Litigation Management - Series 3
Modernizing versus Disruption
Is Digital Transformation of Litigated Claims Handling Modernizing or Disrupting? Why is this question important?
At ClaimDeck, we believe there are well-skilled and intentioned participants on both the claims and legal sides of the litigated claims handling process. However, they are struggling in a tech desert with an overabundance of unstructured data they are required to sort through and use to make timely, informed, and correct decisions. With this being the case, what is needed is the modernization that tech and data collection and insights can bring without the disruption that had often happened in other markets when technology arrived.
It reflects the fundamental approach and attitude that we bring to the effort to improve. Are we embracing the opportunity for improvement, or are we looking to undercut it from the beginning? Are we looking to improve what can be improved, enhance, and discard what needs to be discarded, or are we looking to change just to change?
"Let's not let unwarranted fear stop needed progress, and let's be aware of the fear that can take hold without effective change management."
Modernizing implies that we are taking existing processes and improving them. Disruption suggests that we are taking existing processes and blowing them up. It is not necessary to blow up the process for handling litigated claims. The solution is tech-enabling the current process.
What are some of these tech-enabling opportunities?
Organize the information in a standardized format across all claims.
Have the correct data be provided & enhance the quality of the information provided.
Facilitate the use of workflows and checklists that ensure consistency and thoroughness. (maybe get to where you CAN hire the law firm and not just the lawyer)
Empower all to have transparency and access to have awareness and the ability to participate in a fully enabled way with decision-making.
Bring past experiences and insights to the new decision-making point to inform.
You say you will digitize, modernize, and maybe even disrupt my work environment. How can that not cause me stress and concern leading to resistance?
Make the technology digitizing and modernizing user-friendly. Make it intuitive to use.
Make it customized to the process but not so customized that it is over complicated.
Make it like the tech I carry in my pocket for ease of use, but like what is in the head of an experienced claims professional or attorney regarding the content.
This ease of use differs from any tech previously available in the litigated claims handling space for claims or legal professionals. This is why, at ClaimDeck - we put in the hours.
The experienced leader knows that opportunity arises from an industry undergoing a “disruption”
When pursuing this opportunity, a leader does not want THEIR organization to be “disrupted.” The effort to stay abreast or ahead of the competition must cause the least stress possible to the organization and the people.
Achieving this balance between change and anxiety is challenging when bringing “digital transformation” to claims handling.
How can the needed balance be achieved?
Go to the core process(es) and improve them with technology designed specifically for those core processes.
Don’t go down multiple technology paths at the same time. Can there be a simple solution that equips you for improvement on various fronts?
Enterprise operating systems may not be the answer–they are too complicated, expensive, and hard to implement. They are also consistently over budget with blown delivery dates. So instead, start with usable, simple, easy to implement, and data-rich tech.
