Enabling Agility with Claims System Transformation

A roadmap for successful

claims system transformation

Enabling agility

2

Transformation is Possible for All

Copyright © 2015 Accenture All rights reserved.

• Many insurers are reluctant to implement

a new core system due to perceived risk

and concerns of cost

• Core-platform transformation need not

be prohibitively expensive or painful

• Regardless of size, budget or ambition,

this transformation is within the

reach of every insurer

Creating a roadmap

for core-platform transformation

3

4

Establish a Strong Business Case for Change


Developing a business case forces stakeholders to identify objectives and pain points, and to document the business value in undertaking change

Must understand the organization’s strengths and weaknesses—and identify gaps

Must have clear vision of the end-point and understand how that will impact

business operations change

Outline the desired benefits of the transformation and establish clear and measurable goals

5

Select Technology that Aligns with Business Case

and Complements the Organization


When selecting technology, insurers should ask themselves:

How does the

technology enable

the future vision

we want to achieve

and align with our

organization’s

goals?

How does the

technology

enable us to

respond to

evolving

consumer trends

and

expectations?

Will we need

to convert

data from our

existing

claims

system?

Will the full

solution be

implemented

across the

claims

function or

only a few

select

components?

How will the

new

technology

integrate within

the IT

ecosystem?

6

Select Technology that Aligns with Business Case

and Complements the Organization


Ultimately, the choice of technology will be determined by how well it aligns with the organization’s business imperatives.

7

Establish Thorough Delivery, Implementation and Rollout Plan


Plan should

align with

existing

constraints

and

business

culture

Program

should be

staffed with

dedicated

business

and

technology

decision-

makers

Focus first

on getting

core

processes

and data

integration

perfected

Ensure that

enhancements

and features

don’t hinder

roll-out of

core

functionality

Select the

most

appropriate

roll-out

approach

8 Copyright © 2015 Accenture All rights reserved.

Types of Roll-Outs

Big bang Modular release

Geographic release

• Lower overhead costs for single release • Users experience only one set of changes • Companies get fully-functioning system into place • Faster speed-to-market • Potential for higher risk • No time to incorporate feedback and lessons into future releases

• Components such as FNOL, released individually • Demonstrates early results • Provides opportunity for user feedback • Helpful if requirements are not well-defined • Users must manage multiple sets of changes • Potential for higher integration risk

• Targets groups to reduce business interruption • Ability to incorporate feedback from earlier releases into future ones

Hybrid release (i.e. modular, by geography)

• Provides time to refine process and training • Flattens support requirements and keeps training manageable • Ability to incorporate feedback and lessons into future releases • Users must manage multiple sets of changes

Line of business release (i.e. auto, home)

• Focuses efforts and interface on one LOB • Speeds initial delivery • Ability to incorporate feedback and lessons into future LOB releases

Three Pillars for Success

10

Use the Right Metrics


• Clear and measurable metrics should align with business

case goals and objectives

• Metrics should align to three categories: • People

• Productivity

• Profit

• A pre-transformation benchmark is required to

measure post-implementation success

11

Manage Integrations and Dependencies


• Insurers must understand the full scope of integration

and ID those required to launch

• Need to cross-check integration with all downstream

data requirements (i.e. Accounting Department,

policy systems, rating engines)

• Need to test data input from all sources of data,

including external parties and platforms

12

Commit to Change Management


• All stakeholders should be committed to the program

and diligently control the scope of the project

• Clear, consistent communications with all users – including

external ones – is essential to identify issues and gaps

• Attention must be paid to how changes will affect all users,

including call centers and direct customer portals

• If new platform shifts workers from tasks to more strategic

decision-making, retraining is essential

13

Read the Report


To download the full report, please visit:

https://www.accenture.com/us-en/insight-enabling-agility-claims-

system-transformation

https://www.accenture.com/us-en/insight-enabling-agility-claims-system-transformation











