When a key employee retires or leaves, the natural reaction is to brace for impact. But panic doesn’t usually solve much, and in fact, these transitions can be perfect opportunities to modernize, simplify, and future-proof your operations: Assess the processes heavily reliant on the departing employee’s knowledge, identify areas for automation or system upgrades, and implement new tech-based solutions to streamline workflows and reduce reliance on individual expertise.
Here’s how one company did just that, and why you should, too.
Retirement-induced modernization
Here’s the story of one of our clients (names have been changed to protect their identity): A midsized long-term care company that operates scores of locations nationwide was gearing up for the retirement of a long-time employee, Stan.
Stan is incredibly detail-oriented, fantastic with numbers, and comfortable wading through vast amounts of data. Our client operated their risk management department efficiently for decades under Stan’s stewardship. The only problem: most of Stan’s “system” ran on spreadsheets, shared folders on the network, and email chains. Although everything was clear to Stan, many hours (often late at night!) were spent tying out numbers and generating management reports. Furthermore, Stan was the only guy who knew the secret sauce to keep this system going.
When the company learned that Stan was retiring, they were smart enough to get ahead of the curve and upgrade long before he was actually out the door. They teamed up with us to roll out Cloud Claims. We were able to bring over all that legacy data and put it to work. That made workflow smoother, processes more consistent, and visibility a whole lot better. The payoff? Fewer manual errors, hours per month saved on reporting, and a stronger future-ready operation.
The problem with knowledge walking out the door
When someone leaves your company, they don’t just take their office plants and Employee of the Month plaque — they take a lot of know-how with them, too. And if that knowledge isn’t properly and thoroughly documented anywhere, your team may be left scratching their heads. You’ve probably heard something like, “Oh, Jeanie always handled that,” and now that Jeanie’s retired, nobody knows what to do next. Suddenly, even the simplest tasks feel daunting.
It’s not just about process — it’s also about the tools. If your operations are relying on spreadsheets, email threads, and/or old server-based systems, it’s possible that your team is fighting an uphill battle. These systems may have worked back in the day, but now they’re clunky and siloed, and when a key person leaves, things start to break down. Teams waste time hunting for information, fixing mistakes, or just trying to figure out how to keep things running. All of this leads to delays, frustration, and a lot of extra work that could’ve been avoided.
A smarter way to manage transitions
Here’s the thing: People leaving their roles is predictable. It’s going to happen! But instead of scrambling, smart companies see these transitions as a chance to improve.
It starts with a look inward, taking stock of what you’ve got. Are your workflows tied to one person’s brain? Are you using systems that made sense ten years ago but feel outdated now? Will any of this scale? This is your chance to be honest about what’s working — and what’s not.
Once you’ve got a clear picture, think about what you are doing manually that could be automated. What’s slowing your team down? There’s almost always room to make things easier and more efficient, whether it’s minimizing repetitive tasks or upgrading to tools that automate processes and free up valuable time for strategic work.
When your processes are consistent and easy to follow, it’s way simpler for new people to step in and get up to speed. And if you prioritize modern tools, your team will get much better access to the info they need to drive the business forward.
Technology as an enabler
Outside of the people you hire, technology is your best ally in smoothing transitions and setting up your org for long-term success.
Here are a few key areas where the right tools can make all the difference:
UX/UI modernization. While spreadsheets and legacy systems may have worked for the retiring or resigning employee who built them, new hires — especially from younger generations — expect modern, user-friendly interfaces. A clean, intuitive UI makes it easier for new employees to be productive quickly and ensures they have the context they need to get the job done.
Automation. Manual processes can slow teams down and increase the risk for errors. Automating repetitive tasks, like claims intake, data entry, and reporting, reduces these risks and frees up your team to focus on higher-value work.
Knowledge management. When knowledge is locked in someone’s head or scattered across email threads, it’s hard to maintain consistency. However, using that knowledge and baking it into workflow workflow rules and event triggers is a great way to capture what works and make this know-how available and helpful to everyone.
Cloud solutions. Server-based systems may have worked when everyone was in the same office, but today’s teams need more flexibility. Cloud-based solutions ensure your processes are accessible from anywhere — whether your team is in the field or working remotely. Plus, they require much less IT intervention, as software updates are automated and infrastructure isn’t needed.
