Insurance Claims Management (ICM) is a revolutionary service provider in the third party claims administration space, offering full services for auto and property claims management. Under the ICM umbrella are two operating units, CodeBlue and HSG (formerly Harmon Solutions Group). These two entities operate independently of each other providing a full suite of leading-edge products to insurance companies, their policyholders and our vendor partners.

Our Mission

ICM’s mission is to develop expert, independent solutions that truly “change the game” for the claims we manage. We specialize in end-to-end outsourcing solutions for high-volume, lower value claims that require urgent, detailed response to deliver the best cost and service outcome.

About Our Location

Our fully operational 24 l 7 l 365 contact centers are strategically located in Eau Claire, Wisconsin and Springfield, Ohio to take advantage of the superior local workforces. We find that the Midwestern values in our communities are ideal for hiring people with strong empathy and service skills to work with policyholders facing an unexpected problem that disrupts their lives. We employ hundreds of full-time and part-time associates at our two redundant call centers. Our state-of-the-art facilities were built with the capacity to seat thousands of subject matter expert claim specialists. We can quickly add incremental staff as business needs dictate due to several agreements with local staffing and training agencies.

Our call center teams go through extensive classroom and call floor training around insurance terms/industry and customer service, as well as Customer Intimacy training based on the client’s program, culture and needs. We use industry benchmark data to ensure we exceed customer expectations. Our standard uses the metric of answering 80% of all calls within 20 seconds, with a less than 5% abandonment rate. We provide all call statistics to our clients via a real-time, web-based portal so that they can access our performance at any time. Clients are assigned a National Account Coordinator who acts as a liaison between our company and the client’s operations to ensure optimal program execution. We also have frequent meetings with our clients to discuss call center performance and to review and enhance program results.

Our Values

We are a values-based company. As such, our values drive all that we do, from solutions design to the way we serve our clients and their policyholders to the expectations and treatment of our employees. Our values are as follow:

• We Deliver a Customer Experience that Exceeds Expectations. We are dedicated to exceeding the expectations of our clients and their customers at every step in the claim resolution process. We deliver the same kind of service to our internal team
• We are a High Performance Team. We reflect professionalism, expertise and superior quality in everything we do.
• We Value Our Associates. We are committed to providing a rewarding work environment to our most valuable business asset – our high performance Associate team
• Partnerships Drive Our Success. We create strong, enduring partnerships with our clients, network and key suppliers in order to execute best practices and deliver the best value
• We Treat Everyone with Respect and Dignity. Every business interaction is based on fundamental respect for one another, and protects the dignity of all
• We Win as a Team. Teamwork guides our communications, actions and responsiveness, in order to achieve our business goals and make our work environment more satisfying