Innovation community award
Innovation Community Award — Presented to an organization that has partnered with CSC on an Innovation Community project that has not only benefitted the individual company, but the entire customer community.
Accident Fund Holdings
Specialty Markets Implementation
Accident Fund Holdings Inc. gave itself four months to create and launch a new company to target high risk policies for special handling in the workers’ compensation arena. The company leveraged several existing processes and enhanced POINT IN Suite to accommodate the new business model. Accident Fund incorporated three new Policy companies, updated the Policy sequence number generator for quotes and policies, and added unique branding. The company made it possible for specialty markets agents to view just-generated policy documents in Media Management and added new fields throughout Agency Link to gather detailed specialty markets information. Accident Fund incorporated a checkbox for specialty markets to show if a quote had been sent to an insured and to aid in data mining. The company also expanded the declined and not taken abilities within the message center to capture information for data mining. These features for specialty markets were also added:
- A work transfer function to allow movement of policies between users within an agency
- An update comment button to allow users to enter free form text that populates below the specialty market welcome letter and above the Agency Link quote information
- A function allowing underwriters and managers to bind quotes
- An attach/view documents tab to allow users to access the Media Management window within an Agency Link session
- Changes to the POINT IN logo, installment schedule, policy, invoice, mailer page, and Form WC120306.
As a result, Accident Fund is nearing $5 million in written premium in the new line YTD. The company has gained service center efficiencies and streamlined workflows. Thanks to changes in Agency Link, the specialty markets team has less of a bottleneck at the underwriting/quote phase.
Arch Insurance Group
Broker Bill Processing at an Amendment Level
Arch Insurance Group bills brokers on a policy-by-policy basis, net of commission. Broker billing can be done in single installments or multiple installments depending on what was selected for the policy.
The company’s new broker billing method allows Arch to bill individually for each transaction performed on a policy. After billing notices are generated, they are routed to financial analysts for review and approval to ensure accurate billing of the insured.
The enhanced broker bill method allows the underwriter to generate the installments in real time and make any needed adjustments.
The new method gives the user the ability to apply cash at a master broker level and transfer debits and credits across brokers associated with the master broker.
New broker bill processing of amendments provides Arch the flexibility its brokers expect with broker bill invoicing. By generating invoices for each transaction, the enhancement gives brokers the information their accounting systems need to track receivables for each transaction.
Generating installments in real time for broker bill and creating multiple installments gives Arch's underwriters and financial analysts the ability to quickly provide brokers with customized installments negotiated between the broker and underwriter.
Arch Insurance Group
View Endorsements Before Selection
Like many carriers, Arch Insurance Group has thousands of manual (user selected) forms available for users to attach to a policy at any point during a policy life cycle. The view endorsements before selection enhancements allow a user to view the details (wording/language) of a form or endorsement prior to the selection of a policy. This can help the user determine if the form/endorsement they selected is the one they intended to attach to the policy.
Brethren Mutual Insurance Company
Credit Card Processing
More and more customers rely on credit cards to pay their policy premiums, and Brethren Mutual Insurance Company knew it was imperative to develop a more effective process within POINT IN to accommodate this need. The company worked with CSC to develop an enhancement to POINT IN that allowed the system to accept and process single credit card payments as well as credit card payments made online.
The enhancement captures credit card information in intermediate files for single credit card payments and online payments and in a customer file for revolving payments. It stores unapproved credit card payments in the intermediate file. It created an extract (for ICVerify/External interface) for all types of credit card payments. The enhancement creates separate batches for single credit card payments and payments through a website. It will also create a single batch for each type of payment for a particular day.
All approved payments are loaded in POINT IN using existing remittance processing. The system’s new functionality is similar to existing eCheck functionality developed for single credit card payments. Users can be allowed up to five attempts to have their payments verified. The number of verification attempts can also be configured based on Policy status. (For example, when N3 is generated – only one try is allowed, etc.)
This enhancement has improved Brethren Mutual’s speed and flexibility in processing various types of credit card payments.
