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Transformation of Insurance Back Office Systems (Claims, Billing, Policy Servicing) and implementation of new Functionality for Agent Commission Management, Inquiries
ValueMomentum assisted this Client reengineer heritage systems to support flexibility, ability to extend functionality (new and old) to agents and customer service representatives, while increasing efficiencies.

Industry
Insurance

Client
A highly profitable Specialty Lines Carrier

Needs addressed
Claims Administration, Billing, Policy Administration

• Our Customer, a profitable specialty lines P&C Insurance Carrier sought to develop core back office applications that would support agents and customer service representatives in providing services to their customers. These services included:
  • Claims administration
  • Account services (billing)
  • Policy administration
  • Corporate Reporting
• The key drivers for the reengineering efforts included:
  • Lack of a common front-end to provide customer services requiring agents and CSRs to access multiple systems with longer service times
  • Training of agents and CSRs spanned multiple systems
  • Lack of a central point of service for the customers
  • Lack of enterprise functionality available to efficiently and effectively service customers

Technology Solution Delivered
Core System Replacement & Modernization

• ValueMomentum partnered with the customer to reengineer its back office functions and enable a series of functional and cross functional processes. The project was assumed using an offshore delivery center (ODC) model on a fixed price engagement mode.
• The responsibilities handled by ValueMomentum included:
  • ValueMomentum drove requirements gathering activities
  • A “common front-end (Enterprise Portal)” design was adopted for the applications.
  • Developed and implemented the claims administration, account services, corporate reporting and policy administration modules.
  • All modules were designed with a common GUI, thereby drastically reducing training costs and time
  • System enabled authorized users to access information from any of the back-end applications not even being aware that are touching different systems
  • Designed a complex database for the above applications.
  • In the process of implementing the system, migrated several years of data from the existing legacy systems to the new architecture.
  • This project is an end-to-end implementation including Discovery & Business Modeling, Requirement analysis, Design, Development, Integration, Testing, Migration and Deployment.

Execution model
Fixed Price

Technologies used
Microsoft technologies

Benefits delivered

• Reduced training time for CSRs, agents
• Single point of service for addressing customer needs spanning claims, account-related information and billing
• Improved customer satisfaction through better service, up-to-date information

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