Industry Leadership Award
Brethren Mutual Insurance Company
Advanced Billing Notice Modification
The Advanced Billing notice modification allows the Brethren Mutual Insurance Company to send its customers detailed notices explaining the transactions that transpired and the impact of these transactions to their account. These notices reflect important customer information, such as agent, amounts due, due date, possible cancellation information, reinstatement information and more. Numerous notices are utilized for various situations, such as installment billings, endorsements, cancellations, reinstatements, returned checks and audits. Each notice must meet certain criteria. There are also numerous notices that have additional DAP criteria, which can lead to different information being printed on similar notice types. Brethren issues all policies on a Temporary Bill status. Policyholders are offered multiple pay plans to select from. These pay plans are based on total policy premiums. Installment billing notices are then produced at each installment based on the pay plan selected at the beginning of the term. Subsequent transactions could produce additional notices, such as endorsement notices for additional or return premium, lapse notices, cancellation notices for non-pay, reinstatement notices with or without money due, and various returned check or electronic payment notices. Brethren also processes audits on several lines of business. These transactions produce different notices based on the result of the audit. This modification improves the communication between the company and its publics. A more detailed billing invoice is available, and various payment options are displayed in detail to help reduce non-pay situations by giving clients more ways to budget their funds. Important information, such as reason for invoice, due dates and minimum payment amounts, are conveniently displayed on the invoice, minimizing confusion and questions. This saves time and money by reducing the communications between the client, agent and company.
Farm Bureau Financial Services
Taking Business Analytics to a New Level
Farm Bureau Financial Services has used CSC's Business Analytics product in entirely new ways. Using common database management software, the company has developed dynamic renewal reports that combine elements from many Business Analytics reports to allow extra scrutiny on certain renewal policies. This innovative use of static data from Business Analytics lets management fast track renewals that meet certain criteria and focus the underwriters’ efforts on the worst 20 percent. The remaining policies are handled with little review by a renewal team. Criteria of the call-outs can be changed monthly depending on the needs of business unit management. This dynamic structure has been shared with the working group for the betterment of the entire community. At CSC Connect 2009, Farm Bureau Financial Services met with the CSC Business Analytics team to jointly develop additional strategies for even more dynamic functionality within the Business Analytics tools. The company shared with CSC development staff more than 100 in-house-developed Business Analytics reports to harvest back to the base product for use by the entire community.
Florida Peninsula Insurance Company
Marshall & Swift/Boeckh Real-Time Integration with Agency Link
Florida Peninsula worked with CSC to enhance Agency Link by adding a real-time link to order replacement cost reports from Marshall & Swift/Boeckh (MSB). The link automatically returns actual replacement cost information to the application in a format that can be used for both analysis and automated underwriting. After the policy is bound, the MSB quote number is automatically converted to the policy number for easy retrieval by agents and underwriters. Reports can be accessed, viewed and updated in Agency Link, and hard copies are stored and available for reference within Media Management.
In 2010, Florida Peninsula also introduced Agency Link enhancements to give agents real-time access to the MSB replacement cost report, which is maintained with the policy. Agents are now able to easily view, edit and update the MSB replacement cost report during an endorsement.
Automatic ordering of MSB replacement cost reports is important because it provides significant cost savings to agents and underwriters. The process of viewing, changing and updating replacement cost information is now blended seamlessly with the application, saving agents time and money. Underwriters are better able to verify the information in replacement cost reports to ensure accuracy and completeness. Replacement cost estimates are automatically updated each year by inflation factors and during the endorsement process. The process of creating, storing and updating policy replacement costs has been greatly simplified with Florida Peninsula’s Innovation Community enhancement to integrate the MSB link into Agency Link’s new business and endorsement workflow for agents and underwriting.
Idaho Counties Risk Management Pool
Document Management System
Idaho Counties Risk Management Pool (ICRMP) was formed in 1985 by several Idaho counties at a time when private insurance markets were no longer available to local governments. The program is now the primary source of property and casualty loss protection for Idaho local governments, including counties, cities and special purpose districts.
