Technology

Actec’s proprietary intake and distribution system was designed and built using Sertec’s twenty-plus years of multi-industry claim and incident reporting experience. Actec’s first notice of loss (FNOL) best practices provide the flexibility to customize scripts to meet your requirements for all major commercial and personal lines and disability claims. All aspects of notice intake are tracked from initial contact through every dissemination of the completed report.

Data is integrated across all contact methods, including telephonic, e-mail, fax, and direct web entry, for consolidated reporting and may be filtered by contact method if needed. Individual notices are immediately transmitted via automated e-mail or fax to any number of recipients, based on the location, type of report and other criteria. Scheduled summary reports are also available, allowing regular electronic distribution of reports daily, weekly, monthly, or by custom period to multiple recipients based on level of management within your organization.

An Avaya Call Center Manager VoIP solution enhances telephonic intake by quickly connecting Intake Specialists with policyholder account information. Call switch statistics are available for management reporting by individual incoming number. Complete call statistics and all associated time tracking, may be summarized and archived down to thirty-minute intervals.

To maintain quality standards, our trainers and supervisors monitor daily, listening to live calls and recordings in conjunction with remote observation of FNOL intake. We record all calls, which are stored as .wav files and readily accessible. Actec uses RightFax to log and distribute in- and out-bound faxes and e-mails for efficient and fully accountable document management.

Data security and privacy of claimant information is paramount at Actec. Actec is in the process of a SAS-70 Type II audit, to be completed this summer. Our employees are trained to follow HIPAA requirements in claim intake and distribution.

All incoming/outgoing emails are scanned for viruses, spam, spyware, etc., by Google and by a separate Barracuda Firewall at Sertec. In addition, Sertec features a segmented network with a data management zone (DMZ) with a database that is not accessible directly from the Internet. User access levels are secured through a separate network and database access layers—and, for clients, through https secured web pages. Sertec also provides:

• Cisco 1841 router with PIX Firewall, IDS, IPS, and VPN
• Secure Socket Technology (SSL) through VeriSign for secure data transactions on the web with secure user ID and password
• PGP, GNU and PGP encryption of data files, incoming and outgoing
• McAfee Virus Scan on all servers and computers
• Windows Defender Anti-Spyware on all computers

• Continuous customer service in case of power failures, equipment failure, or natural disasters
• Dual underground electric feeds from the street
• APC-UPS protection for all major systems in contact centers to keep core computers and report intake workstations up in case of power spikes or flickers
• On-site motor generator (Detroit Diesel 300DSED—300KW) that turns on immediately after any loss of power to provide full power to contact centers, as well as all main servers, lights, and computers on all floors
• Complete hot-site backup from Hewlett-Packard, including report intake stations, telephones, and co-location of one of Sertec’s computers, etc.
• Annual testing of Hewlett-Packard hot-site
• Capability to transfer service to Hewlett-Packard in 2-3 hours in the event of a disaster

• Sertec features two parallel core Sun computers, M-4000 and V-890, both with RAID, running Solaris 10, plus supporting Windows servers.
• Each record is written to two drives on the M-4000 and then replicated on two drives on the V-890 within milliseconds. For added security, the V-890 is located off-site at our disaster recovery vendor, Hewlett-Packard.
• A backup of all calls, data, and programs is made each day. Files are stored in a secure location off-site, resulting in six copies of each record.

• Sertec’s Avaya telephone switch has redundant major components and is covered by a maintenance contract stipulating a maximum response time of two hours and full replacement of hardware and software.
• Sertec uses three telephone companies. Each supplies Sertec with multiple T-1/T-3 service with full redundancy.
• Sertec’s office building utilizes underground telephone lines from the street.
• Sertec maintains Uninterruptible Power Supply (UPS) backup on its phones.
• Sertec maintains report intake workstations in reserve to guard against faulty telephone or computer equipment and to handle your emergency high-volume situations.
• Sertec has arranged with hotels within walking distance to house key employees when inclement weather threatens. Four times during the past eight years, Sertec employees have stayed in hotels in weather emergencies. As a result, service to Sertec clients has not been interrupted.