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SCRIPTS FOR THE SERVE-NET
DEMONSTRATION SUITE
VERSION: October 8, 1990
SERVENET DEMONSTRATION
SCRIPT
DRAMATIS PERSONAE
DEMONSTRATION TITLE OF DEMONSTRATOR
AREA
TOUR MANAGER EXECUTIVE DIRECTOR OF FREEDOM LIFE CASUALTY
PROPERTY & CASUALTY OPERATIONS
AGENCY AGENCY SUPPORT MANAGER
UNDERWRITING UNDERWRITER
ELECTRONIC MAIL INDEX AND RECORDING OPERATOR
CLAIMS CLAIM SUPERVISOR
CLAIM PROCESSOR
LAW DEPARTMENT ATTORNEY
EXECUTIVE WORK STATION MARKETING EXECUTIVE
SPECIFIC ORGANIZATIONAL AND CHARACTER NAMES
INSURANCE COMPANY Freedom Life & Casualty
AGENCY The McVie Agency
POLICY APPLICATIONS Hastings Hardware
HastyServe of Sidalia
Sidalia Bowling & Chowder Society (sent to
issue)
GEOGRAPHIC LOCATION Sidalia, Colorado
CLAIMS (ACCORD) Mission Apartment, Sidalia
Claimant: Roger Blake
Better Bread Bakery, Sidalia
Claimant: Wilma Grubb
LAWYER William Tattersall III
INVESTIGATION COS Strong & Love
Bond Investigators
TOUR INTRODUCTION
BASIC TOUR THEME:
SERVICE EXCELLENCE THROUGH INTEGRATION
NOTE: THIS SECTION OF THE INTRODUCTION WILL BE GIVEN IN THE CONFERENCE ROOM
[SLIDE 1 ON THE SCREEN]
EXECUTIVE DIR Welcome to Freedom Life & Casualty. My name is .[NAME].. and
I am the Executive Director of Operations for the Property &
Casualty line. We are a mid sized carrier with national
operations in both Life and P&C fields. We presently have 6
regional offices. In Commercial Lines our concentration is
in the Small Business market. All our Commercial Lines sales
are through our 600 independent agencies, and as you know,
competition for profitable business is fierce.
[SLIDE 2]
Three years ago we realized that we had some serious
problems and launched what we called a "Situation Study". The
results of the study were broken into the the components of
Corporate Condition, Cause and Action. Our customers were
unhappy [and said so], sales were off, losses were up, profit
was non existent and most important we were losing profitable
agencies. In other words, we were very much like a number of
other companies.
[SLIDE 3]
Based on a careful analysis, we concluded that our major
problem was poor service delivery caused by an unresponsive
operational structure. In addition, we had major operational
bottlenecks and a high cost structure.. Put another way, we
were unable to deliver the kind of service that customers and
agents expected with the rate structure we were held to. We
made a decision that we HAD to take action -- immediately --
in order to survive and prosper. We placed a major emphasis
on changing attitudes within the company while at the same
time changing the way the company did business and enabling
both culture and process changes with Digital technology.
[SLIDE 4]
As a result, our image is better with customers, we have a
positive cash flow, our new business is increasingly
profitable and we are growing in terms of premium income and
policies written and retained. It wasn't a miracle -- it was
the result of taking effective action that allowed us to
focus our potential on providing Exceptional Service through
integration of our operations.
Our tactical goals were to improve service delivery
performance of professional staff, the companies ability to
respond to the dynamics of the market place and overall
return on stockholder's equity. While we took many steps to
achieve this, one of the keys was recognizing that while we
had much data and many capabilities, we were information and
process poor. Correcting these defects required that we
manage and implement integration functions, present
information (not just data) and services to our professionals
(for example underwriters and claim processors) at their
desks. For practical reasons this had to happen without any
significant changes in the systems we already had, be ready
to start deploying within a 12 month period and had to be
cost effective.