To implement a document imaging solution for RISKMASTER X, ICRMP worked with CSC and PaperVision® Enterprise to customize the RISKMASTER X document management module so that all documents created for or attached to RISKMASTER X claims are passed to the PaperVision Inhouse Document Management Solution.
Login credentials and claim identification information are passed from RISKMASTER X to PaperVision via a Web service, in a process that appears seamless to the user. In addition, files generated via Word merge in RISKMASTER X are also passed to PaperVision.
Indiana Farm Bureau
All-in-One Customized Billing
As described in a May 2010 Insurance & Technology article entitled, "Two Birds with One Stone," Indiana Farm Bureau Insurance (IFBI) achieved the often-conflicting goals of improving customer service and reducing costs. IFBI has long pursued the goal of giving customers the option of having just one bill for all policies. Past attempts have all had serious limitations. Marrying POINT IN to Exceed Billing resolved all limitations for IFBI’s P&C customers. IFBI customers can now completely customize how they are billed. A customer can receive one bill for each policy, one bill for all policies, or anything in between. IFBI customers are taking advantage of this innovation that makes their lives easier. Customers with commercial, farm and personal policies can group their policies appropriately as many of IFBI Directors have done. For each customer choosing to consolidate bills, IFBI benefits by lowered printing and mailing costs. Check processing costs are also reduced. Thus, the uncommon but happy marriage of improved customer service and lower costs.
MetLife Auto & Home
Co-Developer and Continued Development of Fraud Analytics Suite
In 2002, MetLife Auto & Home came to CSC with a vision for how it would like to use technology in its fight against fraudulent claims. With the vision of MetLife Auto & Home and CSC’s software development knowledge, we developed Fraud Analytics Suite. Recently, MetLife worked with CSC to add additional homeowner lines business rules and 20+ auto rules. CSC and MetLife have also recently added Business Rules for data coming back from ISO Claimsearch. Thanks to MetLife, Fraud Analytics Suite is one of the leading fraud detection tools in the market and will continue to be so in the future.
Michigan Insurance Company
Agency Link Homeowner and Personal Auto Endorsement Processing
Michigan Insurance Company implemented processing of endorsements for homeowners and personal automobile policies within Agency Link. This allows its agents to quickly and easily submit changes requested by clients and provide quicker service.
The Agency Link product provides a flexible method of editing entries so agents and company staff are able to quickly enter changes with minimal errors. The agent is able to quickly let the insured know the change in premium while updating the policy with the desired changes. The company can choose to refer all endorsements to an underwriter, or selectively refer them based on specific selection criteria chosen by the agent during endorsement entry.
Michigan Insurance Company
Go Green Initiative: Online Access to Policy Documents with E-Mail Notifications
In today’s fast-paced world, customers expect to get information when they want it, how they want it and without waiting. To help meet this need for speed, Michigan Insurance Company partnered with CSC to expand the use of the Agency Link customer payment portal add-on.
In this newly released enhancement, customers can apply payments to their policies using a credit card, checking account or savings account. They can also access PDFs of all policy documents, including invoices, endorsements, renewals, new business and proof of insurance cards.
The latest feature to be added gives customers the ability to opt in for paperless delivery of all materials (except materials required by regulation to be delivered by certified mail). When customers choose to ‘go green’ or paperless, they provide the portal with an e-mail address. A security prompt asks the customers to confirm that they actually want to go paperless. Customers are also presented with, and must accept, a ‘terms of use’ document. After the paperless opt-in registration is completed, customers receive e-mail notices in place of printed documents sent via the U.S. Postal Service.
Michigan Insurance Company typically generates more than 6 million pages of printed materials each year. In addition, the company sends more than 1 million other printed items — perforated invoices, large mailing envelopes, window envelopes and return envelopes — to customers. If just 10 percent of customers accept electronic delivery, the company estimates it could eliminate nearly 700,000 pages of paper each year. The environmental impact of this will be to save more than 80 trees a year. The company will also reduce expenses for print, distribution and postage by roughly $100,000 annually.
For Michigan Insurance Company, going green is the right thing. Not only is the company providing a service to customers, they are reducing expenses and helping to save the environment along the way.
