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 center is strategically located in Eau
Claire, WI, to take advantage of the superior local workforce. We find that the
“Midwestern Values” available in Eau Claire are ideal for hiring people with strong
empathy and service skills to work with policyholders facing an unexpected problem
that disrupts their lives. The company currently employ 250 full-time and part-time
associates and have the capacity for a 425-seat call center. We can quickly add
incremental staff as business needs dictate, due to several agreements with local
staffing and training agencies. Our backup call center is located a short distance
away in Chippewa Falls, WI. It is on a different power grid to provide a quick,
turn-key operation in times of need.
Our call center team goes 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 utilize 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 service 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