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A roadmap for successful
claims system transformation
Enabling agility
2
Transformation is Possible for All
Copyright © 2015 Accenture All rights reserved.
• Many insurers are reluctant to implement
a new core system due to perceived risk
and concerns of cost
• Core-platform transformation need not
be prohibitively expensive or painful
• Regardless of size, budget or ambition,
this transformation is within the
reach of every insurer
Creating a roadmap
for core-platform transformation
3
4
Establish a Strong Business Case for Change
Copyright © 2015 Accenture All rights reserved.
Developing a business case forces stakeholders to identify objectives and pain points, and to document the business value in undertaking change
Must understand the organization’s strengths and weaknesses—and identify gaps
Must have clear vision of the end-point and understand how that will impact
business operations change
Outline the desired benefits of the transformation and establish clear and measurable goals
5
Select Technology that Aligns with Business Case
and Complements the Organization
Copyright © 2015 Accenture All rights reserved.
When selecting technology, insurers should ask themselves:
How does the
technology enable
the future vision
we want to achieve
and align with our
organization’s
goals?
How does the
technology
enable us to
respond to
evolving
consumer trends
and
expectations?
Will we need
to convert
data from our
existing
claims
system?
Will the full
solution be
implemented
across the
claims
function or
only a few
select
components?
How will the
new
technology
integrate within
the IT
ecosystem?
6
Select Technology that Aligns with Business Case
and Complements the Organization
Copyright © 2015 Accenture All rights reserved.
Ultimately, the choice of technology will be determined by how well it aligns with the organization’s business imperatives.
7
Establish Thorough Delivery, Implementation and Rollout Plan
Copyright © 2015 Accenture All rights reserved.
Plan should
align with
existing
constraints
and
business
culture
Program
should be
staffed with
dedicated
business
and
technology
decision-
makers
Focus first
on getting
core
processes
and data
integration
perfected
Ensure that
enhancements
and features
don’t hinder
roll-out of
core
functionality
Select the
most
appropriate
roll-out
approach
8 Copyright © 2015 Accenture All rights reserved.
Types of Roll-Outs
Big bang Modular release
Geographic release
• Lower overhead costs for single release • Users experience only one set of changes • Companies get fully-functioning system into place • Faster speed-to-market • Potential for higher risk • No time to incorporate feedback and lessons into future releases
• Components such as FNOL, released individually • Demonstrates early results • Provides opportunity for user feedback • Helpful if requirements are not well-defined • Users must manage multiple sets of changes • Potential for higher integration risk
• Targets groups to reduce business interruption • Ability to incorporate feedback from earlier releases into future ones
Hybrid release (i.e. modular, by geography)
• Provides time to refine process and training • Flattens support requirements and keeps training manageable • Ability to incorporate feedback and lessons into future releases • Users must manage multiple sets of changes
Line of business release (i.e. auto, home)
• Focuses efforts and interface on one LOB • Speeds initial delivery • Ability to incorporate feedback and lessons into future LOB releases
Three Pillars for Success
10
Use the Right Metrics
Copyright © 2015 Accenture All rights reserved.
• Clear and measurable metrics should align with business
case goals and objectives
• Metrics should align to three categories: • People
• Productivity
• Profit
• A pre-transformation benchmark is required to
measure post-implementation success
11
Manage Integrations and Dependencies
Copyright © 2015 Accenture All rights reserved.
• Insurers must understand the full scope of integration
and ID those required to launch
• Need to cross-check integration with all downstream
data requirements (i.e. Accounting Department,
policy systems, rating engines)
• Need to test data input from all sources of data,
including external parties and platforms
12
Commit to Change Management
Copyright © 2015 Accenture All rights reserved.
• All stakeholders should be committed to the program
and diligently control the scope of the project
• Clear, consistent communications with all users – including
external ones – is essential to identify issues and gaps
• Attention must be paid to how changes will affect all users,
including call centers and direct customer portals
• If new platform shifts workers from tasks to more strategic
decision-making, retraining is essential
13
Read the Report
Copyright © 2015 Accenture All rights reserved.
To download the full report, please visit:
https://www.accenture.com/us-en/insight-enabling-agility-claims-
system-transformation
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