Mutual of Enumclaw Insurance Company
Commercial Lines Implementation
Paving the way to become a C.0 pioneer, Mutual of Enumclaw (MOE) has successfully implemented commercial lines business for CPP and Umbrella, and will be rolling out Business Owners in August 2010. These projects have included the conversion of policies from the legacy infrastructure to POINT IN. MOE’s foundation for success has been built around rigid testing practices. Due to this, MOE was able to go live without any major issues. MOE has taken full advantage of the POINT IN suite of products, and efforts are underway to implement all of the released CDRs so MOE will be on the leading edge for the latest and greatest offerings from CSC. MOE continues to move forward, actively implementing Farm and Personal Lines.
Royal Bank of Scotland - US
Legal Solutions Suite Corporate and Dashboard Implementation
Royal Bank of Scotland (RBS) worked closely with CSC to create extensive dashboard reports that pull together data from its financial systems to provide one location for law firm performance results. The project to implement Legal Solutions Suite, build the dashboard and start receiving benefits was completed in less than five months. The dedication and attention by the RBS personnel made this project an example for the industry. The focus on metrics and data from the very beginning of the discussion led to a very smooth implementation.
Safeway, Inc.
Safeway RISKMASTER X Implementation Project
Safeway and CSC partnered in November 2007 to implement RISKMASTER X, and went live on February 16, 2010. Along with several custom solutions identified to meet Safeway’s business needs, 17 additional solutions provide exceptional benefits to the CSC RISKMASTER X user community.
Among the enhancements, Safeway made it possible for users to edit notes for a defined number of hours after first entering information. Incident time can now be tracked according to the time zone in which the incident occurred, so call center personnel no longer have to convert the time manually. And OSHA claims can now be tracked as privacy cases on the OSHA log. Confidential claims functionality allows for claims to be marked as confidential, with access granted only to designated individuals with permission to view those claims.
Safeway focused on the entire system and committed significant company resources to the enhancement of CSC’s RISKMASTER X r7 product. The company is actively involved at the local, state and federal levels in the development of industry regulations and legislation that affect how the industry adjudicates claims and, therefore, system requirements. That valuable knowledge base is at the core of all of Safeway’s RISKMASTER X system contributions.
Not only is Safeway a leader in working with legislative bodies, governors and lobbyists, the company is also leading the industry in working with CSC and the Innovation Community to cut costs through the efficiency and use of RISKMASTER X. This true partnership led to 17 RISKMASTER X additions and enhancements.
Vaco Insurance Program
Policy Management Enhancements
The Industry Leadership Award goes to an organization that has implemented a solution or service to solve a particular business need in such an innovative way that they set a leading example for the industry. The Vaco Insurance Program accomplished this by implementing several policy management enhancements that have streamlined processes and improved overall efficiency.
With the addition of property and vehicle claims support, users can now write and track policies on specific lines of business. Additionally, support for policy management was improved with the integration of organizational hierarchy and state specifications that give users more flexibility to define coverage and rates.
Finally, rating complexity was improved through the addition of unit at risk (UAR) support on policies and table-based, user-definable deductibles. These tools allow users to identify the types of properties and vehicles covered and associate deductibles with specific coverage options.
Western National Insurance Company
Interface Advanced Claims with ISO ClaimSearch
Western National Insurance Company automated entry of claims data from Advanced Claims into ISO ClaimSearch®, and retrieval of data from ISO ClaimSearch to Advanced Claims, producing a match report that can be printed or imaged for the end user.
The enhancement saves considerable manual effort, plus it complies with requirements. Initial submissions can be customized based on the client's business requirements through the use of work process administration in Advanced Claims. Base Advanced Claims triggers are set up to control when replacement or update files on specific claims are sent to ISO ClaimSearch. Tables define the data mapping between Advanced Claims and ISO-specific values to produce XML that ISO can process automatically. This data mapping can be specific to each client based upon the type of claim they wish to report to ISO. The ISO Interface can be used to comply with reporting requirements of the Centers for Medicare & Medicaid Services (CMS) and the National Motor Vehicle Title Information System (NMVTIS).