Claims Associates
Medical Bill Review
Claims Associates has been a part of the RISKMASTER community since 1996. However, it wasn’t until recently that the company launched a full-scale technology upgrade.
In 2010, Claims Associates implemented RISKMASTER X, having worked with many versions previously. The Web-based version, including the document database, has eliminated cumbersome internal processes while placing maximum file information at adjusters’ fingertips. Claims Associates upgraded to RMXr7 in July 2011.
The company also initiated a project with RISKMASTER and StrataCare to provide Medical Bill Review for customers. The objective was to automate the payment process while securing supportive documentation for each payment in the document database. To test each phase of implementation, the company held roundtable discussions with StrataCare and CSC’s RISKMASTER team, including development staff. Claims Associates continues to work through the testing process as development staff use the company’s test database to troubleshoot any issues uncovered.
Florida Peninsula Insurance Company
Agency Link Attach Document to Quote
Florida Peninsula worked with CSC to enhance Agency Link by adding a new tab to the new business and endorsement quoting screens so that agents could easily attach documents using the Media Management C.0 release. Once an application is submitted, the documents are forwarded immediately to underwriting for review.
The company added a list of required documents to Agency Link’s quote summary. Next to each item is an indicator allowing an agent to quickly determine if that document is attached. As a configurable, Florida Peninsula created various edits for each document, requiring some documents to be attached before an application can be submitted. This enhancement allows underwriting to receive documents from agents in real time and underwrite the policy as documents are received. Essential to this process is the ability of agents to quickly view and determine which documents are required, to attach documents to the quote, and to notify underwriting of the attached documents once the application is submitted. Underwriting can then underwrite the policy immediately without the need to wait for additional information.
Since Florida Peninsula introduced this enhancement, the company has received numerous compliments from its agents, who appreciate the ease of use, convenience and speed. Florida Peninsula underwriters are able to review applications and make underwriting decisions faster and more efficiently. This is truly one enhancement that puts Florida Peninsula ahead of its competition.
North Carolina Farm Bureau
Exceed Claims CDR
Over the past year, North Carolina Farm Bureau (NCFB) has embraced the Continuous Delivery Process. The company understands the value of enhancing base solutions without incurring the repetitive cost of maintaining customer modifications. NCFB has sponsored a total of 78 enhancements: 41 for Exceed Claims, one for Disbursements, 9 for POINT IN and 27 for Agency Link.
For Exceed Claims, the company worked with CSC to sponsor three noteworthy enhancements that benefit the entire community:
- Automated First Notice of Loss Workflow provides a configurable workflow that makes the application more intuitive for inexperienced users and reduces the possibility of missed data, both of which result in increased Claims productivity.
- Multiple Adjuster Assignment allows claims to be assigned/reassigned at various levels, which allows a more equitable distribution of workload among the adjusters and improved control for Claims supervisors.
- Salvage Contracts & Calculations is a new feature that maintains information about salvage vendors and comparative information about their contracts and actual costs.
For POINT IN, the company sponsored three beneficial enhancements:
- Preset Standard Verbiage for Endorsements allows the user to select “canned” verbiage, or to enter free-form text, that will print on the Policy Change Form at endorsement. The standard verbiage saves user entry time and provides a more consistent presentation on Decs.
- Class Code Expiration Dates adds the expiration date to the ALR Class table so that POINT IN screens present only the class codes valid for the policy term. This improves the accuracy of class code selections at policy entry.
- Additional Search Capabilities will make it easier for users to access the Commercial Lines policies.
For Agency Link, NCFB made two important enhancements:
- New ISO Crime addresses the new processing requirements, allowing insurance companies to be ISO-compliant.
- Class Code Footnotes provides the ability to view the ISO footnotes, which helps ensure the accuracy of Class Code selection by the agents.
By implementing a varied suite of CSC insurance solutions, NCFB is in a unique position. The company is live on Exceed Claims and Fraud Analytics and approaching the System Test phase of a commercial lines project that includes POINT IN, Agency Link, Rules, Document Production and Media Management.
