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Imaging and Document Management in Insurance: Case Study Insights from CAS Seminar 1998

This case study, presented by Baron Gemmer of Innovative Corporate Solutions at the CAS Seminar in Miami Beach, delves into imaging and document management within the property and casualty insurance sector. Covering critical issues, benefits, and future prospects, the presentation explores a mid-sized insurance company's transition to digital documentation, evaluating system information, startup challenges, production modes, and re-engineering for efficiency. Learn how the implementation improved productivity, customer service, and file management for the company while addressing key concerns in a mixed image-paper environment.

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Imaging and Document Management in Insurance: Case Study Insights from CAS Seminar 1998

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  1. CAS SEMINAR ON EMERGING TECHNOLOGIES Miami Beach, Florida April 23, 1998

  2. IMAGING AND DOCUMENT MANAGEMENT An Imaging Case Study: Issues & Answers Presented by Baron Gemmer Innovative Corporate Solutions, Inc. 175 Stafford Ave, Suite One Wayne, PA 19087 (610) 688-0484

  3. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Benefits • Futures

  4. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Benefits • Futures

  5. Company Background • Property & Casualty Insurance Company • Home Office in Blue Bell, PA • Primarily service Mid-Atlantic Region • Approx. 900 Employees • 16,000 Policies / 76,000 Claims annually The PMA Group Policy

  6. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Benefits • Futures

  7. System Information • Platform • Mainframe-based: CICS, DB2, COBOL II • Parts of IBM ImagePlus for MVS • DOS, OS/2, & Windows 3.1 / 95 PC’s • Dual monitor and single monitor workstations

  8. System Information • Scope • Departments: Claims, Underwriting, Risk Control, A/R, A/P ... • Workstations • 1000 total in all locations • 70 scanner and 70 printers • Daily Activity • 10,000 documents input (25,000 pp = 1Gb) • 500,000 mainframe transactions

  9. System Information • Storage • 170 Gb on DASD (around 9 months) • 920 Gb in 7 optical jukeboxes (10.6 million documents) • Contents: Files DocsPages Claims - 513,000 9.1M 22.0M Policies - 187,000 2.6M 7.9M Overall - 759,000 12.4M 33.1M

  10. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Startup Phase • Production Mode • Benefits • Futures

  11. Issues: Startup Phase • System Type • Departmental/Enterprise-wide • Active (workflows, heads-down processing) vs. Archival • Application-specific, integrated, generic • Hardware platform

  12. Issues: Startup Phase • Implementation • Vendor vs. In-house (hardware, software, integrator) • Pilot project • Re-engineer/Automate current process • Backload/Go forward

  13. Issues: Startup Phase • Obstacles • Justification • Image-paper boundaries • Mixed image/paper environment • Resistance from users

  14. Issues: Production Mode • System • Downtime/Response time/Availability • Workstation installation/communications • Security (Who/What/How) • Backup and recovery • Line-of-business integration • Bells & Whistles

  15. Issues: Production Mode • Physical Files • Document retention/shredding • Retained items • Backloading: new business/old files • Printing: outside requirements • People • Personnel • Resistance - printing, favoring paper files

  16. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Benefits (Answers) • $$$ • Productivity • Customer Service • Re-engineering • Futures

  17. Benefits: $$$ • Records Storage: Purging/Rental • File Room Space • Supplies • Reduced Travel Costs (e.g. audits) • Personnel??

  18. Benefits: Productivity • No lost files/out of files • No filing: mail or returned files • Improved file views • Decreased callbacks • Timely backlog monitoring • Easier standards enforcement • Reduced tasks (through integration)

  19. Benefits: Customer Service • Better File Handling • Files seen more often • Documentation done immediately • More efficient/faster than paper • Improved File Documentation • Legible • More frequent, complete, and detailed • Marketing Point • Customer/Broker access to files

  20. Benefits: Re-engineering • Geographic (user) independence • Employees not ‘bound’ to office • Customer site • Home • On the road (fax) • ‘Centralized’ Processes • Leverage supervision • Enforce standards/performance • Consolidate part-time functions

  21. Benefits: Re-engineering • Physical (file/document) independence • Simultaneous viewing of files • Home Office, supervisor, technical staff, clerk, legal, customer • Consolidated and instantaneous updates • Efficient partnering relationships

  22. IMAGING ISSUES & ANSWERS • Company Background • System Information • Issues • Benefits • Futures

  23. Futures • Strengthen system integration • Supplement reporting capabilities • Expand “document” types • Increase file portability • Allow internet access

  24. IMAGING ISSUES & ANSWERS Thank you! Questions or Comments?

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