Congratulations to customer AAA Northern California, Nevada & Utah Insurance Exchange for their recognition as a Celent 2013 Model Insurer for policy administration. Several Insurance Exchange and Exigen staff were on hand in Boston in February at the awards ceremony that highlighted the benefits of the company’s transition to a new policy administration system and their utilization of effective change management practices to accomplish it.
By any scale the Insurance Exchange’s project is large and complex. It involves replacement of six legacy PAS and three legacy billing systems. After the original Auto book roll-out in California, the organization has been able to hit a good stride with Auto roll out in 7 further states in the last six months of 2012 and an additional 13 states scheduled in 2013. Homeowners is also currently in deployment. The Insurance Exchange offers personal lines insurance to AAA members through partnerships with AAA clubs in 23 states and Washington, DC. Nearly one million auto policy holders and 1.7 million cars in California alone are insured by the Insurance Exchange.
Kim Bissell, the Insurance Exchange’s IT Director, on receiving the award commented “This allows us to rapidly add new channels and new products and services at reduced cost.” Kim recognized Insurance Exchange leadership “who identified the significance of targeted investments to enable agility and efficiency in our business by reducing complexity in our systems” and “those who so effectively executed the implementation by leveraging Exigen pre-configured solution packages and closely aligning business processes to standardized integration services.”
From left at the awards ceremony, Karen Monks, Celent, Mark Binman, Exigen Services, Gwen Spertell, Exigen Insurance Solutions, Tracy Tillinghast and Kim Bissell, AAA NCNU Insurance Exchange and Mike Fitzgerald, Celent.
The Insurance Exchange utilized a Change Management Office and Program to ensure that the 80% of the organization affected by the introduction of the new policy administration system would receive complete, accurate and balanced information about the changes. It established a strong change champion and support network consisting of managers and supervisors, super users, support processes and tools. This included the creation of a model office/demo/training environment to allow users the opportunity to get a feel for how the new system would work.
The system roll-out experience for California Auto exceeded expectations, says the Celent Model Insurer report. Benefits include:
- A high user adoption rate at implementation of 60%.
- More than 2,500 staff members gained browser-based access with more than 1,000 staff using the system to quote, bind, and manage California auto policies.
- Policies on the new PAS can be sold about 33% faster than with the old system.
- Training new staff members is quicker because sales and service workflows and screens are the same.
- Real-time policy servicing is quicker and more accurate because there is a single view of the customer with cleaner and more recent data.