iasa 2010 - enhancing the agent experience
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Enhancing the Agent Experience:Collaborative Content with a Transactional Focus
Jennings Carpenter, Mennonite Mutual Insurance Company
Eric Willis, Hyland Software
Why Agent Portals?
Everyone’s connected…
Communication Evolution
Communication is King…
ClaimsAnalysis
ProfitabilityAnalysis
Risk Analysis
Chart a Courseto PROFITABLE
MARKETS
Put the DATA
to Work
Make GOVERNANCE Work
Make GOVERNANCE Work
Fast Path NEW PRODUCT DEVELOPMENT
Drive DynamicDISTRIBUTION
Channels
Apply Smarts toUNDERWRITING
Link CUSTOMERCOMMUNICATION
Holistically
Capitalize on Intelligence to
manage LOSSES
Benefit fromBUSINESS
OPTIMIZATION
RethinkLEGACY
Put the DATA
to Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
Top 10 Imperatives for Insurers
ClaimsAnalysis
ProfitabilityAnalysis
Risk Analysis
Chart a Courseto PROFITABLE
MARKETS
Put the DATA
to Work
Make GOVERNANCE Work
Make GOVERNANCE Work
Fast Path NEW PRODUCT DEVELOPMENT
Drive DynamicDISTRIBUTION
Channels
Apply Smarts toUNDERWRITING
Link CUSTOMERCOMMUNICATION
Holistically
Capitalize on Intelligence to
manage LOSSES
Benefit fromBUSINESS
OPTIMIZATION
RethinkLEGACY
Put the DATA
to Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
Top 10 Imperatives for Insurers
ClaimsAnalysis
ProfitabilityAnalysis
Risk Analysis
Chart a Courseto PROFITABLE
MARKETS
Put the DATA
to Work
Make GOVERNANCE Work
Make GOVERNANCE Work
Fast Path NEW PRODUCT DEVELOPMENT
Drive DynamicDISTRIBUTION
Channels
Apply Smarts toUNDERWRITING
Link CUSTOMERCOMMUNICATION
Holistically
Capitalize on Intelligence to
manage LOSSES
Benefit fromBUSINESS
OPTIMIZATION
RethinkLEGACY
Put the DATA
to Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
Top 10 Imperatives for Insurers
ClaimsAnalysis
ProfitabilityAnalysis
Risk Analysis
Chart a Courseto PROFITABLE
MARKETS
Put the DATA
to Work
Make GOVERNANCE Work
Make GOVERNANCE Work
Fast Path NEW PRODUCT DEVELOPMENT
Drive DynamicDISTRIBUTION
Channels
Apply Smarts toUNDERWRITING
Link CUSTOMERCOMMUNICATION
Holistically
Capitalize on Intelligence to
manage LOSSES
Benefit fromBUSINESS
OPTIMIZATION
RethinkLEGACY
Put the DATA
to Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
Top 10 Imperatives for Insurers
ClaimsAnalysis
ProfitabilityAnalysis
Risk Analysis
Chart a Courseto PROFITABLE
MARKETS
Put the DATA
to Work
Make GOVERNANCE Work
Make GOVERNANCE Work
Fast Path NEW PRODUCT DEVELOPMENT
Drive DynamicDISTRIBUTION
Channels
Apply Smarts toUNDERWRITING
Link CUSTOMERCOMMUNICATION
Holistically
Capitalize on Intelligence to
manage LOSSES
Benefit fromBUSINESS
OPTIMIZATION
RethinkLEGACY
Put the DATA
to Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
Top 10 Imperatives for Insurers
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
Top 10 Technologies ImpactingP&C Insurers
1. Modern policy & claims management systems2. Web services & SOA tools3. Business intelligence & analytics4. Predictive modeling tools5. Advanced fraud detection solutions6. Web 2.0 & social networking technology7. Product development & configuration solutions8. BPM solutions, including workflow & rule engines9. Portal & internet technologies10. Mobile devices & technologies
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
Top 10 Technologies ImpactingP&C Insurers
1. Modern policy & claims management systems2. Web services & SOA tools3. Business intelligence & analytics4. Predictive modeling tools5. Advanced fraud detection solutions6. Web 2.0 & social networking technology7. Product development & configuration solutions8. BPM solutions, including workflow & rule engines9. Portal & internet technologies10. Mobile devices & technologies
Source: Insurance Networking News, “Back to Basics for IT Budgets” January 28, 2010
Policy administration systems, agent portals & business intelligence will be among top insurance spending priorities a new report from New York-based Novarica finds.