Mitigating risk with proactive planning
Don’t wait for someone to hand in their notice. Prioritize proactive strategies to minimize disruption and reduce future risks.
Here’s how to build resilience into your operations:
Cross-training programs. Don’t let knowledge live with just one person. Make it a habit to cross-train employees so that critical tasks aren’t dependent on a single individual.
Employee-friendly tools. Transitioning to modern solutions, like APP Tech’s Cloud Claims, doesn’t just help your processes — it helps your people. Intuitive tools make onboarding smoother and reduce frustration, keeping your team happier and more engaged.
Continuous improvement culture. Foster a mindset where your team regularly evaluates and updates processes. That way, you’re always improving — not scrambling to fix things when someone leaves.
The bottom line: Transitions are inevitable, but they don’t have to be painful.
Employee departures can feel like a challenge, but they’re also a golden opportunity to modernize and future-proof your processes. With APP Tech’s Cloud Claims solution, you’ll reduce reliance on individual expertise, streamline and automate manual tasks, and improve visibility across your operations.
If that sounds interesting to you, request a demo using the link above. We’ll get a sense for what you’re up against, and if APP Tech can help, we’ll show you how.
https://apptechllc.com/wp-content/uploads/App-Tech-Blog-0122@2x.jpg9641920APP Techhttps://apptechllc.com/wp-content/uploads/logo-color.pngAPP Tech2025-01-23 21:42:282025-01-28 21:51:11Don’t panic: How to mitigate risk when (or before) you lose a claims manager
Many organizations use Excel as a claims management solution. Consider that over 1.3 million companies worldwide use Office 365 and can access Excel. Despite its popularity, Excel has many limitations and poses risks as a self-insured organization’s primary claims management tool.
Here are reasons why Excel is not a suitable alternative to a database system or claims management software, followed by the benefits of adopting dedicated software.
1. Scalability Issues
As your organization scales and manages more data, it will need a system that can efficiently handle large data loads. Excel is not that system.
Unlike claims management solutions that have unlimited data storage out of the box, Excel has data limitations. It is not built to handle large or complex datasets efficiently, which can delay claims management processes or produce erroneous results.
Excel also does not support scalability because it is not a document management tool. Users cannot efficiently track and store claim-related documents, images or videos within Excel, hindering the ability to connect data to specific incidents, conduct an effective root cause analysis (RCA) and make meaningful policy decisions.
Lastly, the desktop version of Excel is weak at supporting team collaboration or optimizing workflows due to its lack of built-in workflow tools and integration capabilities.
While some may use Excel as a spreadsheet and pricing tool, it is not the best option for capturing accurate incident-related data. With its limited integration capabilities, managers may not input data immediately following an incident, leading to a greater potential for errors or delays.
Excel also cannot create comprehensive audit trails, and tracking changes is a hassle. Users with editing access can easily delete or modify data in Excel. All of this can make it challenging for auditors to pinpoint the source of an error or validate data accuracy for reporting purposes.
There are better tools on the market designed specifically to enable real time, accurate data capture at the first notice of loss (FNOL) and streamline OSHA reporting requirements. Take APP Tech’s Cloud Claims, for example, which can help make OSHA recordable injuries a much easier process. Switching to Cloud Claims helps you stay on top of risk and regulatory compliance — making your job easier and helping you avoid costly mistakes.
3. Integration Issues
Self-insured organizations handle a lot of data and must communicate this information with insights to various sources efficiently. They require digital tools that enable smooth integration with stakeholder systems — if they want to streamline collaboration and prevent the need to rekey data.
Since Excel was primarily designed without the ability for diverse API integration, it does not support seamless connectivity with a variety of other systems without add-ons. With its inherent API limitations, it can be challenging to collaborate with related systems, leading to inefficiencies in incident reporting, risk mitigation, claims management and payment processing.
For example, Excel may be incompatible with other insurance platforms or tools and, therefore, unable to capture carrier loss runs, which are vital to learning about risks and developing mitigation strategies.
4. Steep Learning Curve
While some organizations hold onto Excel for its perceived ease of use, its lack of intuitive, purpose-built design can actually complicate claims management and impede the user experience.
Unlike dedicated claims management software, Excel does not present claims-related information in a meaningful, easy-to-digest way. It often requires users to adapt spreadsheets using complex formulas and techniques, which can be time-consuming or require a certain level of technical skill. Therefore, maximizing its capabilities can get complicated. Some employees may have difficulty learning Excel, particularly its data analytics features or formula creation. Without an intuitive user interface, organization-wide usage and adoption may be limited.
