Automating Onboarding for Complex Auto Insurance with Duck Creek
Overview.
The client is among the top 100 insurance organizations in the US offering a wide range of commercial and personal coverage products. The company is a nationally recognized insurer for various specialized markets, including graphic communications industry coverage and error and omissions coverage for insurance agents and brokers. Insurer was looking to automate its manual customer onboarding process. Massachusetts commercial auto is one of the more complex LOB implementations in property & casualty insurance. Coforge was hired to implement and migrate their onboarding systems to the Duck Creek PAS system.
The client sells Massachusetts commercial auto insurance only through agents. As only the quoting process was automated, the client observed a loss of business due to the manual onboarding of customers. Agents would onboard customers through the .NET platform and mainframe transactions, with servicing being a paper-based process.
The Massachusetts auto implementation posed challenges as:
The process differs a lot from other state commercial auto businesses.
It is considered one of the more complex LOB implementations in the P&C insurance
The project involved the integration of multiple applications and systems (internal and external):
TPA of Agency
Billing
Claims
Reporting
Renewal application
RMV systems
Solution
Duck Creek PAS system was implemented that replaced the mainframe, manual, and .NET based processes. The major activities involved were
Mapping functionality from the manual, mainframe, and .NET processes to Duck Creek
Customization of Duck Creek workflow to MA Auto specifics
Migration of data from legacy mainframe systems to DCT
Maintenance and support of Duck Creek application developed
Automation tools were employed to migrate countrywide rules of commercial lines auto insurance.
Sun-setting mainframe application – an interface was developed to move the data from the mainframe to DCT for when a policy is due for renewal in Agile methodology used for implementation:
Sprint duration – 4 weeks
Knowledge transfer to the client: Not applicable as Coforge maintains the application
Adherence to:
Organization goals for schedule (< 3% slippage)
Organization goals for effort (< 5%slippage)
Technology stack:
Applications in scope:
Duck Creek PAS system
Existing .NET application
Existing mainframe application
The Impact
Increase in business (expected 10%) as new policies can now be directly created on Duck Creek Platform
Duck Creek with its next-gen digital UI is a productivity enabler with business users
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