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The Signature Process
KEEP PACE.. Households change!
Consider that every hour there are over 6,000 driver's licenses issued.
Additionally, 25% of workers change jobs each year. Many of these changes will
affect risk exposure. Obtaining up-to-date policyholder information is critical
to risk management. The ability to assess these risks and collect the
associated premiums will impact a carrier's overall profitability.
THE CHALLENGE... Capture the updates.
A superior rate recovery program will address two fundamental questions... "Which
policyholders do I contact?" and "What is the best contact method to use?".
Furthermore, a successful program must comply with numerous stakeholder
requirements (policyholders, agents, underwriters...).
THE SOLUTION... Use OutServ's Signature Process.
OutServ's Signature Process integrates the three critical facets
of a superior rate recovery program: Predictive Policy Selection, Preferred
Customer Contact Method, and Stakeholder Buy-in.
POLICY SELECTION... Profit from industry-wide knowledge and experience.
 Effectively identifying which policies are likely
to contain rating errors or risk quality opportunities requires extensive
analysis and resources. OutServ created a Policy Selection Engine to focus
recovery efforts, minimize costs and maximize results. Our Policy Selection
incorporates proven rate-pattern algorithms with strategic external data
sources and demographic research.
Our clients can leverage (typically at no additional cost!) this dynamic,
predictive modeling tool built on solid experience from uncovering millions of
misrated policies. OutServ will assemble a unique Policy Selection Model to:
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Meet budget requirements and processing capacity.
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Maximize the probability of recovering unearned premiums.
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Generate exceptional ROIs.
CUSTOMER CONTACT METHOD... Your Customers say there IS a better way!
The technique or approach used to engage the customer greatly influences the
overall success of a rate recovery program. OutServ analyzed marketplace
trends, which revealed clear consumer preferences:
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97% of Americans surveyed said that they dislike unsolicited telemarketing
calls. (Privacy Corps)
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More than 57% of the adult population is now enrolled in the Do-Not-Call
Registry. (Harris Poll)
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The average American gets called 2 to 3 times per day by a telemarketer. (Diana
Mey)
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Those who think that not being disturbed at home is extremely important have
increased from 49% in 1994 to 62% now, as a direct result of the growth of
telemarketing calls. (Harris Poll)
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In a market study of over 144,000 auto policyholders asked if they prefer to
respond by mail or phone, 96% of the respondents preferred mail surveys.
(OutServ, Inc.)
Considering the research, OutServ developed a customer-preferred approach,
which drastically reduces the number of customers who require a phone call.
This strategic approach is based on a simple yet powerful premise that...
"Customers will voluntarily provide highly accurate rating information through
a customer-signed document if given the chance to respond at their own
convenience."
STAKEHOLDERS... Consider all of the players-get buy-in!
Rate recovery programs based solely on underwriting requirements may not get
the organizational/customer buy-in needed to be successful. Significant
complaints, rework, and retention concerns develop when the needs of all
participants are not considered. OutServ's Signature Process incorporates the
major needs of each Stakeholder impacted by the process. Agents, policyholders,
underwriting, processing teams, IT departments, claims, management, and finance
are each considered and supported. OutServ has addressed multiple service
elements to facilitate a seamless integration and secure buy-in.
THE SIGNATURE PROCESS... OutServ brings it all together!
 OutServ's Signature Process strategically applies
a structured sequence of direct mail, phones and postcards, which delivers:
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Mail survey response rates averaging over 70%.
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Total response rates in excess of 90%.
Our proven professional surveys allow policyholders to accurately document the
necessary rating information that otherwise may not be readily available during
an unexpected phone call. The survey also paves the way for our phone
professionals to call any customer who chooses not to respond by mail.
The Customer-signed documents are invaluable to stakeholders in managing
customer inquiries and avoiding complaints or disputes. In addition, customers
who sign a document are less likely to provide fraudulent information. Upon
request, our "Facts-Back" service can provide your agent, underwriter or claims
adjuster a copy of the survey.
SIMPLY STATED... OutServ is your clear choice for superior rate-recovery!
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