Working with Digital we succeeded in all these goals.
[SLIDE 5 - THE DEMO LAYOUT]
So that you can visualize how our operations fit together, we
have assembled this working model of key parts of the
company. For those of you who have seen "Our Town", this is a
similar approach, with Digital sales representatives taking
the parts of the various members of Freedom Life.
The flow you see is designed to show you how we really work.
This is a real operation, with the functions taking place as
we show them.
What you will see includes the following:
An agency, located in a small town on Colorado, and
the way it interacts with the company today.
A regional office, in this case located in Denver.
There, you will see an underwriter working a
policy, an electronic mail room (the next
generation of mail room), our claims handling
operation and finally our litigation specialist
operation.
Finally, an executive in our Home Office in
Des Moines, who will show you how some of the new
executive decision support systems benefit the
company.
[MOVE INTO THE DEMONSTRATION AREA - AT THE ENTRANCE]
Over here is a typical Independent Agency, next to it is the
underwriting operation in the regional office. To their
right is what we call the "Electronic Mail Room", and over
there is the Regional Claims Operation. Further to the right
are the Law Department and the Executive Management desk.
AGENCY
THEME: MAKING BUSINESS EASIER
PROPS REQUIRED:
o ACCORD POLICY APPLICATION FOR P&C ON THE HASTINGS HARDWARE
COMPANY
o PRE PREPARED REPORT IN MAIL BOX SHOWING AT LEAST 10
POLICIES
FOR THE AGENCY IN VARIOUS STATES OF ISSUE. THIS REPORT
NEEDS
TO BE DESIGNED AND POPULATED.
o FAX INFORMATION REQUEST ON THE THE THIRD CHURCH OF SIDALIA
ASKING WHETHER THEY HAVE A SCHOOL, AND IF SO HOW MANY
STUDENTS.
SCRIPT
[SYSTEM IS UP AND OPERATIONAL, WITH THE AGENCY REPORT
TRANSFERRED FROM THE VAX TO THE AGENCY PC AND PRESENTED ON
THE SCREEN THROUGH THE ELECTRONIC MAIL -- READ FACILITY]
EXECUTIVE DIR: "Lets take a look at the James McVie agency in Sidalia,
Colorado. It is a mid sized agency, and has been on our
FreeAge system, that's what we call our new approach to P&C,
for about a year. Before that, all our agencies communicated
by phone, mail sometimes fax and carrier pigeon. I should
mention that the FreeAge system is based on Digital's
ALL-IN-1 desktop software, integrated with Access
Development's Formlink."
What you will see is the new desktop environment we have
given our agents; some of the support tools we are offering;
the submission of a policy using electronic mail; and the use
of FAX as a true electronic information exchange medium.
[DEMONSTRATOR IS SITTING AT A PC AND IS LOOKING AT A
LISTING ON THE SCREEN. DEMONSTRATOR APPEARS UNAWARE OF THE
GROUP WHO HAVE DESCENDED].
"Let me introduce [Name...] who is the Agency Support
Manager."
[DEMONSTRATOR TURNS TO THE GROUP]
AGENCY SUPPORT
MANAGER: "Oh, sorry -- I did not see you all. How do you do.
I was just looking at this report on the status of new
Freedom Life P&C business for this agency. We now get a
report like this every day, and it is a tremendous help in
managing our business."
"Things have changed since the FreeAge system was installed.
Before we had this system, all communication with Freedom was
by mail or telephone. The mail was slow and the phone calls
for information were hopeless because the Freedom Folks could
not find where anything was."
[TURNS TO THE SYSTEM]
"Now I can automatically connect to the Freedom life network,
easily and quickly exchanging electronic mail and reports. I
am using the public telephone network to connect to Freedom
in Denver. However, I understand that there are other options
such as IVANS and other communications carriers.
