Imaging and Work Flow Automation Getting on the same page: What companies and agents want from each other

Background Regional, Multi-Line Carrier States - NY, PA, CT, NJ 85% Commercial BOP, CPP, Contractor 15% Personal HOP, Auto, Landlords 2004 – Approx 85 Million DWP Utica First Insurance Company

Why did we adopt an Imaging and Workflow solution ?

Paper Everywhere

Areas to Address Company growth / No room Improve turn around time Eliminate ‘Out of file’ and lost documents Poor workflow management Improve Cust. Service – Reduce callbacks ‘Knee Deep’ in Paper – Backlog LRP eCommerce

What did we do ???

Imaging and Work Flow Automation Imaging Project –Eval / Purch Imaging and Workflow Software –Upgraded Network Infrastructure –Upgraded desktops/scanners Ran a pilot –Claims 9/11 occurred during pilot Roll Out –Personal Lines U/W –Commercial Lines U/W –Accounting –IT Kept Work flows simple New transaction basis Populated DB with Claim/File skeleton

Implementation Issues Big cultural change –Work off screens –Deal with workflow mgmt. –Took 6 months to adapt Speed of Implementation - Training and adjustments Backscan –60,000 policies, 15,000 claims –18 months –Recovered 1500 sq. ft Network and Data growth

Automated Workflow

What Are The Benefits Of Imaging/Workflow Automation….. In Other Words … The Paperless Office

Imaging and Workflow Automation Benefits Instant and Multiple User Document Access at all times File Tracking –Elimination of lost files –No Drop Files –Provide immediate status in workflow Control and Prioritize –Reduce Cycle Time …. ‘click to completion’ –Automate Workflow –Measure Results –Eliminate Bottlenecks –Provide Management with Operations Tracking Provide Document Retention

Imaging and Workflow Automation Benefits Streamline Mail and Fax Delivery ‘Single’ Repository –All documents in one place Reduced phone calls and clerical support Better customer service Reduce cost of storage and retrieval Ability to make documents ‘Web accessible’ Provides offsite disaster recovery of files

Data and Network management Disaster recovery –Internal (Audit and Test) –Off Site Vendor/Carrier Pilot –Integrate Agency/Carrier Imaging and Workflow Imaging - Current Focus