As part of their modernization strategy, the NJM team initially migrated over 30 million documents from their legacy system into Hyland’s OnBase. NJM first integrated OnBase with Guidewire ClaimCenter to manage workers’ compensation claims and associated documents like medical bills and reports.
The seamless integration with ClaimCenter improves the way NJM ingests and stores documentation. As soon as NJM receives information, such as doctors’ reports and investigative material, it is placed in OnBase. Once captured, documents automatically link to related information within Guidewire, and can be easily found and used by NJM team members. Multiple users can simultaneously access files, resulting in the efficient review and prompt resolution of claims.
Workflows generate claims, medical or legal activities based on document type. From the ClaimCenter interface, automated notifications inform adjusters, medical case managers and legal that activities require completion or that documents related to their cases have arrived. These notifications assist staff with the timely resolution of the claims process, as well as prevent NJM from incurring penalties by missing regulatory deadlines.
Since the initial implementation, NJM has found opportunities to expand their use of OnBase across the enterprise.
“OnBase is integral to so much of what we do at NJM. It’s used in virtually every business process, which speaks to a level of confidence and satisfaction in what we’ve been able to do with the solution,” Enterprise Data Architect Devin Lesnever said.
NJM inputs roughly 17 million documents each year and now manages over 300 million in their OnBase solution.
With rapid growth and a continued emphasis on customer experience, the NJM team implemented a new customer service portal. Prospective customers can easily obtain a quote and set up a new policy. Existing customers have access to documents that are stored in OnBase, can submit a claim and update their account.
The foresight to modernize to a digital platform has paid off for NJM. They are now a regional insurance carrier writing personal lines in five states and commercial lines in six states. They have also transitioned to an independent agency model to support their growth in New Jersey and to drive awareness in other states.