Administrative Strategies (AdStrat) is a claims servicing firm that provides business strategies, solutions, and consulting services to the insurance industry. It caught the attention of the 2023 Luminaries panel for its innovative work in mobile claims estimations, being named as a finalist in the claims innovation category.
Here is our conversation with Christopher Petersen, Director of Innovation and Legal Affairs at AdStrat, on the achievement and lessons learned in earning this recognition.
What efforts were recognized by the Luminaries panel?
Starting in 2022, AdStrat embarked on a year-long case study using Xactimate Mobile with LiDAR, Petersen says. Spread out across the United States, the case study team experienced two-and-a-half times faster claims cycle times, improved accuracy, and increased productivity. Petersen attributes the successful implementation of the mobile estimation tools to the training and support resources they developed and the team's ability to adapt and learn from hands-on experience.
"For us, seeing was believing," says Petersen. "Nothing beats hands-on experience, watching your peers and then doing it yourself."
What types of wins have your clients experienced?
Petersen notes key wins: the case-study team's ability to handle more claims per adjuster and enhanced productivity due to greater accuracy. Improved customer satisfaction was another benefit: "We heard confidence from the homeowners when seeing that estimating process," says Petersen. "And, with the efficiency gains, our adjusters were able to increase the quality time spent with insureds."
How did others in your company support your efforts?
"AdStrat operates with a 'We are one team' mantra," says Petersen. He says the data team came through with key tracking and reporting, and the creative team created video content, quick job aids, and other necessary supportive resources to deliver training to remote adjusters.
Communication was also important, with AdStrat facilitating weekly check-ins and monthly town hall meetings to gather ongoing feedback. Additionally, Petersen notes, they had company-wide support, from the creative team to the data team, executive leadership, and the CEO.
What tips can you share with others interested in implementing similar programs?
A great starting point, according to Petersen, is determining goals — because every organization is different. Challenges vary, including technology adoption, policy needs, budgetary constraints, and varying levels of leadership support for programs.
"You can't achieve what you can't see," says Petersen, "so creating that early vision of what you want to accomplish will help you get there faster."
What does the future hold for AdStrat?
Petersen says that, with early case study success, the company plans to build on those results as it moves into the future. He sees AdStrat leveraging strategic partnerships and expanding remote technology capabilities. They also plan to add new clients, expand on-site assistance capabilities, and develop carrier partners to support growth.
"We'll continue to look for new and upcoming technology to adopt and partner with our carrier clients on," adds Petersen.
For more insights from AdStrat, visit administrative-strategies.com.
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