Cogent worked alongside Farmers Mutual Hail (FMH) Claims Team leaders and subject matter experts along with a cross-functional team from the business to define and break down the existing claims process into its component parts; identified pain points, bottlenecks, and gaps in the existing process; and established baseline metrics to measure going forward. Cogent next hosted brainstorming sessions to define a future state claims process that closed the gaps and opened the bottlenecks that were discovered.
Deliverables for the Claims Re-Engineering Initiative included detailed documentation of the current state gaps, pain points, bottlenecks, and efficiency drains along with future state recommendations and supporting metrics to close the gaps, open the bottlenecks, and gain efficiency in the FMH claims process. Results were presented and delivered to the FMH Board of Directors.
The FMH Claims Re-Engineering Initiative included: