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Case Study

USA Travel Insurance Claims System

Background

Trawick International is a leading USA travel insurance provider. They cover both USA citizens traveling abroad, and foreigners visiting the USA. Products include trip protection, trip cancellation, travel delay, and travel medical. Trawick International has been named one of the Best Travel Insurance Companies three years in a row by Forbes Advisor (2021, 2022, 2023).

The Challenge

Trawick International was using a combination of several software solutions to manage the total claims process. There were different solutions for travel claims, medical claims, correspondence, and customer service desk. Integration to external parties was limited, and in some cases very manual. Processes were slow and inefficient.
Trawick International management saw a demo of Lodestone’s highly automated and integrated specialist travel claims solution. Daryl Trawick recognized the opportunity to extend the travel claims solution, to also cover USA medical claims. This was a challenging undertaking, involving integration to the USA medical provider EDI network (CMS1500 and UB-04 claims); as well as integrating to repricing and UCR agents, an OFAC control check, and payment services.

The Solution

Implementation

In late 2021 Lodestone and Trawick International together set about building out the solution. By mid-2022, core elements of the solution were built, and work began on integrating the system with several 3rd party providers. In late 2022 testing was completed, and due diligence sign off was obtained from the insurer, Crum & Foster. On 1 December 2022 the system went live. It is now successfully processing both EDI medical claims and travel claims.

Results

  • Trawick International can now handle their entire claims process on one system.
  • The system is fully integrated to the USA medical provider system, at several touch points.
  • Previous manual 3rd party integrations are now done automatically via API.
  • There have been large time and efficiency savings to Trawick International.
  • Customers have benefitted from quicker claims processing times.
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