A second-week claims adjuster trainee easily can testify to the fact the speed at which a claim is closed is in direct proportion to the end cost of that claim. Speed of task to reduce cycle time has been the driver behind many claims management decisions to adopt mobile solutions. These solutions are valuable, increasing adjuster productivity approximately 20 percent to 30 percent. The current mobility marketplace provides a number of valuable tools that have advanced significantly over the last 18 months vs. their original capabilities. The one constant across all devices is they must be Internet accessible.

Mobile solutions in the claims arena certainly are not a new subject. Over time, carriers have taken steps to arm their claims personnel with various devices for differing purposes, but most initiatives focus on mobile phones for voice access and laptops for e-mail and data gathering. Today, leading claims organizations are seeking ways to enhance operational effectiveness and reach the next level of customer satisfaction for competitive advantage. Mobile solutions can play a very significant role in these goals.

The ubiquitous mobile phone clearly added value for claims adjusters in terms of being able to connect with customers, supervisors, and service providers on a demand basis. In the beginning, battery life of the handheld was an issue, but that has improved significantly so individuals equipped with an up-to-date device can accomplish a day's work, both voice and data, without having to worry about loss of power. Smart phones, personal digital assistants (PDAs), and personal communicators rapidly are becoming the standard for voice devices within the insurance industry. These devices are able to bring data, not just voice, into the mix. The big leap in value for these devices is real-time claims assignment. Claims organizations, no longer tied to personal computer communications, are able to dispatch an adjuster to a high-priority claim mid-workday or add new first notices of loss that are in the same geographical area an adjuster is working in. Functionally, voice-only devices facilitate verbal assignment of new claims and allow a conversational exchange of risk information. However, they do require the claims representative to take notes, and the process interrupts workflow on both sides of the transaction.