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Best Practices Case Study Compendium 2014

Published: May 2014
Non-Client Price: $2,500 (Free for Council members)

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Summary

This report includes 34 case studies of IT practices and initiatives at insurers. It is designed to provide insurer business and IT executives with detailed examples across as broad a range as possible of diverse industry initiatives.Prior to publication, these case studies were reviewed by a nominating committee of CIO members of the Novarica Insurance Technology Research Council, which selected nominees for a Novarica Research Council Impact Award in each category. The 11 nominees are highlighted in this report, along with more than 20 other cases.

The 2014 nominees are:

  • AIG, for its global extended warranty system (transformation project)
  • Amica, for adopting DevOps (new practice)
  • Brickstreet Mutual, for adopting Agile development (new practice)
  • Encompass, for re-engineering its agent portal (expansion project)
  • Foresters, for transforming its new business and core systems (transformation project)
  • ICW, for its portal and underwriting workstation (expansion project)
  • Legal & General of America, for e-delivery of policies (quick hit project)
  • Patriot National, for total legacy replacement (transformation project)
  • Penn Mutual, for its Data as a Platform initiative (transformation project)
  • Tokio Marine North America, for its pricing and portfolio analytics initiative (expansion project)
  • Women’s Life, for its rapid new business system deployment (quick hit project)

The winners will be selected by a vote of the 300+ insurer CIO and senior executive members of the Research Council and announced at the Novarica Impact Awards Summit in NYC on August 13, 2014.

Other cases in the report include:

  • A.I.M. Mutual: Core System Replacement
  • AFLAC: IVR Replacement Leveraging Web Services
  • American Family: Customer Communications Infrastructure
  • Amerisure: Analytical Reporting for Loss Control
  • Amerisure: Loss control application
  • Argo Group: End-to-End Rate/Quote/Bind/Issue
  • AXA: Annuity Platform Transformation
  • Baldwin & Lyons: Claims Consolidation
  • Cypress: Distribution Management
  • EMPLOYERS: Self-Service Portal Transformation
  • Glatfelter: Modularized CCM
  • Glatfelter: Portal for risk control surveys
  • Kemper: Claims Data Conversion
  • Kemper: IT Strategic Value Model
  • Philadelphia Insurance: E-App Reengineering
  • ProMutuel: Claims Consolidation
  • Standard Insurance: SaaS Claims Transformation
  • Tokio Marine Management: Website Relaunch
  • US Assure: Legacy Billing Replacement
  • XL: Tablet-Based Risk Engineering Application
  • Zurich: CCM Transformation
  • Anonymous: Claims Transformation
  • Anonymous: Global Consumer Insurance Platform

Taken together, these case studies provide a useful set of examples of impactful IT projects. While they vary widely, some common characteristics of impactful projects are:

  • Clear articulation of expected business value
  • Consistent executive sponsorship
  • Consistent and frequent communication during the project
  • Close coordination with vendors
  • Clear use of success metrics.

CONTENTS
List of Case Studies…2
Introduction…3
General Observations About Impactful Projects…4
Practices (three cases)…6
Quick Hit (six cases)…11
Expansion (eleven cases)…19
Transformation (fourteen cases)…39
About Novarica…63

  • Tagged:
  • Case Studies
  • , Core
  • , Data
  • , Digital
  • , IT Management
  • , Research Council Studies
  • , Agile
  • , Analytics
  • , Billing
  • , Claims
  • , Documents
  • , Strategy
  • , Life Insurance
  • , New Business
  • , PAS
  • , Property/Casualty
  • , Reinsurance
  • , Underwriting