Duck Creek Claims is a comprehensive claims management solution that helps insurers manage the entire claims lifecycle – from first notice of loss to settlement – in a single integrated solution. Whether the claim is a routinely cracked windshield that is straight-through processed or a complex workers’ compensation liability claim, our software provides all of the workflows, reports, integrations, and user experiences needed to increase the efficiency of your claims operations, reduce loss costs, and improve customer satisfaction.
Improve Claims Handling and Reduce Claims Cycle Times
Duck Creek Claims provides pre-built, end-to-end claims workflows that enable high-touch to no-touch claim handling. Implement dynamically-guided workflows, rule-driven automation, personalized user interfaces, and data enrichment to automate processes where needed, and empower claims employees to focus on customer service to deliver desired claims outcomes.
Increase Customer Satisfaction and Retention
Deliver personalized, transparent, and effective communications with policyholders and claimants via their preferred channels. Whether they are looking to engage with you by phone, email, text, mail, web, or mobile app, our APIs enable you to meet them on their terms, maintain empathy, and reassure them during stressful times.
Innovate Faster and Improve Operational Efficiency
With Duck Creek Claims, we provide continuous software updates, so you can always be on the latest technology and ready to pursue any business opportunity. Take advantage of new features as soon as they’re available, leverage our low-code configuration tools, deploy changes rapidly, and focus on accelerating innovation. Learn how modern core systems are supporting rapid innovation across the policy lifecycle in this practical guide.
A Trusted and Reliable SaaS Claims System
Countries where OnDemand Claims originated in 2019
Claims processed via Duck Creek OnDemand
Number of days to make an assignment or other claims workflow rule change
Claims per day that our software has scaled to during a CAT event
End to End Claims Lifecycle
First Notice of Loss (FNOL)
Make a great first impression with a dynamic question list and workflows that prompt claims handlers to collect all required information quickly and easily.
Dynamic Q&A supports customized scripts for varying circumstances, with the ability to streamline entry for high-volume processing (i.e. CAT events)
Optimized to take advantage of external data sources to speed capture of intake data
Deploy predictive models or rules-based decisioning to support low- or no-touch claims processing
Straight-through processing rules support low-touch and true no-touch claims processing
Omni-channel support to intake IoT or device-initiated losses via open and flexible APIs
Automated assignment allows identification of all appropriate resources at the beginning of a claim to provide customers focused attention and create efficient and effective handling.
Improved outcomes by assigning claims with rules-based automation and predictive modeling that evaluates adjusters’ skill, workload, and availability, along with claim factors
Intelligent use of available data can further reduce the time to set up and adjudicate a claim and drive appropriate workflow
Assignment of "secondary" roles such as salvage, SIU, and subrogation
Configurable assignment by line or by claim, enabling full file or split assignment
Employ appropriate assignment approaches for special circumstances (e.g. CAT, large accounts, aggregate, products liability, etc.)
Drive effective coverage verification and usage of limits/deductible data within the claims process.
Real-time retrieval of structured policy and coverage data, including a complete coverage list plus limits and deductible information
Accurately determine impacted coverages and reserve settings through integration with policy system and full suite
Coverage information can be utilized to drive sophisticated, automated claims processes throughout the lifecycle of a claim
Policy snapshots attached to claims allowing review of full policy information, at the time of loss, within the file
Optimize adjuster workflows with task alerts, document management, and claim status tracking.
Claim type and cause of loss can drive the workflow of the claim
Tasking approach supports role-based assignment of responsibilities for quicker resolution
Collaborative file notes provide the ability to bring multiple resources into the conversation
Fraud and recovery flagging
Increase claims handling accuracy as impacts are assessed, suppliers are appointed, vendor information is received, and invoices are reviewed.
User experience optimized to allow adjusters to quickly come up to speed on a claim and understand the best next action
Intelligently alert users when specific situations arise, providing quick access for required manual interventions
Collaborative file notes to expedite discussions with management, team members, recovery, nurse case managers, and other necessary resources
Ability to view the negligence rule for the state of jurisdiction and capture results of the liability evaluation
FNOL total loss evaluator
Efficiently close claims and deliver payments via the customer’s preferred method.
Captures and manages negotiation information optimized for different channels of negotiation
Streamlined large loss initiation and review process
Negotiation functionality guides the negotiation and settlement effort
Highly-flexible security solution providing role-based and entity-based authorization
Verification of users’ authority, requests for settlement/reserve authority, granting request or pre-approved reserve and/or settlement
Full recovery lifecycle, including the ability to handle, track, and report on recovery opportunities. Early identification of recovery potential and automated referral capabilities streamline processes.
Consistently identify opportunities for recovery and streamline referrals with predictive modeling or rules-based automation
Potential recovery scoring and resulting activities from a specific score, based on configurable business rules
Automated assignment rules that support full file ownership, split file ownership, and assignment of specialized performers based on business rules
Fully supported salvage process with proactive workflows that can trigger tasks from initial indication of potential salvage through receipt of asset sale funds
Enhance decision-making with access to real-time data and manage KPIs with self-service dashboards.
Robust, fully-integrated reporting capabilities for Claims including pre-built ETL jobs, pre-defined KPIs, dashboards, and operational reports designed for claims management
Transparent ability to look across claims, enable identification of outlying claims, and identify trends based on real-time data
Data capture and integrations to support compliance with regulatory reporting
Our comprehensive partner ecosystem features a number of integrations to claims technology providers that specialize in solving different use cases throughout the claim lifecycle.
Moving to a cloud-based, regularly updated, highly-secure system is the first step in our journey to an operating platform that will ensure we remain meaningful and competitive in our marketplace. We’re already seeing faster performance improvements and look forward to continued progress toward our goals. This is the first step in our plan for successful migration to an integrated, full-suite Duck Creek Platform that will provide us long-term viability in an ever-changing world.
We’re building a system that will help us add even greater value to Liberty Mutual workers’ compensation policyholders, customers of our third-party administrator Helmsman Management Services, distribution partners, injured employees, and our claims professionals... The new system [Duck Creek Claims] will let us continue to produce better outcomes for injured employees quickly and efficiently by replacing two legacy systems with a single state-of-the-art platform.