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Virtual Claims Adjuster : A Better Way to Resolve Claims Faster

John Varghese, President and CEO, Virtual Claims AdjusterJohn Varghese, President and CEO
Growing up, Lee Picano was naturally drawn towards the insurance industry – the biggest influence during his formative years being his father who owned a claims adjusting firm. He took up claims adjusting as a profession and spent seven years in the field. But his true calling was technology, which led Picano to switch gears to pursue his passion – software development. Yet the claims adjusting bug never left him. Going further in his career as a software developer, he decided to use technology to develop an efficient, easy-to-use claims handling application. Being a former adjuster, he knew very well what would make things easier for adjusters; being a highly skilled developer, he knew exactly what to build. With this in mind, Picano came up with an inherently customercentric claims management system with end-to-end functionality that adjustors could easily handle. The result was his brainchild Virtual Claims Adjuster (VCA). Today, the adjuster-turned-software developer currently serves as the chief technology officer.

VCA is a completely web-based SaaS platform designed to streamline the claims processes for insurance companies and help them manage workflows and trends. “VCA was one of the first SaaS applications in claims software. It’s an intuitive, easy-to-use system, built by an adjuster for adjusters,” says VCA president and CEO, John Varghese. With a plethora of features like remote access, performance metrics, image capture, audit features, address mapping, and auto-dialing, VCA aims to fully automate its clients’ claims management processes, freeing up adjusters from repetitive tasks. By bringing data to the forefront, adjusters gain insights into the decision-making process and resolve claims faster – and smarter.

With clients like tier-3 and tier-4 insurance companies, managing general agents (MGA), third-party administrators (TPA), independent adjusting firms, captives, CATs and self-insured entities dealing with thousands of claims, VCA is focused on being highly customer service-driven. “Our customers get treated with very fast turnaround times – both from a sales perspective and from a technology perspective. That is one of our key USPs versus other providers,” notes Varghese.

Creating a Differentiating Edge

Indeed, setting oneself apart is key when the steps in the claims process are the same across all insurance companies – right from filing and addressing to adjudication and remediation –albeit with minor workflow tweaks. Excellent customer service thus becomes a major differentiator. “The way to differentiate yourself is to make your client’s life easier, more efficient, costeffective, and intuitive,” says Varghese.


VCA was one of the first SaaS applications in claims software. It’s an intuitive, easy-to-use system, built by an adjuster for adjusters

To this end, VCA – having the capability to handle from 60 to more than 10,000 claims a month for each client – offers easily configurable and customizable modules in both its standard and enterprise versions.Catering to the specific needs of small, mid-sized and large insurance firms at a much lesser cost than other players in the industry is yet another reason why insurance companies choose VCA.

For smaller firms, VCA has an off-the-shelf, standard license set that’s configurable and offers customizable workflowsout-of-box.For larger firms, VCA’s enterprise license provides robust customization, API and platform integrations – and a 4-to-6-week implementation cycle, during which VCA personally trains their clients to acquaint them with the system as part of the software onboarding process. In case of catastrophes, such as natural disasters resulting in a spike in insurance claims, VCA can expedite the training process and prepare clients to use its platform within a matter of hours. “We have a white-glove hand-holding exercise where we work closely with our customer success team,” Varghese mentions. Additionally, VCA runs adjuster training webinars that provide information on VCA’s numerous features and upcoming enhancements, to help them save as much as 30 percent. For one customer, VCA automated their invoicing process, resulting in savings of more than 4,500 hours every year! It’s no wonder more than 160 insurance entities across 15 countries rely on VCA’s InsureTech to help them resolve millions of claims faster.

The cherry on top is of course VCA’s Lloyd’s certification. VCA happens to be the first software provider to comply with the stringent Lloyd’s of London Bordereau specifications. Having many Lloyd’s clients, VCA knows how to simplify reporting for the Lloyd’s market. Varghese mentions a European insurance company that specifically selected VCA as their claims engine platform to aid their business expansion goals, owing to the standards and processes developed by VCA for the Lloyd’s market. VCA helped the company develop and automate their entire claims process, leading to successful expansion in the US. “They are working with us to have VCA connect downstream with their TPAs and adjusting firms, so that we become the standardized engine across their distribution channel,” Varghese informs, adding that VCA will continue to assist the company in realizing its business goals.

The road ahead for VCA seems to be an exciting one, with data analytics and artificial intelligence joining the ride. Incorporating these is the upcoming VCA analytics engine, which, according to Varghese, will further act as yet another differentiator for VCA. Coupled with new features like payment processing capability and check writing, VCA is all set to become the game-changer in the claims management industry. And there’s more. “There are opportunities to either expand into policy management, or integrate more into policy management systems and offer a claims engine within it,” Varghese informs. Committed to expanding and innovating its product line, VCA promises to add value to the insurance industry by providing a faster way to resolve claims.

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Top 10 Claims Processing and Management Solution Companies - 2021
Virtual Claims Adjuster

Company
Virtual Claims Adjuster

Headquarters
Ontario, Canada

Management
John Varghese, President and CEO

Description
Offers a cloud-based SaaS application to automate and streamline claims processes in the insurance industry