Best Practices Case Study Compendium 2014

Report Summary

Best Practices Case Study Compendium 2014

May 2014 - This report includes 34 case studies of IT practices and initiatives at insurers. It is designed to provide insurer business and IT executives with detailed examples across as broad a range as possible of diverse industry initiatives.Prior to publication, these case studies were reviewed by a nominating committee of CIO members of the Novarica Insurance Technology Research Council, which selected nominees for a Novarica Research Council Impact Award in each category. The 11 nominees are highlighted in this report, along with more than 20 other cases.

The 2014 nominees are:

  • AIG, for its global extended warranty system (transformation project)
  • Amica, for adopting DevOps (new practice)
  • Brickstreet Mutual, for adopting Agile development (new practice)
  • Encompass, for re-engineering its agent portal (expansion project)
  • Foresters, for transforming its new business and core systems (transformation project)
  • ICW, for its portal and underwriting workstation (expansion project)
  • Legal & General of America, for e-delivery of policies (quick hit project)
  • Patriot National, for total legacy replacement (transformation project)
  • Penn Mutual, for its Data as a Platform initiative (transformation project)
  • Tokio Marine North America, for its pricing and portfolio analytics initiative (expansion project)
  • Women’s Life, for its rapid new business system deployment (quick hit project)

The winners will be selected by a vote of the 300+ insurer CIO and senior executive members of the Research Council and announced at the Novarica Impact Awards Summit in NYC on August 13, 2014.

Other cases in the report include:

  • A.I.M. Mutual: Core System Replacement
  • AFLAC: IVR Replacement Leveraging Web Services
  • American Family: Customer Communications Infrastructure
  • Amerisure: Analytical Reporting for Loss Control
  • Amerisure: Loss control application
  • Argo Group: End-to-End Rate/Quote/Bind/Issue
  • AXA: Annuity Platform Transformation
  • Baldwin & Lyons: Claims Consolidation
  • Cypress: Distribution Management
  • EMPLOYERS: Self-Service Portal Transformation
  • Glatfelter: Modularized CCM
  • Glatfelter: Portal for risk control surveys
  • Kemper: Claims Data Conversion
  • Kemper: IT Strategic Value Model
  • Philadelphia Insurance: E-App Reengineering
  • ProMutuel: Claims Consolidation
  • Standard Insurance: SaaS Claims Transformation
  • Tokio Marine Management: Website Relaunch
  • US Assure: Legacy Billing Replacement
  • XL: Tablet-Based Risk Engineering Application
  • Zurich: CCM Transformation
  • Anonymous: Claims Transformation
  • Anonymous: Global Consumer Insurance Platform

Taken together, these case studies provide a useful set of examples of impactful IT projects. While they vary widely, some common characteristics of impactful projects are:

  • Clear articulation of expected business value
  • Consistent executive sponsorship
  • Consistent and frequent communication during the project
  • Close coordination with vendors
  • Clear use of success metrics.

List of Case Studies…2
General Observations About Impactful Projects…4
Practices (three cases)…6
Quick Hit (six cases)…11
Expansion (eleven cases)…19
Transformation (fourteen cases)…39
About Novarica…63


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