Ohio Mutual Insurance Group
Contributing Policy Data
Ohio Mutual Insurance Group (OMIG) is continually looking for ways to make quoting and issuance easier for its business partners, independent agents. OMIG enhanced its policy quoting interface for agents by pre-filling the online quote with the customer’s previous auto policy information. This feature benefitted agents by eliminating data entry, reducing entry time, and ensuring more accurate and complete data within the quote.
The customer’s previous and current policy information, based on name, address and date of birth, is provided by a nationally recognized and trusted source of insurance information. To receive data an insurance company must also contribute data. OMIG partnered with CSC to develop the contribution portion of this project within POINT IN for personal auto policies.
Insurance carriers contributing data are required to submit an initial contribution file and subsequent update contribution files. The initial file is a one-time snapshot of current in-force policies. The update contribution file is generated during the batch cycle. It includes new business and updates to previously reported policies (such as the addition or deletion of vehicles or drivers, renewals, cancellations, reinstatements, or changes in policy coverage or limits.)
The POINT IN base system was enhanced to identify, collect and send the necessary policy data from POINT IN for the initial contribution file and the subsequent update contribution files. Various support tables were developed allowing for customizations specific to individual client company needs. These tables define which of the optional reporting data elements will be included in the file submission from POINT IN for personal auto policies. OMIG worked with CSC on this Innovation Community project and made the policy data contribution feature available to other companies within CSC’s POINT IN community.
Preferred Managing Agency
Going Green Electronic Delivery of Insureds’ Documents
Preferred Managing Agency worked with CSC on behalf of Southern Fidelity to implement Green Email Functionality for insureds. This option gives an insured the ability to access policy documents electronically. The delivery of documents is controlled by an indicator set in POINT IN at the time the email address is recorded. The insured has the option to receive all policy documents electronically by email, or through print and email. To comply with regulatory authorities, specific documents can be forced to print and be mailed certified.
Southern Fidelity can also customize emails generated based on transaction type to enhance the receiver’s understanding of the content. When a transaction is processed, the insured receives an email that contains a link giving them access to specific documents relevant to their policy. When the insured attempts to access the link, a security question is presented to verify that the user has basic knowledge about the policy in question. “Smart device” users have the added benefit of being able to receive and view their policy information on their mobile devices. If an insured requests, a duplicate copy can be resent by a CSR.
An administrative Web page has been created to control email follow-up processing. Southern Fidelity is able to track if and when a recipient views an email, create automated follow-up rules for unread email, and resend emails on demand. Southern Fidelity marketed this enhancement to its insureds using the traditional mailing process with a ‘Go Green’ promotional flyer, and by adding a logo to declarations and envelopes. The company is also marketing the option on its home page. Southern Fidelity began offering this option to insureds on April 15, 2011.As of June 30, 2,600 customers had signed up. This represents 3 percent of the company’s book of business. Already, print and postage costs have dropped by $3,000.
Safety Insurance Company
Inexpensive Speed of Issuance
If “speed to market” is the Holy Grail of P&C, “inexpensive speed of issuance” is the industry’s Excalibur. Through the innovative use of technology Safety Insurance Company is achieving it — today.
Using Series II with Straight-Through Processing, Agency Link, Exceed, Document Production, XML Messaging and Media Management, Safety Insurance has been dramatically reducing product rollout time, slashing expenses and achieving aggressive premium growth. It’s all part of the company’s innovative Extend, Enhance and Evolve strategy.
As a first step, Safety implemented real-time issuance from the agent’s office for both new business and endorsements via entry in Agency Link and Rating/Issuance in Series II. By concurrently implementing Series II Immediate Print, Safety destroyed the myth that an insurance transaction is never complete until the mailperson arrives at the insured’s door.
Since Safety agents have access to Media Management, both print and archiving of documents were added to the issuance process to provide agents all the benefits of a state-of-the-art real-time system. For new business, this allows agents to view and print an actual declaration page and hand it to an insured on the spot. For endorsements, it allows agents to immediately email the changed declaration page to the insured. Everything now happens in real time, eliminates the cost associated with paper, print and postage, provides the insured with better service and allows Safety to book premium as soon as it is paid.
