Leading an industry
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CodeBlue: Leading an industry
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CODEBLUE
Jason Manns, COO of CodeBlue, details the rise of insurtech as CodeBlue leverages science and cutting-edge technology to meet industry challenges
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echnology is transforming every industry, and insurance is no exception. The landscape is rapidly evolving and with
this, insurance companies are challenged with managing change. The transformation toward digital solutions creates an opportunity to have 04
a better understanding of customer behaviours and to provide immediate customer solutions. When harnessed successfully, these newly acquired technologies improve policyholder satisfaction while reducing costs for insurance carriers. Jason Manns, COO of CodeBlue, has over 25 years’ experience in the personal and commercial lines insurance industry. As a transformational change leader, he has led claims and operations for a number of insurance carriers with a passion for delivering best-in-class performance, while ensuring that the customer experience is at the heart of decisions. As an insurance executive, Manns has seen the insurance industry begin to slowly shift with technological adoption advances and, consequently, sees three of the most significant challenges
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CODEBLUE
“ The insurance industry is paying close attention to the technological advancements of other industries but continues to significantly lag behind in the adoption rate of the innovations that exist today in the marketplace” — Jason Manns, COO, CodeBlue
The second challenge insurance carriers face is the embedded inefficiencies in the claim handling process
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currently faced by insurance carriers.
from inadequate initial claim damage
The first is the effective management
evaluations. “For example, it is common
of labour and the expenses associ-
for insurance carriers to experience 25%
ated with insurance carrier workforces.
to 40% supplemental claim payments
“This is particularly important because,
due to inaccuracies in the initial
in today’s low unemployment rate
damage evaluation process.” Today,
economy, there are shortages of
technology is available to provide
qualified and technically proficient
real-time digital capture of damages
insurance staff. I expect the virtual
at the policyholder’s initial loss report,
technologies that are now available
reducing supplemental work.
will significantly change traditional
Lastly, policyholder engagement
insurance carrier staffing models,”
presents a new challenge. The expec-
he says.
tations of customers have increased to the point where an Amazon-like standard of service, with same-day turnarounds between orders and deliveries, has become the norm. “This level of service with regards to policyholders seeking immediate same-day property claim inspections
Join the CodeBlue Revolution CLICK TO WATCH
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3:20
07 and contractor on site arrivals is typi-
insurance claims management pro-
cally unheard of across the insurance
vider with full scale customisable
industry,” says Manns. “There is a mas-
solutions. Drawing from his experi-
sive potential for insurance carriers
ences in the insurance carrier industry,
to catch up to what other industries
he focused on immediate policyholder
are doing.”
actions at first contact and the contin-
Early in CodeBlue’s inception,
ued development of proprietary claim
Manns — while working at an insur-
management software with digital
ance carrier — was involved in the
technologies. This included virtual
development of CodeBlue’s proactive
inspections strategies that provided
claims management model, which
solutions for insurance carrier staff
was and continues to be significantly
to view loss damages real-time and
different than all others in the industry.
remotely. “Insurance carrier staff
Today, Manns leads the operations
can now view initial damage inspec-
at CodeBlue, an industry-leading
tions from their office in a few hours w w w.c o de bl ue 360 . com
Let us grow together. Bamboo is a newly formed insurance organization, backed by some of the largest carriers in the industry, and established on the principles of customer advocacy and transparency. We aren’t looking to reinvent the wheel, but to add some grease that ultimately delivers a smooth and pleasant experience for our Customers.
Learn more
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CODEBLUE
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1:59
10 after claim notification as opposed
reporting of claims, CodeBlue has
to having to be physically present at
advanced this by providing a 24-hour
the site, removing the additional costs
service, available 365 days a year,
incurred with travel time and fleet
for first notice of loss claim reporting
vehicles,� says Manns. In addition,
with virtual damage inspections and
virtual damage inspection solutions
contractor integrations that provide
reduce vehicle usage, promoting envi-
immediate actions for policyholders.
ronmentally friendly carbon practices
This approach maximises the accu-
and are a strategy that can be used to
racy of initial damage inspections
protect staff against exposure to air-
while driving high levels of policy-
borne viruses and contaminants often
holder engagement. In addition to
found at loss locations.
this, says Manns, “insurance carriers
While it remains an industry stand-
include policy language that stresses
ard to use call centers to interact
the policyholder’s obligation to pre-
with policyholders during the initial
vent additional damages at the time
of the loss by taking the needed
as “First Notice Of Loss” claim report-
actions. However, policyholders often
ing, but instead, we call it “First Notice
need greater levels of assistance in
And Response” with immediate actions
the claim process than they typically
for policyholders.” Vault Insurance
receive.” This is where CodeBlue’s
Chief Claims Officer, Peter Piotrowski
combination of technology, staff with
stated, “by partnering with CodeBlue,
property subject matter expertise
we can leverage best-in-class technol-
and contractor network, are lever-
ogy to respond quickly with the right
aged to ensure insurance carriers
resources and skills to policyholders.
and policyholders receive immediate
Together with CodeBlue, customers
actions that translate to science-
will always receive efficient, empa-
based outcomes. Manns explains,
thetic and personalised assistance,
“because of this advanced approach,
leveraged by technology in order
we no longer refer to our process
to deliver the best repair services.
