Commercial Lines DMA Claims Services is focused on producing the best loss results a program is capable of producing DMA Handles Claims Throughout the United States for the Following Lines: General Liability Commercial Property Transportation Inland Marine Construction Commercial Auto Professional Liability Products Liability Our Priority DMA's first priority is to produce the best possible loss results for our client. We accomplish this by: Immediate attention to each new claim as it is reported. Careful confirmation of coverage. Rapid contact of the parties involved, within minutes or hours. Closure of minor exposures quickly and at low cost. Investigation commensurate with the exposures and the issues requiring resolution. All claims are closely supervised; high exposure claims are subject to managerial and claims committee review. Dedicated units for the handling of Material Damage, SIU, Litigation Management, Subrogation and Salvage to achieve optimum results in these specialty areas. Strict limitations on Adjuster and Supervisor work loads. Data-driven processes and claims management, using a system of metrics and benchmarks that focus the entire claims staff on results. Our History and Scope DMA was founded in 1979 in Los Angeles, California. It began as a field services company, providing on-the-ground claims adjusting and investigations for insurance carriers. Ten years ago DMA expanded its service offerings to include full Third Party Administration of programs as well as risk management services to self-insured corporations. Today DMA has about 500 employees working in 42 offices across the United States. It provides field services in 16 states and TPA services throughout the entire US. Claims Systems and Reports DMA Claims Services uses File Handler by JW Software. The system is web-enabled and all your data is available to you via a web browser. The system is extremely flexible and, in addition to capturing all the normal claims data, it can easily be programmed with client-specific fields to record data tailored to a specific program or type of risk. This flexibility permits the capture and accumulation of data vital to a client's management of its programs. File Handler can also be set up in tiers to segregate data by insured, geographical area, etc. File Handler's standard reports are usually more than adequate, but customized reporting is also available. We can and do use a client's system when this is desirable. With a CIO and fulltime IT staff, DMA is a strong partner in making information technology work. Data-Driven Processes and Claims Management To produce a superior claims result, two elements are vital: 1. Measure performance - We use metrics that measure key elements of the claims process tailored to the type of program. We utilize baseline numbers from prior years when available, to develop benchmarks which we then work to exceed. In the absence of baseline data, we use our experience on similar programs to develop the benchmarks. 2. Manage the numbers to achieve superior results. This includes weekly management reviews and reporting the metrics to the client monthly along with the specific actions being taken to improve results. Because the metrics used are comprehensive and cover the entire claims process, with the emphasis on quality of claims handling rather than volume alone, we base compensation of adjusters and managers on the results reflected in these numbers. Limitations on Adjuster and Supervisor Work Loads Two of the key metrics gathered, managed and reported to a client are the number of files in an adjuster's pending and the number of new files received. These figures monitor adjuster work loads and enable management to ensure overload never occurs. We establish benchmarks ("not to exceed" numbers) which will vary based on the type of claim being handled. The actual numbers are reported to our client monthly along with the rest of the performance numbers. We also limit the work load of the supervisors, establishing a maximum adjuster supervisor ratio and monitoring the number of adjusters he or she manages. Adjuster load is critical to optimum claims performance, which is why this number is so closely monitored by DMA management. Dedicated Subrogation Unit to Maximize Client Recovery Claims units, TPA or staff, that leave subrogation responsibility in the hands of the front line Claims Rep will leave potential recoveries in the files uncollected. Front line adjusters cannot produce an acceptable level of recovery while carrying a full case load. Our subrogation specialists handle only recovery. They review ALL files and do not leave it to the adjuster to determine if subrogation potential exists. All potential recovery is aggressively pursued, resulting in numbers higher than industry standards. Special Investigations Fraud is a fact of life in all lines of insurance and there are indications that fraud networks tend to attack insurance programs that lack sufficient safeguards to detect, document and deny fraudulent claims. DMA has for many years had a Special Investigations Unit (SIU) headed by an investigator with decades of experience. This unit operates as the Designated SIU for several national carriers (references available upon request) and is quite familiar with DOI requirements. Cases referred for prosecution over the years have resulted in excellent relationships with law enforcement. Our SIU has access to experienced investigators in 42 DMA offices in 16 states. In locations outside our own service areas we utilize a network of companies with proven results. A Company Responsive to Client Needs Some companies complain of finding themselves in the hands of a TPA that doesn't seem to know they exist. If their volume of claims is not large, they may not make it onto the TPA's radar screen. DMA Claims Services has its roots in the independent adjusting business where any assignment received could be the last one you ever get from that client - if you fail to give the client the attention required and complete each and every assignment on time. This tradition of service extends to our TPA business. We provide dedicated account managers to ensure that each client's needs are met and that optimum claims results are achieved. Our clients are very important to us. In Summary Seven Reasons Why DMA Will Get You the Best Possible Loss Results: A focus on indemnity and reducing client exposures. A sophisticated, web-enabled claims system that can manage and report data the way you need it. Data-driven processes and claims management. Limitations on adjuster and supervisor workloads. A dedicated subrogation unit to maximize recoveries. A professional SIU unit determined to detect and prevent any leakage due to fraud. A company responsive to client needs. For the best loss results your program is capable of producing, call the quality claims administration solution: DMA Claims Services. (800) 649-7602 (323) 342-6800 Contact Us