Even though this enterprise-wide system modernization strategy is still in the early stages of a phased rollout, Safety is already seeing more than 2,000 new real-time transactions daily. Not only has this been an excellent return on Safety’s investment, it has also earned the company a great deal of goodwill from agents. The company can even quantify this goodwill by the number of books of business agents are turning over to them. These new books have helped Safety increase their direct written premium by 12 percent since June 2010.
Tennessee Farm Bureau
Enhance Search on Claims Policy and Claims Index for Address
Tennessee Farm Bureau worked with CSC on an Innovation Community project to enhance Client Search on Claims Index, First Notice of Loss Policy Index, and Quick Claim Policy Index pages. The user will be able to perform a search of Client with enhanced search features based on the newly added address fields.
Tennessee Farm Bureau
Exceed Commercial Lines Claims/Common Policy Interface
Tennessee Farm Bureau worked with CSC on two major Innovation Community projects to add exciting new functions to Exceed Claims.
The first enhancement allows existing customers to expand their use of the Exceed Claims system to process claims for these commercial lines: Commercial Automobile, Business Owners, Commercial General Liability, Commercial Package, Commercial Property, Crime, Inland Marine and Umbrella (both personal and commercial). This will open the market to new customers in search of claims solutions for their commercial lines businesses.
Tennessee Farm Bureau’s project also redefined claim type into three broad categories for Exceed personal and commercial claims processing: Automobile, Property and Liability. The new options make it easier to define claim type without considering line of business.
In addition, Exceed Claims now has a Common Policy Interface that allows customers to use Exceed Claims with any policy administration system for personal and commercial lines of business. This interface will be used to provide policy data such as policy/unit/coverage and related client information required for claims processing.
Tennessee Farm Bureau
Exceed Disbursement Status History
Tennessee Farm Bureau worked with CSC on an Innovation Community project to add the ability to track the User ID associated with the previous status for disbursement transactions and the current disbursement status. It will also allow customers to view the current status and User ID associated with previous status under the “Status History” section of the Disbursement Detail page. This enhancement provides an audit trail for disbursement status changes.
Tennessee Farm Bureau
Exceed Enhanced Split Commissions
Tennessee Farm Bureau worked with CSC on three Innovation Community enhancements to add additional flexibility to the Agent Commissions and Exceed Contract process. This enhancement provides additional commission flexibility by enhancing agent incentive compensation. External services can now post bonuses and expenses to Exceed Contracts and Commissions, which are then combined with Exceed-generated bonuses and expenses, all in a single commission statement. There is additional flexibility to meet multiple types of commission models. Commission splits were enhanced to allow for more splits, more levels of splits and the ability to enter split percentage versus a drop-down selection.
Tennessee Farm Bureau
Exceed Policy Additional Equipment
Tennessee Farm Bureau worked with CSC on an Innovation Community project to provide an enhancement to allow processing of additional equipment coverage. For Policy, this enhancement adds Additional Equipment/Alterations as a separate optional coverage on personal automobile quotes and policies and the ability to waive/reject this coverage.
In addition, the enhancement captures details relevant to the additional equipment items. In the Claims subsystem, the coverage verification process in Process Financials can now display Additional Equipment/Alterations coverage.
Tennessee Farm Bureau
Exceed Policy Coverage Enhancements
Tennessee Farm Bureau worked with CSC on an Innovation Community project to add an enhancement giving users the ability to propagate coverage on existing vehicles when new coverage is added or changes are made to existing coverage. Now, a pop-up message is displayed that lets the user apply the update(s) across all vehicles.
If a policy is accessed for Amendment processing, this function allows the user to change coverage(s) on one vehicle and have it propagate across all vehicles based on support table configuration. The function is also available for Correction/Reissue, Cancel/Rewrite, Reissue New Term, Attended Renewal and Renewal Change.