E XE CU T I VE PRO FI LE
Jason Manns Jason Manns is the Chief Operations Officer at CodeBlue, an industryleading insurance claims management provider servicing North America. Jason has over 25 years of experience in leading claims and operations at insurance carriers at the executive officer level. At CodeBlue, Jason is responsible for overseeing and scaling company-wide operations, including the continued development of proprietary claim software with digital applications that support virtual damage inspection strategies for insurance carriers. He is passionate about working with personal and commercial lines insurance carriers to provide property claim solutions that assist in making technology transformation easier.
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CODEBLUE
D ID YO U K N OW?
The CodeBlue Flood House Experience
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Facilities That Embody The CodeBlue Culture CodeBlue is headquartered in Springfield, Ohio, USA, with two additional offices in Hudson, Ohio, and Eau Claire, Wisconsin. Much like the company itself, CodeBlue’s headquarters in Springfield, Ohio, is a blend of history and innovation. CodeBlue is located in the historic 1893 Bushnell Building, where the Wright brothers patented their design for the airplane. The building renovations since its erection have achieved Platinum LEED (leadership in energy & environmental design) Certification by the U.S. Green Building Council (USGBC).
In the CodeBlue flood house, they train and certify (IICRC S500) CodeBlue staff, insurance carrier staff, and contractors to be subject matter experts on the science of drying. The Springfield OH, CodeBlue flood house has been flooded with 1,500 gallons of water over 200 times since being built in 2011. “In this live water damage home environment, we demonstrate and teach the science of drying with participants using industry water and fire mitigation equipment to understand what is possible using today’s technology. Participants witness the ability to dry and restore wet materials such as carpet, hardwood flooring, cabinets, trim, and drywall versus replacing materials. This enables CodeBlue to return policyholders to pre-loss condition in the fastest and least disruptive manner.” CodeBlue has a 2nd flood house used to train and certify staff, built in 2007 in Eau Claire, Wisconsin.
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Classroom teaching session with Ed Jones in the CodeBlue Flood House Vault Insurance and CodeBlue are
smart-connected homes and buildings
united by the same ethos: excellent
that measure the inside environmental
customer service.”
conditions. These emerging technolo-
“The insurance industry is paying
gies provide insurance carriers with
close attention to the technological
missing data points and consumer
advancements of other industries but
behaviors to better predict underwrit-
continues to significantly lag behind
ing risks, loss frequency and all of the
in the adoption rate of the innovations
costs associated, as well as the ability
that exist today in the marketplace,”
to take actions to avoid losses through
Manns notes. “We are seeing innova-
virtual real-time policyholder interac-
tions ranging from automotive loss
tions. The opportunity exists for
avoidance capabilities and self-driv-
insurance leaders to challenge the
ing vehicles, aerial photography
status quo in their organisations,
and the use of drones, to IoT
embrace available technologies, w w w.c o de bl ue 360 . com
T H O UG HTF UL, SIM PLE, DYNA M IC
Vault is the new standard in personal insurance.
Vault is the new standard in personal insurance. Everything we do from building superior insurance products to interacting with our customers, is just that: personal. Our business is about empowering people to live spirited, passionate, and fulfilled lives, and we’re deeply committed to creating an unrivaled experience for our agents and our customers. Our mission is to create the perfect balance between living life and protecting it, and where the status quo doesn’t cut it, we’re rethinking insurance. Easier to do business with. Insurance should feel intuitive and direct. At Vault we work obsessively to make this a reality. We’re constantly reinventing how the technology we build saves customers time -- from how our bespoke insurance plans are generated to how we’ve redesigned the billing process for a more intuitive, less cumbersome process.
The luxury of support for all. Simply put, Vault is protection done in a new way -- the broadest coverage on the market today, with real humans, prioritizing real lives in the background. Customers will feel supported by Vault before a claim is ever filed. After all, we’re here to make their lives less stressful, not more complex.
The tenacity of a startup with backing you know and trust. Vault is backed by significant financial and operational support from Allied World, a global insurance and reinsurance company. Our team is led by top industry veterans focused on developing a better holistic experience for customers, because we believe you can have it all.
