May 2016 E-Bulletin for E-Subro Hub

This month's E-Bulletin topics include:

  1. Demand Details Requirements
  2. Arbitrate Directly from E-Subro Hub
  3. Training Resources

Demand Details Requirements

In 2016, we are featuring a series of articles in the E-Bulletin for E-Subro Hub to highlight individual guidelines that went active on February 15, 2016.

In this second article of the series, we will review the guideline that addresses the information needed to assist the responding party in locating an active claim or initiating a First Notice of Loss (FNOL).

The guideline states:

While prior contact with the responding party is not a requirement, when issuing a demand, all efforts should be made to provide the following to facilitate claim handling:
  • The correct responding company
  • A valid claim number for the responding company
  • Accurate information in all required fields

While the information listed in the guideline is straightforward, errors are made on occasion. Selecting a responding company in the E-Subro Hub system is designed to be quick and efficient; however, there are many companies with commonalities in their names and subsidiaries that can easily be confused. When entering a name in the company search field, if only part of the name is entered, it is important to ensure that the company selected is the correct one.

In the ever-changing environment of subrogation, a company may be active in E-Subro Hub but have an associated entity with a different AF company code that is not active in E-Subro Hub. A Demander cannot assume a claim will be handled across two separate entities, even if there is a known relationship. This is true if the companies are both active in E-Subro Hub as well. A demand cannot be issued against one company code and be routed to the affiliated company with a different company code.

Image of an insurance claim form

Entering a valid and accurate claim number for the responding party provides the most efficient path to the responding claim associate and, by extension, a quicker resolution. The active claim number generally means the claim has been created and assigned; an investigation is under way; and the other party is better prepared to respond to an inbound demand.

The E-Subro Hub demand has very few required fields, which supports the notion that those fields have a greater degree of relevance and that their accuracy is important. The system will not let the Demander proceed with the claim until these entries are complete, but only the user can confirm the accuracy of the data. As with the claim number, the Demander's and Responder's insured/driver information, and the date of loss, provide more information to narrow a claim search and assignment. The state of loss is the parameter that E-Subro Hub uses to forward the demand to a responding company's primary routing unit.

If a valid claim number is not available, then two or more of the following should be provided for the responding company:
  • A valid policy number
  • An insured driver or policy holder information (e.g., insured name, phone number, address)
  • Insured vehicle information (e.g., VIN, license plate)
  • Any additional information than can assist the responding company in locating an active claim or initiating a new claim

If a Demander cannot readily identify an active claim number, it has the option of providing a valid policy number. However, in this situation, additional information becomes even more important to expedite the claim-handling process, as it is more likely the demand will be a First Notice of Loss to the responding party. The driver/policy holder information with a date of loss and vehicle information will assist in creating a new claim. Any additional information will be helpful to the responding party when a claim number is not provided.

If a valid claim number or two or more of the above alternatives is not available, then contacting the responding company is necessary.

While E-Subro Hub allows for much of the necessary communication and negotiation to take place online, it is important to note that there are times when contacting the other party outside of E-Subro Hub is appropriate.

E-Subro Hub members are encouraged to adhere to this and all E-Subro Hub industry guidelines.

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Arbitrate Directly from E-Subro Hub

Did you know that you can send a demand to arbitration directly from E-Subro Hub? This eliminates the need to re-enter docket details or resubmit evidence. When you move a demand into arbitration, all of the information associated with the demand is transferred into Online Filing for arbitration.

Follow these steps to move a demand to OLF for arbitration.

  1. Open the demand.
  2. Review the Damages & Liability tab.
  3. Review the Evidence tab.
  4. Confirm Arbitrate decision.
  5. Select Negotiate, and then select Arbitrate.
  6. Complete the Arbitrate prompts.
  7. Complete the Online Filing tabs and submit the docket. Additional Respondents can be added once you are in OLF.
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Training Resources


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.

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