To address emerging technologies and the changes in the way the world does business, Pilot Catastrophe Services has developed the claim-handling center of the future, the Pilot Claim Interaction Center. The CIC provides a unique solution to our clients by offering prompt service for fast track claims at a very competitive price.

The CIC links Pilot adjusters, working remotely from home-based offices, in a virtual call center, connected through a common computer system housed at Pilot’s Dallas Facility. Claims are routed from the client (over a secure data link, via E-mail or fax) to Pilot, where they are assigned to a Pilot claim representative based on individual skill sets and state licensing status. The adjuster accesses a claim through his/her assignment queue, reviews the loss, contacts and works with the insured to develop a scope of damages over the telephone.

From an insured’s perspective, the CIC communications solution is seamless. They call a client-dedicated, toll-free number to reach their claim handler. The call is routed, securely, directly to their adjuster’s desktop. Pilot’s CIC support staff, based at our CIC Hub in the Dallas Facility, is available to assist them as well.

The CIC Admin System is the backbone of Pilot’s electronic file capabilities. Designed in-house by Pilot’s MIS department, CIC Admin takes loss report data directly from a client (sent electronically or manually) and provides adjusters with the tools needed to do their job. This secure, server-based data management system contains a paperless claim file for each assignment Pilot receives.

Outsourcing claims to Pilot’s Claim Interaction Center provides a number of advantages to our clients:

PILOT is uniquely positioned to address the future of claims handling, and is re-engineering the claim process to meet our clients’ needs today and in the future. The CIC is the perfect complement to the field services we offer, enabling our clients to serve their customers in new ways. The technology employed in the CIC is adaptable and easily upgradeable, and will ensure that Pilot is a vital part of our clients’ customer response plans for years to come.

• Unparalleled service - most claims resolved with one or two phone calls.
• Cost competitive - Claims can often be handled through CIC for less than the client could traditionally handle the claims – with no compromise in service.
• Rapid resource deployment - Because the CIC adjusters are working from home, the deployment process is significantly shortened. With one phone call, an adjuster can be deployed to a CIC event, and be up and running in minutes or hours, instead of days.
• Cutting-edge applications - and the ability to easily integrate new technologies as they become readily available.
• Flexible Technology - Pilot’s MIS staff has significant experience integrating our CIC solution with our clients’ existing platforms. The CIC application is flexible, and customized solutions can be developed to fit your specific needs.
• No overhead - the CIC transcends the traditional call center and eliminates the need to reserve space in an office for temporary catastrophe operations.
• Immediate access to our experienced workforce - eliminating the need to staff for spikes in claim activity. Our adjusters average 14 years of field experience, which enhances their ability to reach a fair and accurate settlement of an insured’s claim.
• Integrating the CIC into everyday claim handling enables a client to right-size its staffing to ensure maximum efficiency.
• Specialty functions - such as subrogation can be centralized through the CIC, eliminating the need to staff a traditional, bricks-and-mortar facility.