Property and casualty insurance company
Insurer integrates ECM and core systems for a single, powerful claims solution.
The challenge
With information stored in several legacy systems and an imaging system that couldn't unite them, one property and casualty insurance company was facing two of the industry's most common problems. To overcome these hurdles, it needed a solution to connect critical information with its processes without custom coding.
New policies and policy change submissions used to take two days. Now they take 20 minutes and are available across the enterprise.
— Manager, Document Systems
The solution
Utilizing Hyland's OnBase enterprise information platform, the insurer optimized its claims and underwriting processes. After migrating from its legacy document imaging system to OnBase, the insurer now stores all its documents and information in one secure, centralized electronic repository.
Nearly 200 office locations and more than 1,500 employees, authorized agents and agency support staff quickly access information stored in multiple formats — whether received through email, electronic feed or directly scanned into OnBase. Meanwhile, workflows keep processes moving by automatically forwarding documents and information, notifying stakeholders along the way.
"OnBase allows our business to run more efficiently and empowers users with greater accuracy and speed," said the insurer's manager of document systems.
Integrating with Guidewire ClaimCenter to connect systems
OnBase integrates easily with the insurer's claims management system, Guidewire ClaimCenter. As OnBase captures and indexes new information, it becomes immediately available to authorized users working in ClaimCenter. Staff easily access the documents and related information it needs without having to leave the familiar ClaimCenter interface, speeding processes like reviews and new claims.
"With OnBase, employees have the ability to access the same claim while on the phone together, so they can quickly talk through details. Before, they only had pieces of information; now, they have the entire picture," said the manager of document systems.
Globally sharing to increase access and speed processes
Empowering the entire staff with the instant access to the documents and information it needs, OnBase manages more than 2,300 document types and archives 520 million pieces of content.
By eliminating paper files from its claims department, the insurer reduced the time-intensive administrative tasks that slow claims decisions. Further optimizing the process, OnBase makes it easy to share information, whether around the office or across the state. Now, when a high number of claims come in from a small geographic area, the insurer can handle the volume without overburdening staff or sacrificing service levels with simple load-balancing. With improved information access, staff can better focus on settling claims and providing first-call resolution.
Scaling across the enterprise to meet evolving needs
OnBase is extremely scalable, so organizations can use it in individual departments or across entire enterprises to achieve greater operational efficiency. Capitalizing on this, the insurer will soon use remote scanning to make information sharing even easier. It's also expanding OnBase to take advantage of cost- and time-savings measures with automated document composition, eforms and smartphone access to information for staff in the field.
With OnBase, the insurer has a foundation for continued improvement, giving it a competitive advantage in an evolving market focused on providing exceptional service. Since deployment in 2007, the property and casualty insurer has continually added new functionality - including custom queries - to improve the insurance life cycle and decrease operating costs across the entire enterprise.
With OnBase, employees have the ability to access the same claim while on the phone together, so they can quickly talk through details. Before, they only had pieces of information; now, they have the entire picture.
— Manager, Document systems
The difference
Reduces costs by more than $1.5 million annually
With OnBase, the insurer saves money the following ways:
- Electronic claim files - $824,000: Automating the claims process not only reduces the cost, but also increases its speed and accuracy.
- Postage - $465,000: Instead of storing, mailing, shipping and using couriers, electronic documentation is instantly stored and shared for no cost.
- Electronic archival of claims photos - $214,000: Empowering staff with instant access to any file type reduces claims processing time and costs.
- Outlook integration — $7,900: Minimizing the need for employees to access multiple systems has reduced time spent on each call.
Makes information instantly available to authorized users
With OnBase, customizable process tools ensure that critical information moves securely through different departments, from investigation and adjustment to litigation and resolution.
Reduces risk and eases growing pains
The OnBase scanning tool is hardware agnostic and scalable, making high-quality images and documents available to users sooner and speeding overall processing time. The solution eliminates snail mail and lost mail, removing the security risk of information ending up in the wrong hands.