In CASE you haven’t heard, leading insurers are succeeding with case management software
I’m very excited to share the news that two of our customers recently won awards for their case management systems. These organizations recognized they needed to evolve, so they did. Here are their stories.
Grinnell’s award-winning case management system
While successfully providing property and casualty insurance and reinsurance to customers for more than a century, Grinnell Mutual Reinsurance Company’s underwriting and claims processes needed an overhaul. With little visibility into one another’s workloads and decisions, Grinnell’s Claims and Underwriting departments had no easy way to collaborate on policies or claims. With information required to handle those policies and claims scattered across paper files, network shares, email inboxes and an AS400 processing system, service levels and audits needed help.
Using its existing enterprise content management platform, Grinnell created a mission-critical case management system to better manage underwriting and claims processes for all its clients. And it worked.
Because Grinnell, the largest primary reinsurer of farm mutual companies in North America, was recently recognized by the Workflow Management Coalition (WfMC) and BPM.com for case management success. The award highlighted how Grinnell transformed and optimized its information-intensive underwriting and claims processes.
Rather than spending time and money on custom development, Grinnell’s System Administrator created the solution via point-and-click configuration, leveraging its enterprise content management system’s underlying content repository and native integration and workflow management functionality. The solution now provides Underwriting and Claims with access to all policy and claim information in a single, central location.
The solution also integrates with Grinnell’s homegrown processing system, automatically displaying updated claims data alongside related policy information.
“Our OnBase case management solution provides a 360-degree view of policy and claim information, which has improved collaboration between our Underwriting and Claims departments and transformed our processes,” said Missy Gaul, IT manager at Grinnell Mutual Reinsurance. “The ability to see all notes surrounding a policy or claim, as well as the decision trail behind those processes, from one central place, ensures we have total visibility to improve both compliance and service levels.”
WPS’ award-winning case management system
WPS Health Solutions (WPS), a not-for-profit health insurer, also recently received the prestigious Global Award for Excellence in Case Management.
Like Grinnell, WPS used OnBase as an enterprise information platform to build a case management system to adapt processes to the dynamic and unpredictable nature of knowledge-driven work. WPS created a solution to improve its information-intensive credentialing and enrollment process to help review and enroll the more than 100,000 physicians and medical facilities that want to offer Medicare services.
“The OnBase case management solution provides a comprehensive view of the information our employees need to manage, review and validate provider enrollment applications,” said Janet Kyle, executive vice president for Government Health Administrators at WPS. “The solution helped us drastically reduce processing times to become one of the most efficient Medicare Administrative Contractors for provider enrollment.”
This marks the third consecutive year that the WfMC has recognized an organization using OnBase case management capabilities.