Claims management software, on the other hand, presents specific, claims-related data in an intuitive and easy-to-understand dashboard upon login, allowing users to gain insight quickly. Specialized software does not require digging through workbooks or scanning lengthy spreadsheets. Users can quickly change views with simple drop-downs.
Common Risks of Using Excel for Claims Management
Data accuracy is important in insurance because it can impact risk mitigation and reserve calculations. With that in mind, Excel’s limitations pose risks for self-insured organizations, particularly in the following areas:
Data Consistency and Management
Managing data and ensuring consistency can be difficult and time-consuming in Excel. As a spreadsheet program with limited automation and integration capabilities, Excel requires more manual input than purpose-built claims management software, increasing the risk of human error.
For example, while users can create formulas to automate calculations, they can also easily input inaccurate formulas, leading to countless and costly mistakes. According to a survey conducted in the U.K., 98 percent of office workers have seen an Excel-related error cost their employer money.
Excel is also known for its issues with version control. With Excel, users may create various versions of the same spreadsheet, leading to challenges in maintaining data integrity. For example, someone might edit an Excel spreadsheet simultaneously, leading to data loss or inconsistencies.
Lastly, Excel’s connectivity limitations may make users struggle to manage data centrally, necessitating manual data entry and increasing the risk of human error. Overall, limited data consistency can hinder efforts to conduct effective RCA, impacting the ability to identify and address risks. A centralized, purpose-built platform, by contrast, provides organizational transparency and more defined access control.
Security Concerns
Where security is a priority, Excel falls short. Excel lacks robust security controls, like advanced encryption features and access permissions, which are common in dedicated claims management software.
Excel also does not make it easy to coordinate access permissions on a granular level. Users typically select “read-only” or “edit” access options when sharing their files. Once a person has edit access, they can change any element in the spreadsheet. If the spreadsheet is shared without any restrictions, it can quickly lead to unauthorized access and leaking of sensitive data. Users may also share Excel files over unsecured channels.
Organizations must implement procedures to ensure data security and confidentiality while using Excel, which may be more complicated than if using more robust software.
Real-Time Reporting
Real-time reporting is essential in risk and claims management processes because it prevents delays between teams and enables risk managers to mitigate risks promptly. Although newer versions of Excel allow data entry in real time, it may not meet the demands of self-insured organizations in field applications.
For example, Excel is available in mobile versions, meaning users can enter data from anywhere. However, using a spreadsheet from a mobile device can be cumbersome, and the mobile version of Excel does not offer all the functionalities of the desktop version. As mentioned earlier, since Excel is not a document management tool, users are unable to attach incident-related documentation to spreadsheet data.
Excel is also not inherently built to distribute reports automatically, adding to an organization’s administrative burden and delaying decision-making and collaboration. So, while Excel may be used to capture real-time data in some instances, it is not designed to notify stakeholders of an incident automatically. The longer stakeholders are not aware of an incident, the longer risks may go unaddressed.
The Benefits of Specialized Insurance Platforms and Tools
Unlike Excel, claims management software is purpose-built for claims processing efficiency and consistency. It is intentionally designed to organize claims-related data, optimize and automate workflows, generate real-time reports, and reduce manual data entry. Claims management software is also created with more robust security controls to help organizations comply with privacy standards and reporting requirements.
Claims management software streamlines data sharing to promote seamless collaboration. It also automates repetitive tasks and enables tailored workflows.
For example, Cloud Claims by APP Tech is built to coordinate claims processing while reducing administrative burden. It enables self-insured organizations to create customized, automated workflows that enhance claims and risk management efficiency.
To illustrate, your team can use Cloud Claims to automatically send notifications of incident or claim activity to key stakeholders at various stages in the claim life cycle. This saves employees from having to notify the appropriate parties manually, allowing stakeholders to be aware of new incidents in real time.
Customization Options
Customization allows organizations to tailor claims management software so it is relevant to specific needs and highlights meaningful insights. Cloud Claims features extensive customization options to support an organization’s unique requirements and simplify data management, including customizable drop-downs and, email templates and key performance indicators (KPIs). Customizable drop-downs allow management to tailor data fields and minimize manual data entry. Managers can centrally manage data and ensure accuracy and consistency throughout the organization.
