Member Showcase: Travelers Property and Casualty Company
Denise Sailer (Travelers P&C) demonstrates their newly created complaint database and tracking system for Exchange attendees.
Denise Sailer presented on the design and implementation of a complaint database for a major insurance company. Sailer noted the consumer affairs division was in need of an upgrade as the department was processing inquiries and complaints in basically a manual fashion. Because of the need, she found the migration to the new Travelers tracking system, Consumer Affairs Repository and Tracking System or TCARTS, to be an exciting transition. She noted the new system takes her department from dinosaurs to airplanes—and the change was one that she and her department embraced.
This topic was especially timely for Exchange attendees as many regulators and companies are currently reviewing their systems for accuracy, convenience, and ease of transmission. Showing herself to be an innovative presenter, Sailer noted that after talking to the participants, she chose to abandon her initial presentation in favor of an actual show-and-tell of the new tracking system being installed at Travelers.
Show me
Using projection and her laptop, Sailer walked the group through the exact process by which all inquiries and complaints are captured when coming into the company.
Sailer reviewed the many capacities of the new system, including the automatic communication functions, document storage, sort fields—just to name a few. Simply put, TCARTS provides detailed information that make facilitation and tracking of all inquiries and complaints more manageable and more useful to the company to identify trends and opportunities. She showed how the TCARTS system has the capacity to capture all the information necessary to allow the consumer affairs division to produce meaningful reports for markets, divisions and states.
With 20,000 employees, and 200 offices around the country, Travelers complaints are handled via a coordinator process—limiting who has access to the complaint document file and ensuring all complaints are processed in a consistent and timely fashion across the country—yet within each state’s mandatory timeframe. For consumer privacy and corporate efficiency, Sailer noted that once a complaint file is assigned and accepted only the consumer affairs consultant who is the responsible responder can download the entire file. In addition, the system also provides a variety of checks and balances coupled with a reminder capacity so complaints and inquires cannot get lost in cyberspace.
Sailer shares Travelers P&C tracking process for all inquiries and complaints to the company.
Results, please
The new system provides for Travelers’ five consumer affairs consultants and 200 business-specific coordinators to be trained and synchronized so that they can effectively process the approximately 8,000 annual inquiries or complaints that come to Travelers.
Sailer observed that the migration to a tracking system was not without pain, but ultimately well worth effort. She cautioned anyone contemplating a similar upgrade to fully anticipate the amount of time, thought and effort the process encompasses—this is not a quick or easy fix. A true ICAE participant, she closed with the invitation to any member of the group who is considering a new tracking system to contact her for brainstorming or assistance.
CONTACT INFO
Denise Sailer
Director, Consumer Affairs
Travelers Property Casualty
One Tower Square
Hartford, CT 06183
860.277.1248
djsailer@travelers.com
www.travelers.com
PRESENTATION
Click here to view Sailer’s presentation
