At Applied Net 2023, Karla Myers, operations manager at Franconia Insurance & Financial Services, participated in an expert panel about why you should be using claims download. Read on for the panel’s answers to a few common questions Applied users may have about this valuable tool.
What is claims download?
Karla Myers (KM): “Claims download” is electronically receiving new claims or updates about existing claims from an insurance carrier via IVANS to the client management system.
What are the benefits of downloading claims?
KM: When claims are downloaded, it eliminates the need for manual entry. This saves keystrokes and allows staff to spend time on more complex tasks. It updates the management system as soon as the carrier sends it, which may be faster than other means. It is also beneficial to have the information for future reference if the policy is being marketed.
Why do I need claims downloaded when I can do a claim inquiry and get what I need?
KM: If you no longer represent the insurance carrier, access to the carrier's agent portal is gone. So, if the claim had not been added manually or had not been downloaded via IVANS, you do not have any record of the claim.
We don’t handle claims so why would we want claims downloaded?
KM: You easily obtain the claim information so that if you no longer represent the carrier, you still have the data.
Must policy (lines of business) download be turned on to use claims download?
KM: No. What you download is a la carte. You can pick and choose from claims, lines of business, commissions, eDocs, etc. They are not tied together.
Will downloaded claims hit suspense? If yes, how do we keep the suspense clean?
KM: Yes. Claims will hit suspense when they are downloaded; however, as soon as the claim is assigned to the account, all future downloads about the claim will automatically assign and avoid suspense. The key to keeping suspense clean is to assign the claim as soon as it arrives.
Which companies offer claims downloads?
KM: To see which of your carriers offer claims download, log into your IVANS account and view the connections report. Claims is the second column from the left. If there is an “A” in the claims column for the carrier’s row, they offer claims download. If you need help finding the report, contact IVANS support.
How are claims downloads turned on?
KM: Contact each carrier that offers claims download and ask them to turn it on for your agency/brokerage/MGA. To find the contact information to request downloads, click on the carrier’s name in the connections report. The interface contacts are listed there — or contact your carrier’s marketing representative if they haven’t provided the information.
Are there any other benefits or tips to downloading via IVANS?
KM: Become familiar with your IVANS connections report. Check it regularly. If there is an “A” in any of the cells, it means that the carrier is offering to download, and you are not yet receiving those items electronically. The more items downloaded into your management system, the more time you’re saving your staff to avoid manual entry, reduce human error, and improve your bottom line. If any carriers are not offering claims downloads, or anything else on the connections report that you would like added, contact the carrier and let them know how beneficial it would be to have the information sent via IVANS.
Like this article? Learn more about claims downloads in this webinar: Peer Insights: eDocs and Messages Download and Claims Download. All webinars are free to ACN members — learn more about membership benefits today.
Karla Myers is the operations manager for Franconia Insurance & Financial Services (FIFS), a Keystone partner in Telford, Pennsylvania. She has experience in Property & Casualty as well as Life & Health. Karla manages the agency's IT and the workflows, training, and systems for all insurance departments of the agency. In addition, she is responsible for new business marketing and advertising. FIFS has been an IVANS Connected Agency since 2019.
Since 2009, Karla has volunteered with Applied Client Network, and was the 2017 ACN Committee Volunteer of the Year. She has served in leadership of the Eastern PA Chapter, as the Chair of the LEAD Committee, as a member and Chair of the Governance Committee, ACN Alliance Governance Chair, and has taught sessions at Applied Net and local chapter meetings.