Success stories: How Hyland helps insurers innovate and automate

Insurers deal with large volumes of data and documents for key business processes. Yet, they don’t always know where to find the information they need.

A Forrester Consulting study of 405 enterprise content management decision-makers showed that 42% of respondents have large amounts of critical content hiding in information silos across the enterprise. To improve information access and get actionable insights, many are turning to automation.

Asked for the primary objectives driving their organization’s content management strategy, more than 60% of the Forrester respondents selected cost-effective automation. The global survey also showed that 69% of the decision-makers realized or anticipated improved operational efficiency and effectiveness from intelligent automation.

Hyland helps insurers automate tedious and complex tasks, giving your employees more time to focus on more engaging and strategic work.

Here are just a few examples:

NJM Insurance Group

Use case: Legacy system modernization

Challenges they faced:

NJM, one of the top workers’ compensation carriers in the U.S., struggled with a legacy imaging system that wasn’t integrated with Guidewire. The insurer also had heavy paper-based processes that resulted in slower processing of claims, lengthy customer service transactions and limited visibility into claims management.

Innovation in action

NJM migrated more than 30 million documents from their legacy system into Hyland OnBase — hosted on AWS. The insurer then integrated OnBase with Guidewire ClaimCenter to manage workers’ compensation claims and associated documents such as medical bills and reports.

NJM inputs about 17 million documents each year and is managing more than 300 million documents in their OnBase solution.

Key results

Accelerated processes: Workflows generate claims, medical or legal activities based on document type. From the ClaimCenter interface, automated notifications inform adjusters, medical case managers and legal that activities require completion or that documents related to their cases have arrived. These notifications assist staff with the timely resolution of claims and prevent NJM from incurring penalties by missing regulatory deadlines.

Enhanced customer experiences: Hyland’s Guidewire integration provides secure and immediate access to accurate information, which in turn results in the prompt handling of questions and concerns. Inquiries that used to require multiple phone calls and several days are now resolved within hours.

Efficiency gains: Claims staff save significant time by leveraging correspondence, assigning tasks and sending notifications via Guidewire. Seamless access to documents in OnBase within ClaimCenter increases the number of claims an adjuster can manage at once.

Added flexibility: NJM’s 2,300 users can remotely access and export documents to share with business partners to assist with claims and litigation. And with OnBase, document packets are easily created and tracked.

> Learn more | NJM modernizes its operations with Hyland and Guidewire

Use case: Digital and data transformation

Challenges they faced:

Erie Insurance manages 7 million policies and has 4,000 active users in its system. A large majority — 80% — of the company’s information is unstructured data.

As Erie Insurance embarked on a large transformation project, the company encountered performance challenges as it tried to integrate and migrate all of its content. This, in turn, affected the user experience.

Innovation in action

Erie Insurance, one of the largest property and casualty companies in the U.S., is one of the first Hyland customers to complete a cloud-to-cloud integration between the Hyland Cloud and Guidewire. It’s also the first Hyland customer to transact the Hyland Cloud on the AWS Marketplace.

Content is driving the company’s claims processing. Erie Insurance is migrating almost a billion documents to the Hyland Cloud, “making it easily available for our end users and stakeholders to provide best-in-service support from an underwriting perspective,” Executive Vice President and Chief Information Officer Partha Srinivasa said.

> Learn more | Three keys to insurance innovation

Key results

Erie Insurance is in the early stages of what Srinivasa describes as a four-part journey — only all four (technology modernization, digital transformation, data transformation and cloud migration) are happening at the same time.

“Hyland is helping us leverage the most value out of our content so that we can provide better service to our customers,” Srinivasa said.

With content at the foundation of its transformation, Erie Insurance is optimizing its processes and driving better productivity to provide valuable insights and make key decisions.

“I think that’s the core of what content as a foundation can do,” Srinivasa said. “And that’s how we are thinking about leveraging Hyland in the future — to drive better innovation.”

> Webinar | See how IDP is driving insurance modernization

Use case: Automated claims processing

Challenges they faced:

The regional mutual insurance company struggled with an aging legacy system with limited functionality. The antiquated system was inefficient and didn’t have an analytics component, and the insurer found it difficult to allocate work to the right adjusters at the right time.

Automation in action

Mutual of Enumclaw leveraged OnBase to bulk-assign claims to an adjuster or group of adjusters, which was a big improvement from a previously manual process.

The insurer utilized WorkView, Hyland’s low-code, configurable framework, to build a first notice of loss (FNOL) tool within OnBase. This helped Mutual of Enumclaw automate the FNOL process and accurately assign certain claim types to the appropriate adjuster.

Later, the insurer integrated Guidewire with OnBase to create a modern, core claims system.

Key results

Seamless integration: Working together, Hyland and Guidewire offer complete processing and intelligently link all related information to a claim or policy. By minimizing the need for custom coding, Mutual of Enumclaw has decreased capture and document management implementation time and costs by 50% or more, improved team performance and reduced time to market for new products and services.

Customer experience gains: The insurer more accurately directs incoming documents to the right claims employee, helping it speed up the time it takes to respond to customer inquiries. With Hyland and Guidewire, Mutual of Enumclaw has improved customer service throughout the claims life cycle.

Improved user experiences: Previously, adjusters had to jump back and forth from the legacy claims solution to OnBase. Now, users work exclusively in Guidewire ClaimCenter, complete with all of OnBase’s capabilities.

> Learn more | Mutual of Enumclaw cuts claims processing times

Increased volumes of unstructured data, outdated systems and savvy competitors are keeping insurers up at night.

Hyland can help your insurance organization fuel innovation with intelligent solutions that deliver compliant, AI-driven process automation.

Are you ready to be our next success story? Chat with us now.