Case Study: A Claims System Modernization

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2 Case Study: A Claims System Modernization Session Number 371

3 Introductions Mark Pfenning Director, IT, Plymouth Rock Companies Bob Dale Director, Application Development, Plymouth Rock Companies Boyd Fittes VP, Product Management, StoneRiver

4 Introductions Deliver more than just insurance: added assurance of great value ease, service & innovation Approach has made PRC agents and policyholders among the most loyal in the industry Write and manage over $1 billion in annual auto & homeowner s insurance premiums

5 Quick Summary of PRC Initiative Personal Auto NH, NJ, MA, CT Stream Claims Commercial Auto NJ, MA, CT Homeowner NH, NJ, MA, CT Dwelling Fire NJ, MA, CT Personal Umbrella NH, NJ, MA 400 production users 5,000 new claims per month Fully integrated with third party applications Migration comprises 1.65 million+ legacy claims in total

6 Business Drivers Initiative in Brief Provide flexibility, scalability, & decrease costs Use tech platform aligning with PRC strategy Replace legacy system with Stream Claims Business Drivers Enable integration & support of internal apps Process claims more quickly & effectively Enable ability to offer latest products & services Implement Web-based claims system based on open standard Allow seamless access to customer info

7 Business Drivers Business Case in Brief Existing claims solution, implemented in 2002, had limitations Stable, but at end of life cycle Increasingly difficult to secure resources to support environment and processing needs

8 Business Drivers Business Impact Able to develop more functions on mobile devices Allows business users to configure and modify key business functions Key Benefits Enables workflow automation and process flexibility with integrated rules engine Flexibility, agility and cost efficiency to service clients better

9 Technology Tools First major deliverable on our new enterprise platform Leverages a balance of best of breed third party products and open source products IIP platform is a full services-oriented architecture, including: Enterprise bus integrating the core system functionality BPM rules engine for workflow and process automation Rich Internet Application UI for intuitive, flexible user experience ETL (Extract/Transfer/Load) tool for data warehousing and other services to integrate to third party services and devices

10 Innovation Defined Innovation Stream Claims in early phase of development life cycle Stream Suite framework & IIP technology platform available to build on New framework differentiates solution from other systems Unique partnership opportunity Integration of 3rdparties, custom eclaims for FNOL & dispatching adjusters Platform independent, SOA, & open source - includes Enterprise Service Bus Stream Suite lower cost of implementation flexible, efficient, powerful platform

11 Innovation Overcoming Obstacles Addressing scope The integration components evolved in parallel One of the benefits of working with StoneRiver was the cohesiveness of the teams

12 Innovation Summary Personalized screen preferences Standard interface throughout Suite Multiple navigation channels within claim Integrated CAT Tool Innovation Prior Claim History Links Advanced search functionality Multiple users able to work in same claim

13 Innovation Summary (cont d.) Exportable payment grid with filtering Exportable data tables with filtering User maintained demographic information Innovation (cont d.) Flexible configuration options Integrated Rules Builder Tool Unlimited data retrievers / rules triggers Unlimited custom & nested details Event-based rules trigger automatic activity

14 In Summary Innovative Claims solution on a modern service oriented technical platform Improved claims intake with launch of eclaims (FNOL, Dispatch) Cross company efficiencies from operational alignment Positioned to respond to changing market needs such as self service Expect efficient/affordable release upgrades with plans to move to Stream Suite for Policy and Billing Advancement in business intelligence & analytics with central Customer management

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