Ventiv Technology

AUTOMATION Tribal First uses business rules in Ventiv Claims to automate all kinds of processes that would otherwise be done manually. "It's all about the automation nowadays," Chapin states. "It's a big priority for us to get everything into notes or our calendars. Having business rules to manage all of those things in Ventiv Claims has been extremely helpful." Below are some of the rules the Tribal First team has set up. » Reserves are set automatically based on claim information. » ISO information is automatically copied to notepads. » Users are notified when a claim has gone to litigation or payments have exceeded a limit. » Users are sent reminders to look at claims after a set time has passed. Chapin describes how business rules enable Tribal First to provide a better customer experience: "The rules we have in place allow us to move at the speed our clients expect and to manage claims based on their specific needs and rules." WHEN TRIBAL FIRST INITIALLY ADOPTED Ventiv Claims in 2001, Lindsay Chapin was one of only a handful of people using the system, which was simply being used for data entry and document scanning. "At that time, we were still very much a mom-and- pop shop," Chapin explains. "We were just beginning and still building. There were maybe four claims adjusters at the time." Seventeen years later, Tribal First has more than 100 internal Ventiv Claims users and has customized the system to serve as their TPA's right hand. "Tribal First has done a lot of growing throughout that time, and we've been able to mold the system to do the things we've needed it to do," Chapin says. "If something new comes up, then I work with our friends at Ventiv to figure out how to do it. For example, we recently brought on a new line of insurance. We were able to figure all of that out with the technology we currently have. There really hasn't been a business need that has come up that we haven't been able to solve with the existing technology." Although Tribal First is the clear leader in their sector of the market, the company continuously pushes to improve the experience for their customers. Chapin talked to us about some of the key ways their team uses Ventiv Claims to accomplish this goal. 34 | 3SIXTY ° VENTIV TECHNOLOGY

• Cover