Celent Model Carrier 2009: Case Studies of Effective Technology Usage in Insurance

January 29, 2009


New York, NY, USA January 29, 2009

Celent Model Carrier 2009: Case Studies of Effective Technology Usage in Insurance

Eighteen "Model Carrier Components" are described in this third annual edition, plus Celent’s first annual "Model Carrier of the Year" is named.

In a new report, Celent Model Carrier 2009: Case Studies of Effective Technology Usage in Insurance, Celent recognizes 18 insurance technology initiatives as "Model Carrier Components." The report also names Farmer Alliance Mutual Insurance the "Model Carrier of the Year." These best practices in the use of technology span key areas of the product and policyholder life cycle, including product definition, distribution, underwriting, policy administration, service, billing, claims, and document automation. The report also explains 10 IT best practices and nine measurable business results common to all of the Model Carrier Components.

"One common element of the projects profiled in this report is that people in all levels of the organization contributed to the success," says Celent senior analyst Jeff Goldberg, author of the report. "Carriers that understand how IT and business work together are the ones that accomplish the most."

Model Carrier Components 2009
AIG Private Group: ePCG New Business Automation
Allianz and Aviva (Joint Award): Account Reconciliation Center
Allstate: Centralized Quality Services Framework
AssuranceAmerica: Business Intelligence for Better and More Efficient Customer Service
Assurant: Online Claims Management
Conseco: Reduced Systems Complexity, PerformancePlus
Farmers Insurance: Business Insurance Express
GEICO: Advanced Customer Billing Options
General Casualty: Personal Lines Agency Point of Sale Enhancements
Grinnell Mutual Reinsurance Company: Workflow Automation and Paperless Processing
The Harford Mutual Insurance Companies: Ratabase Rating Conversion
Independence Blue Cross: Paper Elimination "eKit Project"
Metropolitan Life Insurance Company: Attending Physician Statements Outsourcing
Penn National Insurance: Personal Lines Replacement Support
Real Insurance: Pay-As-You-Drive Product and Systems Implementation
Tokio Marine and Nichido Fire Insurance Company: New agency management system, "TNet"
WPS Health Insurance: Document Generation Solution
Farmers Alliance: Model Carrier of the Year 2009

Nominations were accepted throughout 2008, and the Celent insurance team selected the 19 winning initiatives based on the business benefits provided. Each Model Carrier Component is described in a brief write-up within the report, including detailed descriptions of business drivers, technology environments, and quantitative success metrics.

Nominations for the 2010 report will be accepted throughout the year and may be submitted by carriers or their software vendor partners. For more information, please click here.

This 54-page report contains 18 carrier profiles, one case study, three tables, and one figure.

A table of contents is available online.

Members of Celent's Life/Health Insurance and Property/Casualty Insurance research services can download the report electronically by clicking on the icon to the left.  Non-members should contact info@celent.com for more information.  

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

Table of Contents

New York, NY, USA January 29, 2009

Celent Model Carrier 2009: Case Studies of Effective Technology Usage in Insurance


Executive Summary 3
Background Introduction 5
Common Best Practices and Results 8
Model Carrier Components 2009 19
Agency Portal 20
Billing 23
Business Process Outsourcing 26
Claims 28
Compensation Management 30
Document Automation 32
IT Management 35
New Business Automation 37
Policy Administration 40
Product Design and Development / Rating 42
Service 45
Underwriting 47
Model Carrier of the Year 2009 49
Conclusion 54


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