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Source: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010
Agent portals offering both informational & transactional functions have become a key component of insurers’ strategy as they strive to be ‘easy to do business with’ for their distributors.
- Matthew Josefowicz, Novarica
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Innovation needs to be part of your culture. Consumers are transforming faster than we are, and if we don’t catch up, we’re in trouble.
- Ian Schafer, DEEP FOCUS
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Established in 1895 in Orrville, OH First President was J.M. Smucker Property & Casualty Carrier
• Homeowners Packages• Commercial Packages• Niche Markets: Farmowners /
Agribusiness & Churches
Independent Agency Network
Mennonite Mutual Insurance Company
Agency Portal Project
Project Initiated in 2007
Focused on Improving Agency Communications
Areas for Today’s Discussion• Competitive Advantage• Speed to Portal Delivery• Policy & Claims Management• Paperless Agency Reporting• Payment Processing• Looking into the Future
Competitive Advantage
Compete with Larger Tier I & II Carriers
Innovative Offering to Agents
Reduce Cycle Times: Clean, Timely Work from Agents• Online Submissions• Required Information & Documents
Enhanced Service for Both Agents & Policyholders• Reduced Inquires into Agency Services• Empowers Agents to Serve Policyholders
Mennonite Mutual Insurance Company’s system has enabled our agency’s service associates to clear their desks & focus on superior customer service.
- Cara K., Customer Service Manager
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Speed to Portal Delivery
SharePoint Site Creation & Maintenance• Content Stored within SharePoint• Collaborative Environment
Transactional Information• Content Stored within ECM System (Folder Access)• Business Process Managed within ECM System
Ease of Integration• Initial Portal Delivery• Agent Portal Maintenance / Changes
Project Timeline
Sep. 07Viewed SharePoint Integrationat User Conference
Oct. 07Project Plan Kick-off
Jan. 08Beta Agency Roll-out
Apr. 08Entire Agency Roll-out
Sep. 08Completely Paperless
Oct. 08Beta Online Payments
Jan. 09Online Payments Processing
Jun. 09Online Commercial Quoting
Dec. 09Final Notices &
Pending Cancellations
Policy & Claims Management
Policy Lifecycle Management• Submit Submissions Online• Receive Quotes for Potential Insureds• View all Policy & Supporting Documentation
Agent Access to all Claim Information• View all Documentation Regarding the Claim• Status of the Entire Claims Process• Quickly Respond to Policyholder Needs
Operating efficiency is key to our agency’s success. The implementation of Mennonite Mutual’s system has enhanced our productivity, streamlined operations & has allowed a greater focus on sales opportunities.
- Meg C., Operations Manager
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Paperless Agency Reporting
Monthly Reports• Commission Statements• Claims Reports• Production Reports
Available Online: 2nd Business Day
Agents Receive Commission: 5th Business Day
Payment Processing
Previous Paper-based Process• Agent Takes the Payment• Create Receipt & Send Payment• Potential Month-end Carryover Issues
Electronic Submission via SharePoint• Prefilled Electronic Form• Key in Check Number & Generate Receipt
Automated Payment Processing via ECM System
Mennonite Mutual’s system has given our agency the ability to manage accounts in a ‘real time’ environment…We no longer need to file papers or print our unnecessary paperwork, since all invoices, claims, current declaration pages & endorsements are easily accessed 24/7 via their agency portal.
- Peg R., Customer Service Reprentative
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Looking to the future…
Looking to the Future
Current Feedback from Agent Community• Adoption Levels• Lessons Learned
Benefits of a True ECM Strategy• Bringing the Best of Two Solutions Together
Future Enhancements or Offerings to Agency Portal
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