Now, for example this report:
[POINTS TO THE SCREEN WHICH CONTAINS A NEW BUSINESS STATUS
REPORT]
is produced each morning and placed in my mailbox. I dial in,
pick it up and move it to my PC so that I can look at it. I
can send messages to anyone in Freedom, and they can send
message to me. Of course I also have a full word processing
and information management system in my PC, courtesy of
Freedom, and can integrate other functions that are unique to
my agency."
"I'll put this report away and show you some of the
functionality this system gives us."
[BACK OUT OF THE REPORT AND OUT OF MAIL BY ENTERING THE
ESC KEY UNTIL YOU ARE AT THE MAIN A1S MENU]
"I have an application for a P&C policy from the Hastings
Hardware here -- let me show you how we process it. We have
received a number of quotations, and frankly the rates look
pretty much the same."
[HIGHLIGHT "ACORD DATA ENTRY" BY CLICKING MB1 ON IT OR USE
THE ARROW KEYS AND HITTING (Cr). YOU WILL MOVE THROUGH TO
THE FORMLINK SOFTWARE. DOUBLE CLICK MB1 ON "COMMERCIAL LINE
APPS" AND YOU WILL SEE THE ACORD FORM FOR APPLICATIONS. CLICK
ON RECEIVE AND DRAG DOWN TO LAST AND RELEASE MB1. THE APPLI-
CATION WE ARE INTERESTED IN WILL APPEAR ON THE SCREEN]
[WHAT YOU ARE DOING IS CHANGING THIS APPLICATION FROM A
QUOTE TO AN ISSUE POLICY; THE CLIENT HAS ACCEPTED THE QUOTE
AND WANTS THE INSURANCE]
"To send an application to the company I enter information
using Formlink software. Let me just change the document from
an application to an issue status, and we will be already."
[POINT TO QUOTE (MB1), ENTER SPACE; POINT TO ISSUE (MB1)
ENTER X]
[CLICK MB1 ON SEND AND DRAG TO REPLACE; RELEASE MB1 TO
REPLACE THE APPLICATION IN THE DATA FILE]
[CLICK ON FILE LABEL AND DRAG DOWN TO EXIT; RELEASE MB1. THIS
WILL EXIT THE ACORD APP SCREEN. REPEAT TO EXIT FORMLINK.
AT THE "END WINDOWS SESSION OK" PROMPT CLICK MB1 ON OK. YOU
SHOULD END UP AT THE A1S MAIN MENU.]
"I am now going back to the ALL-IN-1 desktop menu so that I
can transmit to the company."
"OK. Now I can select any of a number of insurance carriers
to send this policy to (provided they accept ACORD
documents). I am going to send it to Freedom Life and
Casualty, however."
[HIGHLIGHT "TRANSFER TO FREEDOM" WITH MOUSE OR ARROW KEYS AND
SELECT IT BY A CLICK WITH MB1 OR A (CR); A SCRIPT WILL BE
EXECUTED IN A1S TO DO THE TRANSFER FOR YOU; JUST ENTER THE
PASSWORDS AS NEEDED (2 OF THEM)]
"I am sending it to them because our agents have all found
that they give our customers the best service and they are
competitive from a price and commission standpoint."
NOTE: DUE TO CONSTANT PASSWORD CHANGES, THE AGENT'S PASSWORDS
ARE NOT INCLUDED HERE. ASK SYSTEMS PERSONNEL FOR THEM PRIOR
TO THE EVENT.
[ENTER THE FIRST PASSWORD WHEN THE SYSTEM STOPS]
"There are passwords required to effect the transmission
these protect the company from improper transmission of
information."
[ENTER THE SECOND PASSWORD WHEN SYSTEM STOPS]
"In this instance I am using the commercial telephone network
to transmit, but I could just as well be using one of a
number of Value Added networks.
"Now -- that application is transferring over to the company.
You might imagine that perhaps 20 or 30 applications might
be taken in a day and the agency would send them all up to
the regional Freedom processing center at the end of the day
with this process."
