(Detail of the Back Bay neighborhood of Boston. Photo credit: Rick Berk.)
Homesite Group, a Boston-based subsidiary of American Family focused on the homeowners’, condominium and renters markets, has implemented Insurer Claims, a component of Innovation Group’s (Farmington, Conn.) Innovation Insurer suite, replacing an in-house developed claims system. The software, which has been launched as the Homesite Claims Management System (CMS), will enable the carrier to provide better customer service with technology better aligned to its enterprise architectural vision.
“Enhancements to our existing claims administration system required significant customization and did not support the time-to-market requirements for our growing business,” comments Pete Settel, executive VP and CIO, Homesite.
The lack of both native capabilities and integration with Homesite’s service and data infrastructure were impeding the insurer’s ability to keep pace with customer expectations, according to Settel. The legacy capabilities were a drag on business direction as well as being out of synch with the carrier’s enterprise architecture. “Innovation Group has provided a platform with significant out-of-the-box, full lifecycle claims functionality, and a flexible framework for enhancements to meet business expectations and continually improve customer experience,” Settel says.
Homesite reviewed many claims software vendors and their solutions with help from research and advisory firm Novarica (Boston). The carrier undertook the implementation with Innovation Group to develop what a joint statement characterizes as develop several unique features within CMS:
- Automation of key workflows, supporting streamlined adjuster experience and improved self-service;
- Intelligent integration design with forms, document management and telephony systems; and
- Increased granularity and breadth of data available to claims personnel and underwriters to support greater automation during the adjustment process and improved analytics around profitability, fraud detection and customer satisfaction.
“The Innovation Group partnership with Homesite has been successful because our two organizations share cultural similarities that prioritize customer service standards,” comments Euan King, CEO, North America Insurer Software for Innovation Group. “As the foundation for CMS, Insurer Claims will help Homesite improve overall business performance, and help the company respond faster to consumer and market demands, while supporting their broadening customer and partner relationships, and ensuring they are always future-ready.”