout the country to eliminate unnecessary expenses and support its' goals in pursuing all those responsible for our insureds' losses.
Subrogation's national recovery centers, working together with our claim service centers, the Special Investigations Unit, legal experts, and the loss prevention team form a strong partnership for producing superior recovery results.
