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Between the Lines: August 2012

Ken Kozek, vice president of claims for Grange Insurance, is among those who answered the question "What technology has had the greatest impact on claims for your company?"

August 29, 2012 Photo

“What technology has had the greatest impact on claims for your company?”


Ken Kozek

“As simple as it sounds, the air card allows us to continuously communicate in real time between systems, estimating software, and e-mail and also allows on-site payments. It has completely changed how we serve our customers.”

-Ken Kozek, Vice President, Claims, Grange Insurance. CLM member since 2012.

Thomas Clark

“The transition to an electronic claim and litigation file management system and enhanced use of video conferencing has allowed us to better leverage a truly decentralized, field-based claims department while promoting work-life balance for our employees.”

-Thomas M. Clark, SVP, General Counsel, Claims, Selective Insurance Company of America. CLM member since 2009.

Scott McAlindin

“Investment in a more integrated desktop for our front-line claims adjusters has enabled seamless delivery to our customers. From CRM to the development of electronic document management and Web-based processing, we’ve created an environment that allows us to place customers at the core of everything we do.”

-Scott McAlindin, Senior Vice President, Claims, MAPFRE Insurance.

Jim Hoey

“Most of our clients are now paperless. The instantaneous transmission of vital information over the Internet or through other media to our clients has allowed for quicker informed evaluations and strategic decisions.”

-Jim Hoey, President, Clausen Miller. CLM member firm since 2009.


The U.S. Olympic Committee went paperless for the first time at the 2012 London games.
Source: U.S. Olympic Committee



The cost to process a typical one-page paper document, versus $.10 for an electronic submission.

Source: Avoka Technologies



The percentage of the workday that claims professionals spend on things that do not impact a claim’s outcome.

Source: Accenture



The year GM Chairman Roger Smith said, “By the turn of this century, we will live in a paperless society.”

Source: Forbes.com



The reduction in average time to inspect, resolve, and settle a claim after Allstate implemented new technology.

Source: Accenture

About The Authors
Bevrlee J. Lips

Bevrlee J. Lips was managing editor of Claims Management magazine (now CLM Magazine) from January 2012 until March 2017.  blips@claimsadvisor.com

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