Admiral Group Ltd. Successfully Deploys Personal Injury Claims Management Solution from ISO

Claims Outcome Advisor will proactively manage multiple dimensions of £250 million personal injury claims business at Admiral Insurance, Diamond Insurance, Bell Direct and

LONDON, May 15, 2002 — Admiral has successfully implemented Claims Outcome AdvisorTM (COATM), a personal injury claims management solution from Insurance Services Office (ISO), across the Admiral Group. COA will enable Admiral's claims handlers and managers, for the first time, to manage the multiple dimensions of its £250 million personal injury claims business and identify opportunities for early settlement, rehabilitation and early return to work on every claim. This announcement marks the third successful implementation of COA in the UK — following Zurich Financial Services and Highway Insurance — since the company entered the UK market in 2000.

COA has been successfully rolled out to 30 claims handlers in the Admiral Group's two offices in Cardiff and Swansea following a closed claim study, six-month pilot and in-depth cost benefit analysis of the solution. The solution will allow the company to be proactive throughout the whole claims process, gaining greater visibility and management of its claims portfolio to help reduce costs and accurately set reserve levels. COA will be used to empower Admiral's claims handlers with greater information for negotiation and consistent claims management, and also provide managers with statistical information to enable them to measure claims handler performance, compare offices and spot trends in personal injury claims.

Commenting on the COA implementation, David Stevens, underwriting and claims director for Admiral, said: "By their nature, personal injury claims are costs that are difficult to control and are based on a number of factors such as the negotiation skill of the claims handler, how bad the injury is and what the claimant's loss of earnings are. With ISO's Claims Outcome Advisor solution, we will be able to ensure consistency on every claim to help us reduce costs and provide the company with financial stability in our personal injury claims business.

"COA will also enable us to manage the multiple dimensions of our personal injury claims across three companies and 500,000 customers. And with the solution's advanced analytical capabilities, we will be able to measure performance by individual claims handler, office, company and even types of injury and outcome with individual solicitors," Stevens continued.

David Smart, business development director for ISO added: "Claims Outcome Advisor is fast becoming the solution of choice for claims handlers and actuaries. The feedback we received from Admiral's claims handlers during the training and mentoring phase was that, because of COA's in-depth understanding of thousands of injuries and occupations, users are equipped with personal injury claims information that they didn't have before. This enables them to be proactive with every claim and empowers them to be more effective during negotiations with solicitors, ensuring that payouts are more consistent and the best outcome is achieved for all parties."

About Claims Outcome Advisor (COA)
ISO's Claims Outcome Advisor (COA) solution, supplied by its wholly owned subsidiary, ISO Claims Services, Inc., is the industry's first personal injury claims management solution that manages the multiple dimensions of insurance companies' personal injury claims portfolios. COA understands the severity and recovery implications of over 20,000 medical conditions, including injuries, treatments, complications and pre-existing conditions, and 14,000 occupations. COA helps claims handlers, managers and actuaries manage the unique and complex medical, legal and occupational issues presented by personal injury claims and helps ensure appropriate financial arrangements are agreed and implemented. Claims handlers can manage all aspects of a case from first notice of loss to return-to-work plans, rehabilitation and damages.

About ISO
Insurance Services Office, Inc., Limited (ISO) is the UK subsidiary of Insurance Services Office, Inc. — the premier source of information, products and services related to property and liability risk. For a broad spectrum of commercial and personal lines of insurance, ISO provides statistical, actuarial, underwriting and claims information and analyses; consulting and technical services; policy language; information about specific locations; fraud-identification tools; and data processing. Around the world, ISO serves insurers, reinsurers, agents, brokers, self-insureds, risk managers, insurance regulators and other government agencies. ISO customers in the UK include Zurich Financial Services, Highway and Faraday Underwriting Limited. For more information on ISO products, contact ISO at, or visit ISO at

For more information please contact:
David Smart, ISO
Tel: 01252 761351

Philip Szomszor, IBA – PR for ISO
Tel: 01780 721433

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Giuseppe Barone / Erica Helton
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