Qualifying E-Subro Hub Demands
In the first quarter of 2015, AF formed a team to conduct a complete assessment of E-Subro Hub, which included an in-depth review of the members' user experience, workflows, and processes.
The team's core objective was to assist the membership in updating the E-Subro Hub Industry Guidelines, which were originally established in 2009. At that time, E-Subro Hub participation was limited to 13 members, and by year end, just 38,577 demands had been issued. In 2015, E-Subro Hub had an end-of-year volume of 1,488,345 demands.
The E-Subro Hub assessment successfully led to the establishment of revised industry guidelines that will help ensure E-Subro Hub benefits AF members in the years ahead.
In 2016, we will feature a series of articles in the E-Bulletin for E-Subro Hub to highlight individual guidelines that went active on February 15, 2016.
The first guideline we will review centers around what constitutes a qualifying E-Subro Hub demand:
E-Subro Hub is used for auto physical damage claims.
Note: This may include motorcycles, recreational vehicles, trailers, and ATVs/UTVs.
The original 2009 guidelines simply stated that E-Subro Hub would be used exclusively for auto physical damage claims. After reviewing member claim handling practices, it became clear the definition of "auto physical damage claims" needed to be clarified and expanded. Subrogation associates do use E-Subro Hub to issue demands for claims involving motorcycles, recreational vehicles, trailers, and ATV/UTVs. Additionally, responding companies have routinely accepted and processed these demands the same as they would a typical automobile claim.
The core definition of "auto physical damage claims" remains unchanged, but the revised guideline allows for the inclusion of specialty vehicle losses. It is important to note, however, that these specialty vehicle claims fall outside E-Subro Hub workflows for some members, meaning they are not handled in the E-Subro Hub system.
Given that not all specialty claims will be handled in E-Subro Hub, it became necessary to include the following addendum to the qualifying E-Subro Hub demand guideline:
The responding party's E-Subro Hub workflows may not accommodate these additional claim types. When the receiving party will not work the demand in E-Subro Hub, it should:
- Make a copy of the demand and forward it to the adjuster who is handling the claim, and;
- Send a Request for Information to the demand-issuing company that includes contact information for the claim-handling adjuster, informing it the demand will be handled outside E-Subro Hub and should be closed in the system.
These additional handling instructions are expected to improve efficiency in scenarios where the receiving party cannot accommodate the specialty vehicle loss in E-Subro Hub. Rather than having the Demander resubmit the demand outside E-Subro Hub, the Responder is encouraged to assume responsibility for making a copy of the demand and forwarding that document to the appropriate claim handling personnel. The Responder would use the Request for Information command to advise the Demander to close the E-Subro Hub demand, provide a reason for why the demand is being pulled from the E-Subro Hub workflow, and list the contact information for the current claim handling adjuster.
E-Subro Hub members are encouraged to adhere to this and all E-Subro Hub industry guidelines.
Whether you are just joining E-Subro Hub or want a refresher course, we have tutorials and instructional aids that offer valuable information on negotiating demands in the system. Take a look at our E-Subro Hub training resources.