Learn more at vault.insurance or contact us at 844 36 VAULT (82858)
CODEBLUE
16 I N DU ST RY FACT S
According to US Housing Study and Chubb Water Survey, 1 in 12 homes experience a plumbing leak each year with more than 2.5 million US homeowners experiencing water damage (excluding f looding) annually. US$10bn is paid annually by US insurance carriers to repair water damage (excluding f looding) each year.
and to become champions for change
For example, insurance carrier staff
to improve existing insurance models.�
can typically drive to inspect five to
To add to this, Manns asserts that
eight claims in a day, yet with the utili-
the fast emergence of startups in the
sation of digital technologies, the
insurtech space supports that there is
same staff member can virtually
evidence of insurance carrier sectors
inspect between 15 to 20 claims
dedicated to financially supporting
a day. This approach maximises the
this evolution. We are seeing insurance
accuracy of initial damage inspec-
carriers use emerging technologies
tions, reduces expenses and delivers
in the claim process to evaluate dam-
high policyholder satisfaction.
ages to the exterior of houses and
Another CodeBlue advantage is
buildings, but often overlook using
its proprietary claim software specific
available technologies in the evaluation
to each property line of business:
of damages to the interior of the home
water and fire mitigation, reconstruc-
or building. This is where CodeBlue has
tion, contents and inventory. These
become an industry leader, differenti-
are digitally connected to photo and
ating itself from its competitors by
video chat technologies that give
having the best-in-class interior vir-
the insurance carrier staff the ability
tual damage inspection solutions.
to confirm the cause of loss, verify w w w.c o de bl ue 360 . com
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CODEBLUE
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CODEBLUE
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coverage and evaluate damages in
Information Institute, this averages
real-time at the loss location. At the
out at a cost of US$9,633 per claim.”
same time, personalised assistance
“Here is a pipe break example. The
is provided to the policyholder so that
insurance carrier directs the policy-
immediate action is taken to avoid
holder to report the loss to CodeBlue,”
additional loss damages and to start
says Manns. “Through targeted ques-
the repair process. Manns comments,
tions, CodeBlue identifies loss
“In the world of insurance property
specific details and uses a scientific
claims, one of the most frequent
algorithm in our proprietary database
losses are water-related damages
of 3,100 certified contractors to
caused by broken pipes and leaks.
select the best contractor for the job.
According to the Insurance
The chosen technology enabled
contractor arrives at the loss location within four hours. CodeBlue staff complete a virtual damage inspection video chat with the contractor and policyholder on-site, which provides insurance carrier staff the needed information — such as measurements, materials, and a sketch document — to be able to evaluate the loss damages from their office.” After this, CodeBlue’s certified IICRC staff use the proprietary software with the sci-
“ We’re highly customisable to insurance carriers and provide a suite of property claim solutions and virtual damage inspection strategies that insurance carriers can choose” — Jason Manns, COO, CodeBlue
ence of drying to proactively create
insurance carrier field staff coverage
a water mitigation drying plan with
locations,” he says. “Our success
the on-site contractor to restore wet
is driven by our ability to identify the
materials instead of replacing them.
best virtual inspection solution for
This keeps the focus on returning the
each specific claim, with inspection
policyholder to pre-loss condition
methods including policyholder self-
in the fastest, most efficient and least
service, contractor dispatch, and the
disruptive manner possible.
deployment of CodeBlue W2 staff.
To deliver the highest level of detailed
All virtual damage inspections utilise
loss documentation, CodeBlue uses
our proprietary claim software and
a combination of 3D cameras, digital
digital technologies to meet a policy-
applications and video chats to cap-
holder’s specific needs. This assists
ture the loss in a virtual environment,
insurance carriers with the effective
which allows insurance carrier staff
management of labor and the expenses
to tour the site from their computer
associated with large workforces,
or mobile device. “Our virtual damage
while reducing the inefficiencies of
inspection solutions vary and are
supplemental claim payments.”
determined by the type of loss and
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CODEBLUE
“ Our success is driven by our ability to identify the best virtual inspection solution for each specific claim, with inspection methods including policyholder self-service, contractor dispatch, and the deployment of CodeBlue W2 staff” 22
— Jason Manns, COO, CodeBlue and Chief Advocacy Officer, Stann Rose, explained: “Code Blue’s partnership and technology has enabled Bamboo Insurance the ability to scale operations from a startup into a high
Since no partnership is the same, Manns
growth company by providing imme-
emphasises the importance of listen-
diate information gathering, coverage
ing to partners to understand their
identification and faster claim han-
desired operating model and individ-
dling which has translated to high
ual needs. “We’re highly customisable
policyholder satisfaction.”
to insurance carriers and provide
CodeBlue partners with companies
a suite of property claim solutions and
throughout North America, including
virtual damage inspection strategies
three of the top 10 insurance carriers
that insurance carriers can choose.
in the US, regional insurance carriers
Insurance carriers like to partner with
and insurtech-like startup companies.
established companies with a history
2004
Year founded
$63mn Revenue in US dollars
455
Number of employees
of success, while simultaneously
solutions centered on virtual inspec-
providing innovative services with
tion strategies inside the home and
technology at the core. CodeBlue
building, they continue to focus on
has been providing property claim
the next innovations to achieve best
solutions to insurance carriers since
-in-class performance levels for poli-
2004 and is leading the way in making
cyholders and insurance carriers.
technology transformation easier for insurance carriers that choose to embrace innovations.� While Manns and the CodeBlue team provide industry-leading property claim w w w.c o de bl ue 360 . com
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14 E. Main St — Fourth Floor Springfield OH 45502 USA T 715-830-6020 www.codeblue360.com