Personal Lines DMA has built its Claims Administration Division, staffed it with professionals and manages it intensively to accomplish optimum indemnity results. Automobile Programs For private passenger auto programs we focus first and foremost on material damage and preventing leakage, while also closely controlling the bodily injury claims. For high-exposure programs, we focus on thorough and timely investigation to protect the interests of our principal. All programs are managed by: Establishing the metrics measuring the key components of the claims process, especially those that effect the financial outcome. Establishing metrics to measure the key components of the claims process, especially those that affect the financial outcome. Establishing with our clients benchmarks to be met on vital metrics. Managing the process actively and reviewing weekly to ensure benchmarks are met. Reporting key metrics to the client monthly. Leakage in Material Damage: DMA addresses the challenges of Material Damage utilizing specialized units to control each of the primary points of leakage. How these key points of leakage are controlled can significantly influence the financial performance of an auto program. They include: Appraisals/DRP Estimates Too High Rental Costs Not Controlled Cars Prematurely Totalled Total Loss Advance Charges Too High Total Loss Salvage Recoveries Reduced by Slow Workflow Desk Review: The first of these specialized units is the Material Damage Desk Review Unit. All appraisals and all estimates go directly to this unit - not to the adjuster. The shop-experienced personnel in this unit review each estimate line by line, and compare it to the material damage guidelines established by the client. This unit works with the shop to get the estimate right, and only then is the estimate forwarded to the adjuster. Rental Days: DMA tracks average rental days for the program, for each claims unit, and right down to each individual claims rep. When weekly review of this and other metrics reveals a departure from the established benchmarks, we know exactly where the departure occurred. We then work with the claims reps whose numbers have worsened, find out the cause and correct it. This system catches problems long before they impact the loss ratio numbers. Total Loss: Our Total Loss Unit, run by experienced negotiators who also know the ins and outs of DMV title paperwork, eliminates leakage. The unit specializes in making immediate contact, moving the salvage at once to stop the advance charges, making a settlement offer within 48 hours, settling the claim, obtaining the title documents in a matter of days and relaying them immediately to the salvor so the vehicle can be sold. This unit also provides services to clients who only outsource their total losses to DMA. Click here for more information on Total Loss Express, our unbundled total loss service. Subrogation: Claims units, TPA or staff, which leave subrogation in the hands of the front-line Claims Rep will leave potential recoveries in the files. Front-line Reps cannot produce an acceptable level of recovery while carrying a full caseload. Our Subro specialists handle only subrogation recovery. They review ALL files and do not leave it to the adjuster to determine if there is subro potential. All potential recovery is aggressively pursued, resulting in numbers higher than industry standards. Our Subrogation Unit also provides service to clients who outsource only this part of the claims process. Click here for more information on this unbundled service. Bodily Injury: The key factor in controlling BI indemnity is speed of contact with claimant or insured. DM&A's rapid contact systems and the constant attention to this factor, along with the experience of our adjuster team in handling ongoing BI claims, controls this element of indemnity. Litigation Management: Inevitably some files will go to litigation. DMA can provide their own network of flat rate defense firms or work with your panel of attorneys to manage litigation calendars and billings. DMA uses experienced litigation managers to handle claims on which suits have been filed. Residential Property Programs DMA has adjusters in all its offices experienced in handling residential property claims. Whether you simply need a Scope of Loss, or the complete handling of claim cradle to grave, we can provide what is needed in our service areas. We also perform property inspections for underwriting purposes for some carriers. Knowledge of the policy and all possible coverage issues is vital in residential property. We emphasize policy knowledge with our property adjusters, and if a client uses custom forms we ensure these are studied and applied fully by those adjusters assigned to that client. In addition to policy knowledge, we focus on speed of service. Typically an insured who has sustained a property loss needs and expects a quick response from their carrier, and fast settlement of the claim. We work hard to make the experience a positive one for the policyholder. DMA can provide resources for CAT claims such as earthquake, hurricane or other disaster type claims. Whether the loss is routine or part of a catastrophic event, we can help you provide fast and fair service to your insureds so they can get their claims settled and their lives back together as rapidly as possible. General Special Investigations Unit (SIU): Fraud is a fact of life in all lines of insurance. The absence of a workable system to detect and document fraud can kill a program. DMA's SIU is 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 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 IT Department: Reporting requirements demand a flexible system that can capture virtually any aspect of a claim and generate reports. DMA uses File Handler by JW Software, a web-enabled system that provides secure remote access to claims data via your web browser. For more details, click here. We have staffed our IT Department with 4 full-time IT specialists to fulfill the reporting and connectivity needs of our clients. Quality Control: Continuous self-review of randomly selected files forms the base of the most thorough Quality Control program in the business. Claims performance is examined by subjecting files to a series of tests related to whether benchmarks were achieved. The results are compiled by adjuster, by unit and by regional claims center. These audits pinpoint the areas exceeding expectation, meeting expectation and falling short of required performance. Quality Control reviews validate what works and permit immediate intervention where needed. Our audit results are shared with clients, and we also welcome client audits where these are desired. 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