One of the largest U.S. insurance companies needed strong performance management systems to manage its 16,000 claims representatives. Nuvento offered a web-based Business Reporting Framework that provides scorecards based on user types.

Nuvento’s client is one of the largest insurance companies in the U.S offering a range of insurance and financial service product. The organization operates across 41 states with a client base of more than 15 million customers managed by 16,000 claims representatives. As a market leader, the insurance company’s vision is to drive innovation and operational excellence and give each one of their customers the best value and experience.

Claims management plays an integral role in achieving this objective and is responsible for the decision making and operating expenses. The claims representative is the first point of contact for insurance customer when they file a claim. The representative need to be highly capable in providing customer service and processing requests, while at the same time ensuring policy holders do not violate insurance contract payment terms. The revenues of the company are directly dependent on the competency of the claims representatives.

With increased competition, a volatile economy and the profitability of the organization riding high on the performance of these claims representatives, the insurance company needed a robust performance management system to manage the productivity of its 16,000 representatives. They required a platform that could give a holistic view of the talent available. This included proficiency levels, outcomes against determined performance measures, behavioural patterns, customer satisfaction levels and areas of training and development.

The insurance company invested in a Business Intelligence (BI) solution for the performance management of its claims representatives. Unfortunately, the organization was unable to experience the full benefits of the solution even after several months.

  • The company had 35 lines of business, each with its own hierarchy and unique reporting lines.
  • There was disintegration between the legacy systems and new technologies, leading to inefficiencies in the data change process.
  • Information was in multiple versions stored in disparate data silos.
  • There were large volumes of organizational data reaching close to 10 terabytes.
  • There was a lack of clear accountability for managing the complete delivery of the BI project.
  • Senior management had no basis for evaluating the return on investment (ROI) for the BI solution.

To overcome these challenges the insurance company selected Nuvento. With our deep domain knowledge and strong experience in Business Intelligence, we supported the client with the best fit solution to meet their specific requirements.

Nuvento adopted a multi-pronged strategy and took up data cleansing as the first priority. A centralized Data Warehouse was built, bringing down the volumes of data to 6 terabytes organized into Star Schema. Also deployed Nuvento’s Extract, Transform, Load (ETL) Center to ensure effective synchronization of all data.

  • As a performance management framework, we built a balanced scorecard to monitor and implement strategy maps covering auto, commercial, property and workers compensation lines. The metrics and Key Performance Indicators (KPIs) were created and based on 4 million claims with more than 200 million transactional activities on a yearly basis.
  • We implemented a web-based reporting system that integrates with Lightweight Directory Access Protocol (LDAP), providing access to wider information. The reporting system assists the entire organization spanning 20,000 employees, to make performance decisions based on operational data.
  • Nuvento used its own product called Business Intelligence Report Center to organize the data in OLAP models. Users across the organization were able to generate self created reports in a record time of 5 seconds. Prior to this implementation it took 10-15 minutes to create any report.
  • Predictive analytics were used on the volumes of organizational data to create a proprietary claim scoring algorithm.
  • The BI solutions were developed on the best technologies in database management systems:
    • SQL Server Analysis Services (SSAS)
    • SQL Server Reporting Services (SSRS)
    • SQL Server Integration Services (SSIS)
    • .NET Framework 3.5
  • Supporting applications used to make the performance management system effective were:
    • Claims System (Siebel) to extract data on claims, reserves, payments, vendors, inventory, etc
    • Employee Management System (Oracle) for employee based data
    • Audit Management System (Oracle/Text Files)
    • Estimates Management System
    • Vendor Management Systems
    • Customer Service Survey Management System
    • Policy Management System
  • Offered cost effective, agile and customized solutions, ensuring immediate tangible benefits
  • Seamlessly integrated with existing systems, avoiding additional and unnecessary investments. The total cost of ownership was reduced by 50%
  • Enabled easy creation of self–service reports with the use of best BI business users need
  • Increased productivity among claims representatives
  • Spanned across every level of organization data. The solutions covered 30,000 people with more than 28 different business divisions that include liability, Casualty, fire, theft, commercial, workers compensation and coverage
  • Included more than 150 different metrics based on quality, claim parameters like transactional activities, documents, audit processes and estimates
  • Reduced turnaround time for new scorecards to less than 5 days
  • Provided access to the best technologies and BI tools