OnBase helps Kansas City Life Insurance Company get nod as a 2010 Celent Model Insurer

March 09, 2010

Recognized for ECM strategy that led to higher productivity and better customer service

CLEVELAND – March 9, 2010 – For insurers, it’s one thing to find the right technology. Using it strategically to make a difference across the organization is quite another. Kansas City Life Insurance Company was able to make this happen when it identified a need for enterprise content management (ECM). But instead of looking at it as software, Kansas City Life created a comprehensive ECM strategy with the OnBase ECM software suite as the foundation. Because this unique approach improved processes in claims, IT, customer service and more – not to mention that it helped save a net $3 million – Kansas City Life was recognized as one of Celent’s 2010 Model Insurers.

“It’s important that insurers understand one thing: ECM isn’t just a piece of software that gets plugged into a single department – it’s an organizational strategy,” said Eric Willis, insurance marketing manager for Hyland Software. “Kansas City Life gets this. They see opportunities to save time and money with ECM everywhere there are business processes and content. So naturally, all of their business plans include ECM. It’s this approach that has helped them to maintain their noted level of customer service, and, of course, receive this prestigious recognition.”

Needing to improve efficiency to keep meeting service requirements, Kansas City Life formed its ECM strategy. The plan involved several components, including OnBase, and benefitted several departments including customer service, IT and claims. Here are a few notable results:

Ten percent of claims are automatically processed electronically from start-to-finish

Sixty percent of claims are now paid within four days

Customer service representatives now have instant access to all documents for a given policy holder

Agency licensing department processes are 80 to 90 percent paperless

Kansas City Life Insurance Company’s recognition was part of the Celent Model Insurer 2010: Case Studies of Effective Technology Use in Insurance report. It covers technology best practices in areas such as claims, distribution, underwriting and policy administration. The report also reviews IT best practices and measurable business results used in evaluating the Model Insurer.

For more on Kansas City Life’s ECM strategy, Steve Ropp, the insurer’s Vice President, Operation Services, will be presenting at this year’s ACORD LOMA, May 24 to 26 in Las Vegas. The session is called “Enterprise ECM: Technology Is the Easy Part.” Kansas City Life works with Authorized OnBase Solution Provider Cutting Edge Solutions.

   
Want more ECM insight? Check out the new Hyland blog – http://blog.hyland.com

 

Insurance news release