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Imaging and Work Flow Automation

Imaging and Work Flow Automation. Getting on the same page: What companies and agents want from each other. Utica First Insurance Company.

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Imaging and Work Flow Automation

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  1. Imaging and Work Flow Automation Getting on the same page:What companies and agents want from each other

  2. Utica FirstInsuranceCompany BackgroundRegional, Multi-Line CarrierStates - NY, PA, CT, NJ85% Commercial BOP, CPP, Contractor15% Personal HOP, Auto, Landlords2004 – Approx 85 Million DWP

  3. Why did we adopt an Imaging and Workflow solution ?

  4. Paper Everywhere

  5. Areas to Address • Company growth / No room • Improve turn around time • Eliminate ‘Out of file’ and lost documents • Poor workflow management • Improve Cust. Service – Reduce callbacks • ‘Knee Deep’ in Paper – Backlog • LRP eCommerce

  6. What did we do ???

  7. Imaging Project • Eval / Purch Imaging and Workflow Software • Upgraded Network Infrastructure • Upgraded desktops/scanners • Ran a pilot • Claims 9/11 occurred during pilot • Roll Out • Personal Lines U/W • Commercial Lines U/W • Accounting • IT • Kept Work flows simple • New transaction basis • Populated DB with Claim/File skeleton Imaging andWork FlowAutomation

  8. Implementation Issues • Big cultural change • Work off screens • Deal with workflow mgmt. • Took 6 months to adapt • Speed of Implementation -Training and adjustments • Backscan • 60,000 policies, 15,000 claims • 18 months • Recovered 1500 sq. ft • Network and Data growth

  9. Automated Workflow

  10. What Are The Benefits Of Imaging/Workflow Automation….. In Other Words … The Paperless Office

  11. Imaging and Workflow Automation Benefits Instant and Multiple User Document Access at all times File Tracking Elimination of lost files No Drop Files Provide immediate status in workflow Control and Prioritize Reduce Cycle Time …. ‘click to completion’ Automate Workflow Measure Results Eliminate Bottlenecks Provide Management with Operations Tracking Provide Document Retention

  12. Imaging and Workflow Automation Benefits Streamline Mail and Fax Delivery ‘Single’ Repository All documents in one place Reduced phone calls and clerical support Better customer service Reduce cost of storage and retrieval Ability to make documents ‘Web accessible’ Provides offsite disaster recovery of files

  13. Data and Network management Disaster recovery Internal (Audit and Test) Off Site Vendor/Carrier Pilot Integrate Agency/Carrier Imaging and Workflow Imaging - Current Focus

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