Stagecoach Group plc, a leading international bus, coach and rail operator, wanted an easier and more straightforward way to assess motor incidents for it’s extensive network of transportation vehicles.
UK-based company, Stagecoach Group, wanted to implement a single data-collection process that would deliver efficiencies, allow for easier maintenance of claims against provisions, and facilitate the development of accident-reduction strategies.
Specifically, Stagecoach needed a system that could:
Stagecoach uses an in-house team, PSV Claims Bureau, to manage claims. The key goals of this in-house team are to accurately report on claims, deal with those claims within projected costs, and assist in reducing blameworthy incidents.
Although PSV Claims also manages casualty and property claims, Stagecoach’s main risk area is motor claims.
For these claims, Stagecoach’s ideal process is to record their motor claims, below the deductible, as well as initiate payments and estimates in one system. Then this claims information needs to be efficiently reported to different stakeholders.
Stagecoach was using an existing RMIS, but it wasn’t providing them with the flexibility and unity of data they needed.
“While the previous system was fine, we knew that we’d have to change it significantly to match our updated incident reporting processes and be easy for everyone to use,” says Malcolm Marwick, Head of Claims at Stagecoach.
Marwick and his team also wanted a more modern-looking system with a flexible and user-friendly reporting tool that could deliver time savings when running reports.
Stagecoach’s search for a new RMIS started with a list of potential systems. A peer recommendation set RiskConsole firmly on that list.
“Associates within the transport industry spoke very highly of RiskConsole,” says Marwick. “We then saw some demonstrations of the system, which showed that it would fit the bill and help us achieve our objectives.”
Having connected with internal stakeholders to gather requirements, Stagecoach selected RiskConsole and the implementation began. Marwick and his team worked directly with the RiskConsole team to set up the system, which involved migrating 20 years of claims records.
With RiskConsole, all of the PSV Claims staff can simultaneously gain a full understanding of the status for each claim.
“We all have access to the details of an incident as soon as they’ve been entered, and can immediately see what we expect to pay out as an estimate, and payments that have been made,” says Marwick. “This makes it easier to keep track of the financials and manage claims within the provisions we’ve set for the year.”
Another immediate benefit of using RiskConsole has been the reduction in the time it takes to produce reports.
“We produce a lot of reports – financial, actuarial, claims bandings and bus operator reports,“ says Marwick. “This used to be a manual job that I can now do with one click of a button.”
The time savings also enables the PSV Claims team to spend more time with, or provide more data to, the bus operators and operational teams helping to spot trends and put safeguards in place. These tactics are helping Stagecoach to prevent potential accidents from occurring.
Employee and fleet information is now automatically pulled into RiskConsole, which helps improve data accuracy. Marwick explains, “We used to manually type in the employee’s details. We now avoid this issue by taking a direct feed from our payroll database and vehicle database, so there’s far less potential for typos and errors.”
Within Stagecoach, the PSV Claims team is responsible for allocating individual bus operators’ costs and charges related to their claims. The new reporting tool helps facilitate this task as well.
“The updated database also helps ensure the bus operators are receiving the correct costs and yearly charges for their claims,” says Marwick.
RiskConsole has now been live for a little more than six months. “We’re still bedding in,” adds Marwick, “but, we’re already starting to see benefits and they’ll be more to come.”
Marwick and his team are now looking to build in additional efficiencies by automating processes and setting up the letter template tool. They also want to use the reporting tools to spot ‘claim repeaters’ and identify indicators that usually lead to future claims.
“We have RiskConsole set up in a way that will enable us to analyse the whole claims lifecycle. This will help us to improve the way we deal with claims in the future,” says Marwick.
Implementing a new RMIS for a global enterprise is not without its challenges, yet the right team and system are key elements in bringing forth a strategy that provides real results for the company.
“We’ve had excellent guidance and support, as well as on-site visits from the RiskConsole team,” says Marwick. “They have an understanding of our business, what we’re trying to achieve and what we’re using the system for, which I think helps both ways.”
For those thinking about implementing a new RMIS, Marwick offers a few pieces of advice. “Plan what you want to achieve and know in advance what it is that you’re wanting out of the system so you can achieve this goal,” says Marwick.
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