Software customization also allows teams to treat data segments for incidents, claims, parties, bills and policies uniquely. Organizations can analyze each segment and generate focused reports to showcase specific areas, such as incident-related KPIs.
You can customize Cloud Claims in-house to suit your requirements best — no need to work with developers or undergo extensive training to tailor the system.
Cloud Benefits
Cloud-based solutions are designed to promote simple, streamlined and secure communications. APP Tech’s Cloud Claims is securely stored in the cloud, enabling a single point of truth across various policies and data records without requiring spreadsheet coordination. As team members submit incident details to Cloud Claims, management can access this information from anywhere at any time and gain a comprehensive view of their organization’s risk health. Cloud Claims also offers unlimited file storage, enabling enhanced scalability and team coordination.
Lastly, cloud-based solutions like Cloud Claims offer multiple layers of security, including industry-approved encryption features. As a software as a service (SaaS) provider that maintains a SOC 2 Type II annual report, we hold ourselves accountable for protecting our customers’ data, providing robust security and implementing automatic system upgrades.
Mobile Access
Platforms that allow seamless mobile use do more than offer convenience — they enable organizations to proactively mitigate risks and resolve incidents before employees file claims. Cloud Claims is built to allow accessibility from any device, enabling FNOL from the field. This allows claimants or supervisors to submit FNOL data to Cloud Claims immediately after an incident at the site, allowing for more accurate and timely data capture.
Claims or risk managers can access FNOL data from their phone, tablet or laptop to make prompt decisions. If a claim is filed, claimants and other stakeholders can track the claim status through a portal on their mobile devices, reducing the need for back-and-forth communications.
User-Friendly Dashboards
Software is only valuable if team members use it. Thus, it is important to have an intuitive system. Cloud Claims was designed to allow users of various skill levels to gain insights from data and generate reports quickly, encouraging adoption and enthusiasm. The user-friendly dashboard features a straightforward, drag-and-drop configuration for easy customization. Users can arrange the interface to provide instant insight into selected claim activity upon logging in. For example, risk managers can instantly view loss trends, claim status or other key information they want to see in their dashboard.
Simplified and Robust Reporting
Unlike Excel, claims management software is specifically designed to assist self-insured organizations in collecting and analyzing claims and risk data so they can quickly digest information and improve decision-making with actionable insights. Cloud Claims simplifies data analytics and reporting with turnkey reports for common applications like loss runs. Its drag-and-drop features, such as the ability to group by dragging column headers, allow quick and easy customization. Its intuitive, drag-and-drop functionality also enables ad hoc graphs for fast analysis of live data and rapid decision-making.
Incident-Based Design
Traditional approaches to claims management focus on data analysis after a claim is filed. By contrast, an incident-based approach to claims management emphasizes accurate and timely data collection at FNOL to support effective root cause analysis. It enables teams to learn from near-misses, develop proactive risk mitigation and intervene before a claim is filed.
Cloud Claims is uniquely built with an incident-based architecture to streamline incident reporting and promote efficient risk management. With Cloud Claims, stakeholders can upload photos, videos and documents from the field using their mobile device. The software integrates seamlessly with stakeholder systems and notifies the appropriate parties of incidents automatically. Additionally, stakeholders can easily track multiple claims from a single incident to gain insight into the underlying cause and its financial impact.
Cloud Claims does not require re-keying the same information for different claims connected to the same incident. Other features, like the ability to organize documents by tags or email them to stakeholders directly from Cloud Claims, streamline communication.
Try a Modern Approach to Policy Management Systems
Insurance software is built with efficiency-enhancing features and without the limitations of Excel. If your organization is ready to elevate your claims and risk management processes, consider implementing a purpose-built solution like Cloud Claims.
We can help your organization seamlessly transition out of Excel and into Cloud Claims with tailored onboarding and quick deployment. With our 100 percent successful implementation rate, you can be sure the transition will be seamless. Contact us today to start a conversation or schedule a tailored Demo.
https://apptechllc.com/wp-content/uploads/01-Why-Excel-Is-Not-a-Suitable-Claims-Policy-Management-System.jpg6001195webfxhttps://apptechllc.com/wp-content/uploads/logo-color.pngwebfx2024-12-16 16:16:082024-12-16 16:16:08Why Excel Is Not a Suitable Claims Policy Management System
