AUTHORITY
Client mandate, jurisdiction, roles, objectives, and system-of-record ownership are defined first.
CLAIMS PROGRAM OPERATIONS
One assignment, one service family, or a governed claims program.
MODLAN can support defined claims functions or coordinated multi-service programs while client authority, program rules, evidence handling, and source-of-record ownership remain explicit.
OPERATING LANES
Different disciplines. One governed program.
01
Intake & Triage
Structured referral, FNOL, routing, and assignment context under client-defined rules.
Explore →02Claim Development
Desktop, field, inspection, file-review, and estimate-support capacity scoped to the assignment.
Explore →03Investigations
Licensed investigative work remains separately governed when the program requires SIU or fact development.
Explore →04Evidence & Integration
Secure exchange, provenance, mappings, reconciliation, and system-of-record controls support enterprise operation.
Explore →PROGRAM LIFECYCLE
Control the handoffs, not just the tasks.
- 01
Design
Define authority, service scope, jurisdictions, escalation, evidence channels, and system-of-record ownership.
- 02
Configure
Map assignment types, roles, client guidelines, secure exchange, integrations, and reporting expectations.
- 03
Operate
Route authorized work to the appropriate claims, investigative, evidence, vehicle, or technical capability.
- 04
Assure
Review quality, access, exceptions, reconciliation, evidence custody, and program-level operating records.
ENTERPRISE PROGRAM DEPLOYMENT MODEL
Services, evidence, integration, and CST can connect without collapsing their boundaries.
Program architecture scales only after authority and control are explicit. The carrier or client remains the source of business authority while MODLAN supplies the approved operating capability.
OPERATIONS
Claims, adjusting, SIU, private investigation, vehicle, or technical work runs inside the authorized lane.
EVIDENCE
Matter evidence moves through controlled ingress, provenance, access, custody, exchange, retention, and disposition.
INTEROPERABILITY
Approved adapters normalize and reconcile authorized data without replacing the client core platform.
CST BOUNDARY
Only approved context crosses into MODLAN-owned CST Protocol™; protected mechanics remain undisclosed.
ASSURANCE
Access, exceptions, reconciliation, control evidence, and program decisions remain reviewable.
ILLUSTRATIVE GOVERNANCE MATRIX
Accountability should remain visible as the program becomes more integrated.
This public matrix illustrates a common control pattern. Final responsibility, approval, consultation, and notification are defined by contract, jurisdiction, professional role, and the client operating model.
A AccountableR ResponsibleC ConsultedI Informed
| CONTROL AREA | CLIENT / CARRIER | MODLAN PROGRAM OPS | SERVICE SPECIALIST | PLATFORM / INTEGRATION |
|---|---|---|---|---|
| Business authorityThe client defines the mandate, authority limits, program objectives, and system-of-record ownership. | A/R | C | I | I |
| Program configurationMODLAN configures the approved operating model; client approval remains visible. | A | R | C | C |
| Claim decisionCoverage, settlement, and claim authority remain with the authorized client function unless expressly delegated by contract and law. | A/R | C | C | I |
| Investigative findingQualified investigators develop and report facts; findings do not automatically become coverage or legal conclusions. | I | A | R | I |
| Evidence custodyCustody responsibilities are matter- and program-specific and must be documented before evidence moves. | A | R | C | C |
| Integration mappingMappings, tenant boundaries, checkpoints, and reconciliation operate only inside the approved integration scope. | A | C | I | R |
| CST intelligence outputCST returns approved decision-support context; protected mechanics remain inside MODLAN. | A | C | C | R |
| Assurance & exceptionsControl evidence, exceptions, access, and reconciliation remain reviewable by the accountable program owner. | A | R | C | C |
PROGRAM LAUNCH GATES
Production should begin only after the operating model can explain who may do what, with which data, under which controls.
These are design gates, not public service-level promises or a substitute for customer-specific security, legal, licensing, or compliance review.
- 01DEFINE BEFORE LAUNCH
AUTHORITY
Program sponsor, permitted services, jurisdictions, decision rights, escalation, and system-of-record ownership are defined.
- 02DEFINE BEFORE LAUNCH
ROLE SEPARATION
Claims, investigative, technical, counsel-directed, and intelligence roles are separated where law, contract, or defensibility requires it.
- 03DEFINE BEFORE LAUNCH
DATA MINIMIZATION
Only the information necessary for the authorized purpose is identified, classified, and approved for use.
- 04DEFINE BEFORE LAUNCH
EVIDENCE LIFECYCLE
Ingress, integrity, custody, participant access, retention, legal hold, and disposition responsibilities are documented.
- 05DEFINE BEFORE LAUNCH
INTEGRATION CONTROL
Tenant boundaries, credentials, mappings, checkpoints, idempotency, retry/replay, and reconciliation are validated before production sync.
- 06DEFINE BEFORE LAUNCH
CST BOUNDARY
Approved context and approved outputs are defined without exposing protected algorithms, scoring logic, schemas, or internal orchestration.
- 07DEFINE BEFORE LAUNCH
ASSURANCE
Access review, control evidence, exceptions, vendor dependencies, incident paths, and audit requirements have accountable owners.
- 08DEFINE BEFORE LAUNCH
LAUNCH AUTHORITY
The accountable client and MODLAN owners approve launch criteria, unresolved exceptions, rollback/stop conditions, and production scope.
AFTER LAUNCH
The program lifecycle continues after implementation.
Review access, evidence, integrations, exceptions, vendors, controls, material changes, renewal, and eventual closeout against the approved operating model.
CONTROL BOUNDARIES
Enterprise breadth only works when authority stays visible.
- Client and carrier authority remain explicit.
- Claims and investigative roles can remain separately staffed and governed.
- Sensitive evidence is exchanged through controlled channels rather than public intake.
- Program metrics and service levels are contractual/client-specific, not public universal promises.
- CST can provide approved intelligence context without becoming the claims system of record.
ENGAGEMENT MODELS
Scale the relationship without changing the control model.
Assignment
A defined task or file-level service with explicit objective and handoff.
Capacity
A service family adds overflow or ongoing capacity under an existing client program.
Program
Multiple MODLAN capabilities operate under one governed program architecture with explicit control boundaries.
MODLAN PROGRAM OPERATIONS
Start with one assignment. Scale only when the operating model is ready.
Program architecture is defined around authority, jurisdiction, data, evidence, role separation, integration, and client guidelines before production scope expands.