CLIENT OVERVIEW
The client is a New England-based mutual property and casualty carrier. In business for over 200 years, the company works with hundreds of agency partners to cover homeowners, drivers, and businesses with personalized policies.
BUSINESS CHALLENGE
With a legacy claims platform nearing two decades old, the insurer was facing inconsistent service quality, high support costs, and a growing level of operational risk. To enhance its operations, better enable scalability and business agility, and provide a better user experience to its adjusters and customers, the insurer decided to invest in a modern claims system.
Moving from a cumbersome legacy system to a modular architecture would allow the client to launch enhancements and products more rapidly and respond to market changes as they emerge. The insurer planned to move to a cloud-native platform as part of its long-term digital transformation strategy and overall business scalability.
SOLUTION OFFERED
To bring this goal to fruition, the insurer turned to its long-term strategic partner, ValueMomentum. ValueMomentum worked closely with the carrier on all planning and execution activities for the initiative, which was completed after 24 months of development and system integration testing. After the completion of a twomonth proof of concept stage, the team identified business needs along the entire claims life cycle during a one-month discovery phase.
This was followed by a month-long design phase that, leveraging ValueMomentum’s PRIME framework accelerator, produced a highlevel solution and architecture plan, as well as the non-functional requirements. Built on a cloud-native, Spring-based microservices architecture, the solution uses Camunda for workflow, configuration-based Java frameworks for the transformation layers and user interface, Hi Marley for text-based claims processing, One Inc. for claims payments, and RESTful APIs for secure integration with third-party platforms. The containerized environment was built with enterprise-grade security in mind leveraging LDAP and Azure AD.
On top of the challenge of designing and deploying a new solution, the project included challenges in the form of outdated peripheral systems and 20 years of accumulated technical debt. The insurer’s in-house development approach helped provide the flexibility, fast turnaround, and intense focus on quality and performance needed for the project to succeed. The combined project team’s disciplined execution approach ensured a stable, on-time go-live to achieve the organization’s business goals.
VALUE DELIVERED
The launch of the modular claims platform has not only led to an enhanced customer experience, but it has also improved operational security and efficiency while cutting down on technical debt. The insurer’s cycle time for first-party auto and homeowners claims has been reduced from 20 days to under 14 days, while forms development time has gone down by 94%, from four hours to only 15 minutes. In addition, document upload speed has risen 60%.
The insurer’s cycle time for first-party auto and
homeowners claims has been reduced from 20 days to
under 14 days, while forms development time has gone
down by 94%, from four hours to only 15 minutes.
Moving to a cloud-native architecture has prepared the insurer to scale as needed to meet emerging client needs and evolving market trends while embedding security into the carrier’s technical foundation. These improvements are driving not only enhanced speed to market but reduced overall total cost of ownership, better enabling the insurer to bring modern services and coverage to policyholders that align with market changes and evolving consumer needs.
