Again, the processes that can be performed to a rules engine are performed offshore, whereas all decision making for lodging the claim and recovery itself are performed onshore. The client data resides on servers owned and managed by the carrier, and the offshore team is given access to the data and the processing side of the application.

How does outsourcing help a claim adjuster?

First, he gets a flexible and scalable workforce to assist him, particularly after natural disasters and other times of unforeseen heavy claims periods. Like standby pilots, these teams must be trained ahead of time, but they can be used to supplement U.S.-based teams. This provides an extra set of hands to increase the productivity and accuracy of the on-site claims manager/adjuster.

Outsourcing also removes the burden of administrative tasks such as file and data cleanup. It enables faster turnaround times that exploit the differences in time zones, which permits better responsiveness to customers. Offshore-performed tasks also are performed at much lower costs. This in turn allows adjusters to handle lower claim amounts that previously were not cost-effective to pursue.

Will claim adjusting ever be outsourced?

Never.