Modern claims management isn’t just a back-end process — it’s a competitive advantage. A well-functioning Claims Management System (CMS) helps IA firms process claims faster, increase accuracy, and reduce administrative burdens. But when that system shows its age, it doesn’t just slow down operations — it limits growth.
Outdated CMS platforms drag down efficiency, frustrate staff, and expose firms to security risks. Recognizing the warning signs early can save your firm from bigger issues down the line.
Here are five clear signals that it’s time to modernize your claims system, plus a look at how addressing these issues can boost your firm’s performance.
5 Signs Your Claims Management System Is Outdated
Outdated claims systems don’t just slow down your workflow — they actively prevent your firm from scaling, innovating, and keeping up with industry changes. Here’s how to tell if your system is overdue for an upgrade.
1. Unreliable system performance with constant downtime
An unreliable CMS doesn’t just disrupt operations — it grinds them to a halt. A system that frequently crashes or lags costs you time, money, and patience.
If adjusters must constantly “try again later” because of system freezes, something needs to change.
- Interrupted claim processing: Adjusters can’t work efficiently if the system goes down mid-claim.
- Increased IT expenses: Constant troubleshooting and “quick fixes” from IT drain your budget and resources.
- Damaged client trust: Delays caused by system failures leave clients waiting longer for claim updates.
What this means for your firm: If your CMS is more “off” than “on,” it’s time to stop putting band-aids on a broken system. A modern CMS offers reliable uptime, cloud-based access, and continuous system updates that prevent downtime from becoming a recurring problem.
2. Your system can’t integrate with modern technology
The insurance industry is rapidly adopting AI-driven analytics, automation platforms, and third-party tools like XactAnalysis and Symbility. If your CMS can’t sync with these technologies, your firm is already behind.
- Lack of third-party integrations: If your system doesn’t “talk” to platforms like XactAnalysis, you’re stuck with manual data entry.
- Missed out on automation opportunities: Integration with AI tools allows for automatic claim assignments and predictive analytics.
- Data silos: Systems that don’t integrate create isolated datasets, making reporting, forecasting, and decision-making slower and more difficult.
What this means for your firm: An integration-friendly CMS allows your firm to work smarter, not harder. Modern CMS platforms come with APIs that make connecting with tools you already use easier, so you don’t have to overhaul your whole tech stack.
3. You’re stuck doing everything manually
If adjusters spend more time on data entry than on claim assessments, your system isn’t helping them—it’s holding them hostage. Automation isn’t just a nice-to-have; it’s essential for any firm trying to reduce processing times and reduce human error.
- Manual data entry: Adjusters waste time entering claim details, causing delays and introducing mistakes.
- Repetitive follow-ups: Manually tracking claim status means adjusters have to chase updates instead of focusing on new assignments.
- Lack of notifications or task triggers: Modern CMS platforms send automatic alerts to adjusters, keeping claims on schedule.
What this means for your firm: Automation reduces the time it takes to process and close claims. When your CMS handles repetitive tasks, adjusters can focus on high-impact work, not busy work. This shift increases productivity and speeds up claim cycle times.
4. Employees complain about the system’s usability
A system that’s hard to use will always face resistance from employees. Adjusters shouldn’t have to “figure out” how to use a CMS — it should be intuitive. If you’re hearing complaints about clunky workflows or time-consuming navigation, you’re overdue for an upgrade.
- Outdated user interface (UI): Adjusters get frustrated with confusing menus, excessive clicks, and hard-to-read dashboards.
- Long training times: New hires take too long to learn the system, slowing onboarding.
- Low staff engagement: Frustrated employees are less likely to engage with tools that don’t support them, leading to lower performance and morale.
What this means for your firm: The better the user experience, the faster your team gets up to speed. Modern CMS platforms are designed for simplicity, featuring dashboards, drag-and-drop functionality, and intuitive navigation. This reduces training time and makes daily use feel effortless for your team.
5. You’re unsure if your system meets security and compliance standards
With data breaches on the rise, insurance firms must prioritize security. If you’re unsure whether your CMS complies with current standards or offers basic features like multi-factor authentication, it’s a sign your system is past its prime.
- Data vulnerabilities: Older CMS platforms may lack the encryption protocols to protect sensitive client data.
- Compliance risks: Failure to comply with new data privacy laws (like GDPR) could result in costly fines or lawsuits.
- No audit trail: Without a record of every action taken on a claim, your firm is liable in disputes.
What this means for your firm: Security is non-negotiable in today’s claims environment. A modern CMS offers role-based access controls, multi-factor authentication, and real-time audit trails. These protect your data from breaches and help you maintain compliance with industry regulations.
What Should You Do Next?
If these signs sound familiar, your CMS isn’t just outdated — it’s a liability. It’s easy to ignore system flaws until a serious problem arises, but by then, the damage is done. An underperforming system costs your firm time, money, and competitive edge.
The good news is that modernizing your Claims Management System doesn’t have to be an overwhelming process. Focusing on automation, integration, and user-friendly design will yield a clear return on investment. Your adjusters will spend more time handling claims and less time handling tech issues.
Ask yourself: Is your claims software holding you back? If so, it may be time to invest in a system that supports efficiency, growth, and security.
Susco has solutions
Ready to upgrade? Susco has over a decade of experience building custom CMS solutions for IA firms. We help you modernize with features that match your business goals, not just industry standards. Get in touch today so we can schedule your free one-hour assessment.