The solution: OnBase
To combat the challenge, MoE invested in Hyland's OnBase. From its earliest implementation, the content services platform bolstered MoE’s legacy system and allowed the insurer to accomplish previously impossible goals the legacy system.
That included a first notice of loss (FNOL) tool, which the insurer built within OnBase using WorkView, streamlining the process. The ability to use OnBase to create business rules allowed MoE to automate the FNOL process, accurately assigning certain claim types to the appropriate adjuster.
Previously, there was no formalized claim process. A call or email would arrive, a customer service representative would manually input information into an ACCORD form, and then it was printed and validated by hand. It was put in a bin, picked up by courier, scanned, and indexed without a claim number. Eventually it was printed again, rescanned, and emailed to a manager who would assign to an adjuster. Assigning a claim number alone could take a half day, if it was lost during the process. Now the entire process takes about four hours.
MoE also leveraged OnBase to bulk-assign claims from adjuster to adjuster – or group of adjusters – as necessary. This was a revelation for MoE employees, who previously reassigned claims manually, one at a time, within the legacy system.
Before long, MoE had the solution deeply embedded within the company’s claims process. Deep enough that you might mistake OnBase for an integral piece of the core claim system rather than a supporting solution.