Pharmaceutical Headache Solved


Client: Pharmaceutical company

ILM Contact: Program Manager


The company needed to process over 1 million potential claims from people suffering due to a malfunctioning medical device. The company also had to meet a strict, court-ordered deadline to receive, process, and settle potential claims.

The sheer volume of claims and accompanying documentation required a system that could receive claims and convert them into an electronic format. The data then needed to be loaded into a database so that a claim determination could be made.

ILM Solution:

ILM created a receiving area to handle multiple couriers (US mail, FedEx, UPS); a process to docket claims followed by claim scanning, and a combination of OCR and data entry of claim information. A custom handling procedure for deficient claims was also implemented.


A successful review of over 1 million claims to determine settlement amounts.