Claims Analytics Case Study: BI Claims Representation
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1 Claims Analytics Case Study: BI Claims Representation
2 The All-Too-Familiar Trend BI Claims Costs 1
3 The All-Too-Familiar BI Cost Driver BI Claims Legal Representation Rate BI Claims Costs 2
4 3 Analyzing Factors Influencing BI Representation
5 4 Analyzing Factors Influencing BI Representation
6 Analyzing Factors Influencing BI Representation Steps Broad factors investigated Specific factors Methods 1. Profile the problem Demographics Age, gender, etc. Geographic Claim types Regions, Urban/Rural Injury types and severities Claims data analyses 2. Investigate reasons for representation Internal Claims Processes Claims SME interviews Adjuster Behaviour External Lawyer firm Business models Stakeholder interviews Lit Reviews Treatment providers Online legal firm research Claimant Perceptions Claimant Survey ations Focus Groups Needs
7 Initial Findings 1. Claimants are becoming represented earlier in the claims process 2. Increased likelihood of future representation if previously represented 3. Growth in rep rates is higher for minor injury claims 4. No significant demographic differences 6
8 7 So why are claimants going to lawyers?
9 8
10 9
11 Investigating Claimant Rep Drivers Using Survey Data Customer Drivers Perceptions & ations? Decision To Get Represented 10
12 Rep Drivers Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude Each driver category is measured by a set of survey questions 11
13 Rep Drivers Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude E.g. If injured in a crash, I deserve to be compensated for any stress I might have experienced. 12
14 Rep Drivers Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude E.g. ICBC adjusters try to minimize people s injuries. 13
15 Rep Drivers E.g. ICBC can be trusted to compensate people fairly for their injuries. Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude 14
16 Rep Drivers Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude Propensity to Represent 15
17 Rep Drivers Define specific rep drivers based on customer and SME feedback Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Deserving Attitude Propensity to Represent E.g. If injured in a crash, how likely are you to hire a lawyer? 16
18 17 Relative Impact of Customer Drivers on Rep Propensity
19 Breakdown of #1 Driver: Perceived Lawyer Benefits Hiring a lawyer would give me greater sense of control sense of control (1) Hiring a lawyer would make sure I get what I deserve get what I deserve (2) Hiring a lawyer would allow me to concentrate on my recovery concentrate on recovery (3) Hiring a lawyer would get me access to better medical treatment better medical treatment (5) ICBC is more likely to listen to a lawyer than to people like me ICBC more likely to listen (6) If I hire a lawyer, I can get more money from ICBC get more money (9) Numbers in () above represent the correlation ranking out of 52 survey questions with rep propensity. 18
20 Further Insights: Modeling How Rep Drivers Collectively Influence Rep Decisions 19
21 Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Representation Propensity 20
22 Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Representation Propensity 21
23 Perceived Lawyer Benefits Economic Motivation Compensation Treatment Tolerance Of Lawyer Detriments Biased Adjusters Difficult Process Representation Propensity 22
24 Model of Collective Influence of Claimant Rep Drivers on Rep Propensity Propensity to Represent.90 Entitlement Attitude Lawyer Benefits Difficult Process Economic Motivation. Compensation Treatment Bad Adjusters 23
25 Summary of Key Findings 1. Perceived lawyer benefits exert the most powerful influence on rep decision 2. Sense of control is a key lawyer benefit 3. Perceived adjuster behaviours influence rep propensity indirectly 4. Economic motivation influences rep indirectly through sense of entitlement 5. Rep propensity is driven more by attitudes rather than language, ethnicity, or income 24
26 25 Examples of Further Insights
27 26 Perceived Lawyer Benefits: Further Insights from Customer Focus Groups
28 Perceived Lawyer Benefits Convenient (hassle-free) Peace of mind (expert on my side) Higher chance of higher settlement 27
29 Perceived Lawyer Benefits Convenient (hassle-free) Peace of mind (expert on my side) Higher chance of higher settlement It s great not dealing with ICBC directly. 28
30 Perceived Lawyer Benefits Convenient (hassle-free) Peace of mind (expert on my side) Higher chance of higher settlement My lawyer has my best interest at heart. 29
31 Perceived Lawyer Benefits Convenient (hassle-free) Peace of mind (expert on my side) Higher chance of higher settlement A lawyer makes you more aware of how the injury is going to affect you in the long run. 30
32 Perceived Lawyer Benefits Convenient (hassle-free) Peace of mind (expert on my side) Higher chance of higher settlement They want a bigger settlement - they get paid more. 31
33 Additional Insights: External Drivers 1. Claimants social networks, particularly friends and family exert strong influence on rep decisions 2. Some treatment providers and brokers are advising claimants to hire a lawyer 3. Newly emerging, volume-oriented law firm business models enable (if not directly drive) higher rep rates: They are positioned to meet market demands with efficient, customer-centric service and a willingness to represent virtually any BI claim 32
34 The Dynamics of Rep Growth: Integrative Summary of Key Findings Dissemination of rep benefits and ICBC detriments through social networks Negative claims experience Positive rep experience Perceptions of ICBC reinforcing the need for rep Evolving law firm business models meeting increased demand More customers with higher expectations and motivation for rep Increasing demand for representation
35 34
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