[PULLS DOCUMENT OFF FAX MACHINE. THE DOCUMENT IS REGARDING
HASTYSERVE PRINTERS AND THE NATURE OF THE BUILDING
CONSTRUCTION]
"This is a question from Freedom on one of the policies I
submitted earlier today."
"While some of the underwriter's questions come to us by
electronic mail, and others by phone, Freedom often faxes
out questions that require a signed answer. They may need
to define the terms of the contract. We fax back the signed
reply. Once we give them the formal information, the policy
is issued very rapidly."
"I know the answer to this, so let me just respond."
[ENTER THE BUILDING CODE ON THE FAX TO ANSWER THE QUESTION
ON THE FAX DOCUMENT. NOTE - YOU WILL NOT SEND THIS.]
"And I have a claim form here that I need to get up to
Freedom ASAP; excuse me a moment..."
[INSERT THE CLAIM FORM IN THE FAX MACHINE FACE DOWN; USING
THE SPEED DIALING FUNCTION OF THE FAX, HIT SEND/RECEIVE,
HIT MODE TO SEE THE FREEDOM #01 IN THE DISPLAY WINDOW AND
THEN HIT "SEND/RECEIVE BUTTON ON FAX TO SEND THE CLAIM.]
"I sent the claim form out. It will go to the claim rep at
Freedom and he will have it immediately in his system for
processing."
"Well, that is that. It couldn't be easier"
"One of my customers called just before you came over and
asked when his policy would be issued, so in a few minutes I
am going to get in touch directly with the underwriter who
was working on it."
EXECUTIVE DIR: We will go over to the underwriter station and see how that
is handled in a minute. ...[name].., could you summarize your
feelings about FreeAge for the folks.
AGENCY SUPPORT
MANAGER: Freedom Life's new system, FreeAge, makes my life easier, my
customers and agents are happier and the company is
commission competitive. For those reasons alone I place the
majority of my business with Freedom.
EXECUTIVE DIR: Thank you ....
What we have seen here are some of the communication tools
and capabilities we have given to the agency force we do
business with. As you can see, they make a real difference to
the way we are viewed by our customers and our sales force.
Now let's now go over to the Regional Office, which is
located in Denver Colorado, and see what happens to the
information we sent in from our agency. We will start in the
underwriting organization.
[STARTS TO DIRECT THE GROUP OVER TO THE UNDERWRITING
OPERATION]
UNDERWRITING
THEME: UNLEASHING THE UNDERWRITER
PROPS REQUIRED:
o SPEAKERPHONE
o WIP & DATA RECORD FOR APPLICATIONS ON THE HASTINGS HARDWARE
COMPANY (WIP INDICATES THAT THE APPLICATION HAS JUST COME IN
FROM THE AGENCY).
o WIP & APPLICATION FOR HASTYSERVE OF SIDALIA (WIP INDICATES
THAT A RESPONSE HAS BEEN RECEIVED TO A QUESTION PRESENTED TO
THE AGENT).
o WIP & DATA RECORDS FOR THE SIDALIA BOWLING AND CHOWDER
SOCIETY (WIP INDICATES THAT THE POLICY HAS JUST BEEN SENT TO
ISSUE).
o TABLE WITH AGENCY NAMES AND FAX NUMBERS (FOR USE IN CREATING
FAX MESSAGES OUT). JAMES MCVIE AGENCY, STRONG & LIVE
INVESTIGATORS, BOND INVESTIGATORS ALL HAVE TO BE THERE.
o FULL RECORDS FOR MISSION APARTMENTS, INCLUDING CLAIMS
EXPERIENCE, ACCORD APPLICATION DATA, POLICY STATUS DATA,
PICTURE OF APARTMENT, PRIOR INSPECTION REPORT (3 YEARS AGO).
POLICY MUST HAVE BEEN IN FORCE FOR AT LEAST THREE YEARS.