Tennessee Farm Bureau
User Exit in Exceed Claims for Automatic Assignment of Claims Handler
Tennessee Farm Bureau worked with CSC on an Innovation Community project to provide User Exit points in the Exceed Claims Automatic Assignment process. The enhancement will allow the customer to create a User Exit module to assign a new claim to a claims handler. It provides a way for each customer to use their specific rules and requirements to make assignment of a claim. Exceed Claims will provide the call to the User Exit containing customer-specific code to complete the background process, allowing the new claim to be assigned using the customer’s own assignment criteria.
Tennessee Farm Bureau
Watercraft Additional Equipment
Tennessee Farm Bureau worked with CSC on an Innovation Community project to give Exceed Policy the ability to incorporate additional equipment coverage in the Watercraft line of business. Prior to this enhancement, users were unable to view Watercraft additional equipment details on the expected results page. Instead, they had to navigate to the Watercraft page to see limits/value and premium. In addition, rating was restricted to the total value of additional equipment.
Tennessee Farm Bureau’s Watercraft enhancement enables the user to view limits/values and premiums (if any) for Watercraft additional equipment on the results page. Rating has been enhanced to allow each additional equipment item to be rated with its associated value/limits/deductibles.
In addition, the Exceed Financial Integrator system was enhanced to expand the general ledger account number field to support various reporting requirements. Each character and/or value represented in the general ledger account number is defined according to a specific reporting requirement. The original base field length of 30 characters restricted and in some cases truncated the values that exceeded the field length. Expanding the field length to 45 characters provides support to Exceed customers who may have various account number length requirements due to customer specific accounting reporting structures.
Tower Group Companies
Web-Based Monthly Payroll Reporting (MPR) Service for Workers Compensation
Tower Group identified a business need to provide Web-based monthly payroll reporting, workers’ compensation billing and administration service to policyholders. This service will automate the calculation and payment of actual earned premiums by payroll cycle. Using a combination of Agency Link and Tower’s internal online payment application service, policyholders are able to self-register online, enter their monthly payroll amounts, calculate the premium due and make online payments — all in one seamless transaction. These transactions will be uploaded to POINT IN in real time as verified interim audits. Email notifications and confirmations are also generated to the policyholder.
POINT IN has been enhanced to calculate a non-working security deposit to be billed with the policy along with calculating unique commission and earnings amounts. POINT IN billing was significantly enhanced to display the monthly payroll reporting period details as well as automating the cancellation process for non-reporting by the policyholder. Payroll companies are also supported with the addition of a bulk audit upload feature added to POINT IN. This new functionality will offer Tower’s policyholders more predictability and will assist in maximizing their cash flow along with the elimination of excessive final audit premiums. This implementation also supports Tower’s “Green Initiative” as output for all MPR invoices and monthly payroll reporting transactions have been suppressed.
Virginia Association of Counties (VACo) Insurance Group
Property Claims
The Virginia Association of Counties (VACo) Insurance Group worked with the CSC Innovation Community to develop the new RISKMASTER X Property module. This solution enables users to search for specific properties and report and track property maintenance issues through new entity tables and fields.
An LOB for Property Claims was developed that includes a property tab that allows users to associate properties to a claim and includes a property history screen. Additionally, property validation is provided based on the policy selection for a property claim. The property module supports all RMX Toolbar applications. BI updates to support all Property Claims and property entity data is also included. The Property Claims project has made it possible for VACo to easily track property claims and benefits the entire customer community.
Vulcan Materials Company
Data Analytics MBR
Vulcan Materials Company is working with CSC to modify the data analytics medical bill review template to allow the extraction of entity data from all the “entity” code tables and “people” tables. New options will be added to the RISKMASTER X task manager medical bill review/export settings tab to allow the user to select the tables from which entity data is to be extracted. The hospital, provider, other people and physicians tables will be selected as default values on the medical bill review setting/export settings tab.
Williams Information Technology Inc.
Enhanced Notes Project
Through Innovation Community development, Williams Information Technology implemented the RISKMASTER enhanced Notes functionality into the base policy tracking module. This functionality previously existed only in the Event and Claims modules. It allows basic policy tracking notes to be categorized by note type, inclusive of detailed search and reporting capabilities. Users have the ability to create custom note templates when attaching notes to policies.
