2. Enhancing the Agent Experience:
Collaborative Content with a Transactional Focus
Jennings Carpenter, Mennonite Mutual Insurance Company
Eric Willis, Hyland Software
13. Top 10 Technologies Impacting
P&C Insurers
1. Modern policy & claims management systems
2. Web services & SOA tools
3. Business intelligence & analytics
4. Predictive modeling tools
5. Advanced fraud detection solutions
6. Web 2.0 & social networking technology
7. Product development & configuration solutions
8. BPM solutions, including workflow & rule engines
9. Portal & internet technologies
10. Mobile devices & technologies
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
14. Top 10 Technologies Impacting
P&C Insurers
1. Modern policy & claims management systems
2. Web services & SOA tools
3. Business intelligence & analytics
4. Predictive modeling tools
5. Advanced fraud detection solutions
6. Web 2.0 & social networking technology
7. Product development & configuration solutions
8. BPM solutions, including workflow & rule engines
9. Portal & internet technologies
10. Mobile devices & technologies
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
15. “ Policy administration systems, agent portals
& business intelligence will be among top
insurance spending priorities a new report
from New York-based Novarica finds.
”
Source: Insurance Networking News, “Back to Basics for IT Budgets” January 28, 2010
16. “ 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
Source: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010
17. “
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
18. Mennonite Mutual Insurance Company
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
19. 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
20. 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
21. “
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
22. 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
24. 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
25. “
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
26. Paperless Agency Reporting
Monthly Reports
• Commission Statements
• Claims Reports
• Production Reports
Available Online: 2nd Business Day
Agents Receive Commission: 5th Business Day
27. 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
28. “
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
32. 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