claims quarterly newsletter > modernisation initiatives
November 2018

Gemini expert hub solution

Following the approval to proceed with the Claims Expert Management Hub by the LMA Claims Committee (LMACC) in 2017, a tender process was undertaken from June to October 2017, with Advent Insurance Management Limited being selected by the market and endorsed by the LMACC on 1 November 2017 to deliver the Gemini expert hub solution to the market.

Benefits

The Gemini expert hub will deliver the following benefits:

  • Data: taking an enhanced mandatory data feed from ECF on claims transactions that will allow carriers to understand what their true fee spend is, who they are spending it with, and where fees are being incurred. This allows carriers to make informed decisions on who they use, how they are used, and the value they bring.  
  • Performance: an oversight of performance of claims experts, with the ability to track fee budget erosion, real time dashboards on data captured through the GEMINI platform, and an optional set of monthly or quarterly customer/service KPIs for lawyers and loss adjusters.  
  • Management: allowing a carrier to manage their relationship with their regularly used experts (not TPAs), including the on-boarding of that expert with a market centralised due diligence exercise, and the ongoing oversight of performance. It will also act as a searchable database of experts used by the market, to allow a claims adjuster to identify a suitable expert for a given class of business/territory, and make an informed decision on their suitability.

Current Status

Phase 1 of the Gemini solution will be launched to the market following the completion of market acceptance testing in October 2018. This launch will deliver the Management benefits listed above.

Each managing agent has been invited to nominate two 'super users', who will receive training on the system in early October 2018, with a user manual being published to support delivery to claims adjusters and experts alike.

The design and build of the Gemini expert hub has been completed with input throughout from a group of 16 claims and operational market representatives, to ensure alignment with the original scope, and the delivery of a system that will be beneficial to the claims community.

The delivery of structured data capture from DXC (within ECF) is under negotiation, and a delivery of that linked component to complete the delivery of data between claims that are managed via ECF and Write-Back, and the performance of experts is targeted for Q1/Q2 2019.

Relevance to Future Claims Model

Although this project was instigated before the current wave of activity on TOM Claims, the TOM team have been consulted to ensure the delivery is aligned with the TOM programme. The solution is a stand alone and transportable solution that deals with a specific area of focus. Data is being captured in a structured way so that it is more reliable, and capable of being reused. We have partnered with an agile vendor using easily configurable technology with easy integration points to other systems/platforms. There is no dependency on any legacy system or platform.

DA claims data is undergoing some major transformation at present with the delivery of DA SATS. The transition from bordereau to straight through processing will make it possible to extract fee spend data from delegated claims entities (TPAs and coverholders), and that is certainly something GEMINI can take full advantage of in the near future to give a clear view of ALL expert spend data, i.e. open market and DA claims data.

Attached below is the latest update on Gemini.

Gemini update
(Adobe PDF File)