How Zurich Has Adapted Confluence and JIRA for Insurance Underwriting

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Using JIRA and Confluenceat Zurich Financial Services Australiato Manage Insurance Underwriting

It's not just for developers anymore. It's all about teams!


Introduction

About Zurich Australia and the Underwriting Services Team

Overview of Business Opportunity

Solution

Results

Lessons Learned

Q&A

Agenda


WelcomeOur Guest Speaker Mark Bennett

Head of Business Intelligence

Zurich Financial ServicesAustralia


About Zurich Financial ServicesAustralia› The business is divided into two main segments

1. Offers general insurance solutions to commercial customers, primarily through insurance brokers2. Offers life and investment solutions to commercial and personal customers, primarily through financial advisers.

› Part of Zurich Insurance Group› Headquartered in North Sydney› Started in Australia 1961› General insurance gross written premium of c. AUD 1.3 billion› More than 1,000 employees in Australia› NIBA General Insurer of the Year – 2014 and 2013


Collaborative Underwriting Process

Collaborative Underwrit ingProcess

5 Lines of Business Teams

QLDUnderwriters

1 Multi Line ofBusiness processingTeam

Underwri ters

Underwri t ingService Special ists

Underwri t ingService Off icers

VICUnderwriters

WAUnderwriters

SAUnderwriters

NSWUnderwriters


The Opportunity› Free up time of our state based underwriters to focus on revenue growth by centralising renewal management and administrative tasks

› Created hub and spoke collaborative service model, but …

› No "fit for purpose" workflow or single source of operational data to run the collaborative model


SolutionCreated a hub and spoke service model but needed a workflow and operational BI tool

› JIRA – Properly configured / Standardized workflows

› Confluence – Knowledge base to document how JIRA needed to be used

› Automate policy data population into JIRA (from data warehouse)

› Connected Lotus Notes and JIRA (with The Connector)


ResultsPeople liked using it › “They absolutely love it” – the team

Consistently improving service levels › Ability to continuously improve with tool in place » Policies processed within target timeframe increased from 75% to 90% - Rose every month - % processed in 30 days


Key Lessons› Need an Owner: Find Someone to care a lot about the solution (driving it, getting it over obstacles)

› Need (the right) JIRA Administrator: Be crystal clear about the role

› Be Prepared: with great operational data, comes the burden of reporting

› Adoption: Establish a training program, identify champions and conduct train-the-trainer with champions"

Tool needs to be intuitive (change fields, amend workflows, in lan-guage your teams knows, in context of how people are used to working

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