About The Client

A leading liability and casualty insurance company servicing the energy sector.

Challenges

• Operational and underwriting processes were manual
• Rating was done using spreadsheets
• No automation or workflow Manual invoicing for loss control services
• Siloed data, inaccessible to partners

The client’s challenges centered around automation, with most of its
processes built around manual procedures and unnecessary touch
points that bottlenecked deliverables. Operational, underwriting and
loss control services were spreadsheet driven and data was scattered
across different systems. This siloed data hampered underwriting and
delayed quoting for new business operations.

Aside from its standard insurance offerings, the company also offers
loss control services to clients to help them mitigate risks. The
program consists of engineers inspecting client locations and electrical
infrastructure equipment and making recommendations around
safety and operational effectiveness. Behind the scenes, this program
was managed with spreadsheets and manual invoicing procedures.
Partner companies couldn’t track service calls, schedule follow-ups or
access reports.

Strategy & Solution

• Delivered a complete policy administration system, across five lines of business
• Surpassed insurer’s objectives with solutions that boosted efficiency and streamlined processes
• Leveraged Pega decisioning capabilities to automate forms
• Integrated Pega, ERP system and IAA platform

Ciberspring implemented a solution using the versatile Pega Platform
to create a complete commercial insurance administration system
across the clients’ five lines of business. The system featured the
ability to quote premiums for potential clients, underwrite business,
issue policies, service clients, and bill customers, all on an automated
basis. We also automated the claims processing system.

We changed the data warehouse to accept more granular data than
the insurer had before, which resulted in better forecasting and
automated loss ratio processing. The digital transformation was
completed with integrations to their instance of ERP program
Workday as well as their Insurance Application Architecture. With
these platforms integrated into Pega, data could flow freely and
securely to authorized users, delivering a level of data access the client
had never before had. With the integrations, we were able to
automate all state required reporting as well.

Results

• Faster turn-around time to write new policies
• Streamlined claims process
• Automated information gathering and contract processes for new business
• Delivered far more granular data for analysis and reporting

Implementing the company wide Pega system for the client resulted
in dramatic process improvements and efficiencies. Manual,
spreadsheet driven processes gave way to automated procedures.
Staff could quote and write new policies faster than ever before. The
system automations we developed decreased workforce requirements
so staff could focus on other areas of the business. Enhanced data
collection resulted in better internal reporting and forecasting, which
improved business profits.