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Insurance

Modern Digital Workflow Improves P&C Processes Worldwide

The Challenge

A global property and casualty (P&C) insurer desperately needed a standardized, modern platform for document management and workflow. Its current system required different versions to be deployed in each of the 54 countries in which the company operated, creating complexity and limiting scalability. The aging technology was no longer supported, and the system had to be taken offline for updates. Any system change required a lead time of up to six months. Not surprisingly, the user experience was poor for the company’s underwriters and brokers—largely millennials—who expect efficient systems and real-time digital capabilities.

Our Approach

Using an iterative delivery model, Cognizant's insurance technology experts led a group of vendors in developing proofs of concept and then defining a strategy and roadmap to develop a custom platform. Requirements were included as either part of the core functionality or for local customizations. Digital Experience and prototyping teams worked collaboratively with designers and architects to develop prototypes and workstreams for user acceptance, interfaces, document redesign, migration and quality assurance. In addition, over 40 legacy interfaces were redesigned to optimize the user experience.

A custom document management framework supported the migration of over 500 million documents. Workshops were conducted worldwide to bring users up to speed with the application’s real-time interfaces and analytics. The platform is now live in 10 countries, supporting 10,000 users, and is expected to be rolled out in 44 more countries within 12 months.

Standardizing Document Management and Workflow Worldwide

Cognizant developed and deployed a custom document management and workflow platform to more than 10,000 users in a multi-country, multi-year rollout, ultimately migrating more than 500 million documents. Through real-time digital interfaces, users can quickly access the core policy administration system, which is integrated with underwriting, claims and policy management. This has optimized efficiencies, performance and the user experience worldwide.

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30%–40% reduction

in operating and infrastructure costs

23% faster

underwriting process

20% greater

transaction volume

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