September 2016 E-Bulletin for E-Subro Hub

This month's E-Bulletin topics include:

  1. System Maintenance, November 2016
  2. Don't Get Locked Out!
  3. Actionable Response Times
  4. Welcome, Zurich Insurance!
  5. Training Resources

System Maintenance, November 2016

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AF is scheduled to perform system maintenance and upgrades. As a result, AF's website will be unavailable from 8 PM Eastern on Friday, November 11, 2016, to 10 PM Eastern on Sunday, November 13, 2016.

We apologize for any inconvenience this may cause our members. AF is committed to continuously enhancing our products and services. We thank you for your continued support.

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Don't Get Locked Out!

Change Your Password

AF member companies select a user password expiration interval of 30, 60, or 90 days for AF's website. The selection is usually based on your company's own internal security protocol.

If the password is not changed within the three grace attempts, the account will be locked. You will need to contact your company's security administrator to have the account unlocked.

Avoid the frustration of being locked out from AF's website. Change your password upon first notice of the password expiration. If you encounter any issues with your password reset, please contact your company security administrator.

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Actionable Response Times

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

In this fourth article of the series, we will review the three guidelines that outline specific time thresholds that apply to E-Subro Hub claim handling.

The Actionable Response Times Guideline states:

The Responder should provide the demand-issuing company with an initial actionable response within 14 calendar days after issuance of the demand.

Upon receipt of an actionable first response, the Demander should then take further action (e.g., Accept, Counter, etc.) within 14 calendar days.

Note: Actionable responses include Accept, Counter, Deny, and Request for Info.

The guideline defines a first actionable response as: 1) Accept, 2) Counter Offer, 3) Deny, and 4) Request for Information.

Investigating is not considered an actionable response because it does not move the action flag over to the demanding party.

This is a good time to look at the four actionable responses as defined in the E-Subro Hub Best Practices document.

Accept: This action should primarily be used when agreeing to the last offer presented by the other party. The handling associate is generally accepting both liability and damages, not just one or the other.

Counter Offer: This action should be used when making an offer that reflects your current assessment of liability and evaluation of damages. The handling associate is generally negotiating both liability and damages, not just one or the other.

Deny: This action should only be used when the claim will be denied in its entirety based on coverage, liability, and/or damages.

Request for Information: This action should primarily be used to obtain additional information or documentation from the other party. This command should NOT be used to provide an investigation or review status to the demander, as status updates are not considered actionable responses. If you wish to provide a status update on the claim, the Send FYI function should be used.

Efficiency is of course equally important to liability handlers, and they seek similar considerations once they have provided actionable responses.

The subrogation associate should respond to a Request for Information or Counter Offer within the same 14-day timeframe. The demander can either satisfy the Request for Information or provide a reason for not completing the request. If a Counter Offer is initiated by the responder, the subrogating party should Accept the current settlement amount, continue the negotiation, or consider an alternate resolution path.

The Claim Resolution Guideline states:

Participating members should make every reasonable attempt to resolve claims within 45 days of demand issuance.

Members are encouraged to withhold from arbitrating claims within this 45-day period if it is believed a settlement can be reached.

The E-Subro Hub review participants agreed that 45 days was a reasonable amount of time for both parties to bring most subrogation demands to resolution. If you read the first three articles in this series you likely noticed that the common thread amongst each of the industry-created guidelines is to expedite the subrogation process and achieve this 45-day cycle time.

The industry does recognize that not all claims can be settled through negotiation and arbitration may need to be initiated to reach a final outcome. However, in the interest of settling claims whenever possible, E-Subro Hub members are encouraged to withhold from arbitrating until the 45-day timeline passes, or they already have reason to believe a settlement will not be reached.

The Payment Guideline states:

Once a settlement amount has been determined, payment should be issued within a maximum of seven days.

This is the final guideline with a specific time frame and probably does not need additional clarification.

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

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Welcome, Zurich Insurance!

Welcome

AF would like to welcome Zurich Insurance to E-Subro Hub, effective October 4. A list of other participating companies is available on AF's website.

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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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