Pinnacol Assurance, a workers’ compensation mutual insurer in Colorado, has been working to improve the customer experience for internal and external customers.
The insurer now is in the process of rolling out a range of document and content management technologies intended to speed the payment of medical bills and claims, facilitate internal and external customers’ access to documents, reduce the burden of administrative tasks, reduce costs and contain premiums for the company’s 55,000 policy owners/stakeholders.
“In insurance, it’s very document intensive. We probably receive 20,000 faxes per week,” says David Hoffman, Pinnacol Assurance’s AVP of application services. “We also produce 7,000 to 10,000 pieces of correspondence per day, so we have a lot of documents going in and out of the building, and then we probably receive 1,000 pieces of mail per day, if not 2,000.”
And there’s more, including surveillance video generated by the fraud detection department, MRIs, X-rays, and images from CAT scans, and 2,000 inbound medical records per day, which the company needs to process payment and claims, and that the company is required to make available to injured workers. Pinnacol uses Perceptive Content, from Perceptive Software to scan, index, route, store and distribute electronic documents, Hoffman says.
Perceptive Content incorporates Intelligent Character Recognition (ICR) functionality – the automatic recognition of claim numbers, dates of service and other details – for automatic indexing and intelligent routing of the documents to drive workflow, Hoffman says.
