Safelite AutoGlass
Company: Safelite AutoGlass, Columbus, OH
Company Description: Safelite AutoGlass is the U.S.A.'s leading provider of vehicle glass repair and replacement services.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year
Nomination Title: Safelite Solutions' Vehicle Glass Insurance Claims Team
Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Safelite® Solutions provides property and casualty claims management services to more than 175 insurance and fleet clients, including 18 of the top 30 U.S. property and casualty insurance companies, while also managing a network of more than 9,000 vehicle glass fulfillment providers.
The back-office team consists of invoicing professionals that are responsible for reviewing and auditing glass claims invoices on a timely basis. They provide immediate feedback to vehicle shops on exceptions to avoid delay in payment. A dedicated shop care team provides network affiliate shops with answers to all questions regarding payment, invoice status, and web use.
In addition, the pricing approval team approves parts and labor based on insurance company guidelines.
Safelite® Solutions’ back-office team includes a claims research group to resolve all issues that could not be completed on the first phone call with the shops and insurance companies.
Throughout late 2011 and early 2012, the Safelite® Solutions back-office team began serving a new client and prepared for a 20% growth in transactions. While volume increased, so did efficiency, allowing headcount to remain flat while service levels were exceeded. Year to date, the team received, processed, and audited more than 2.1 million invoices, in comparison to 1.85 million invoices in 2011. They have received 300,000 calls with an abandonment rate less than 5% in 2012, which far surpasses the 253,000 calls answered in 2011. In addition, more than 100,000 emails, in comparison to the 2011 total of 99,675, have been received year to date with an average response time of less than one hour. The team maintains a 98% electronic data interface acceptance rate in 2012 with an average payment distribution, post fund acceptance from the insurance company, of 2 days. The 2012 average handle time in billing is just 1.5 days.
In addition, Safelite® Solutions’ Special Investigations Unit researches potential fraudulent glass claims and recently began implementing pre-inspection programs. Until recently, pre-inspections were common with all types of vehicle claims except glass damage. It is a general process policyholders have come to expect and it can be as simple as a phone call with an agent asking the policyholder questions about the damage.
Safelite’s data from the pre-inspection programs have shown a significant drop in questionable claims and customer complaints. For example, one insurance company saw a 75% decline in referrals from specific glass shops since beginning pre-inspections. The most dramatic drop was in Virginia where one P+C carrier saw a decrease of questionable claims drop 95%.
That dramatic drop in claims can easily save insurers both a significant amount of money as well as wasted energy and manpower. By reducing fraudulent claims, Safelite® Solutions estimates the insurance industry has reduced questionable claim activity by $15 million in 2012.
Finally, this Safelite® Solutions team volunteers a minimum of 300 hours at local charities annually. They take social responsibility seriously and demonstrate their commitment through hosting Blood Drives for the Red Cross, raising funds for Safelite’s annual giving campaign, and assisting co-workers when help is needed.
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Since joining Safelite® Solutions in 1996, Andrew Kipker, vice president, claims management services, has held a number of positions that have prepared him for his current responsibilities. Kipker was promoted to assistant vice president, credit and client services in 2001. He took over management of network operations in 2002 and was promoted to vice president of credit and client services and network operations in 2003.The Client Billing Services Department is responsible for the processing, auditing, billing, collection and payment of all shop invoices.
Kipker earned degree in accounting from Wittenberg University and has been a Certified Public Accountant since 1990.