(RENEWAL EXAMPLE)
o NOTE THAT ACCORD FORMS APPLYING FOR P&C COVERAGE MUST BE
CREATED ON:
. HASTINGS HARDWARE
. HASTYSERVE OF SIDALIA
SCRIPT
EXECUTIVE DIR: Here is our regional office complex in Denver, which support
operations in the Western half of the US. Three years ago
our underwriting process was archaic, inconsistent and
totally paper driven. Almost everything we did was
constrained by paper. Underwriters spent most of their time
on the phone or writing notes to the agents. It took three
weeks to three months to get a piece of business
underwritten. In addition, agents were constantly pointing
out inconsistencies in our actions, underwriter turnover was
more than 50% and training was in a shambles.
The problem wasn't our underwriters. The problem was our
operations. This was one of the most critical areas in the
company and our underwriters were shackled -- we needed to
take action to unleash their capabilities.
Here we are going to show you how the underwriter handles
policy status questions; how the work management process
operates from an underwriter's standpoint; how an underwriter
handles an incoming fax from the agency which answers a
question on and application; how the policy underwriting,
rating and printing processes are managed by the underwriter.
This is.....[name]..., a typical underwriter....[first name],
like all the underwriters at Freedom, has been assigned a
book of business and is fully responsible for managing that
book.
Good morning ..[underwriter name]....
[CLICK ON PROCESS OPTIONS AND DRAG TO SELECT WORK ITEM TO
BRING UP WORK IN PROCESS LIST]
[UNDERWRITER HAS ALL NECESSARY WINDOWS SET UP AS ICONS AND IS
LOOKING AT THE WORK MANAGEMENT WINDOW WHICH SHOWS ALL THE
BUSINESS THAT IS ON HIS "DESK". THE PHYSICAL DESK HAS NOTHIN
ON IT BUT A TERMINAL, A SMALL PAD OF PAPER AND A PEN].
UNDERWRITER: "Good morning. You just caught me looking at the work that I
should get done today. This window is the Work Management
Window in the system, and shows me exactly what needs to be
done - in priority order. It's a great help to me because I
no longer have to wonder where things are and what is
happening. It is also a great help in servicing agencies and
customers."
[PHONE RINGS UNDERWRITER ANSWERS PHONE]
"Excuse me. .... P&C Underwriting."
AGENCY SUPPORT
MANAGER (ON
PHONE): "This is James Gold from the McVie agency. I need a current
status on the Sidalia Bowling & Chowder Society policy. The
latest status list (from last night) still shows it pending.
What's the deal?"
[FROM MAIN WINDOW, CLICK MB1 ON PROCESS OPTIONS AND DRAG TO
OPEN FOLDER AND RELEASE TO OPEN.]
[UNDERWRITER OPENS FOLDER WINDOW; CLEARS THE IPW$MAIN ENTRY
(F13 KEY OR LF); ENTERS "SID" AND HIT (CR)]
[POINT TO EXPAND FOLDER RELATIONS AND SINGLE CLICK]
[POINT TO THE APP BOX AND CLICK ONCE]
[POINT TO WORK REVIEW AND CLICK ONCE. THE WORK ACTIVITY
HISTORY LIST FOR THIS CASE SHOULD APPEAR ON THE SCREEN]
UNDERWRITER: "That was waiting for an inspection report. It came in today
and the policy is bring issued. You should have it in a
couple of days."
AGENCY SUPPORT
MANAGER (ON
PHONE): "Thanks. See you later."
[UNDERWRITER HANGS UP THE PHONE .. DISMISS WORK WINDOW AND
FOLDER WINDOW]
[CLICK AND DRAG ON PROCESS OPTIONS TO SELECT WORK ITEM AND
RELEASE TO DISPLAY WORK MANAGEMENT WINDOW]
UNDERWRITER: "Sorry for the interruption, but that shows you how easy it
is to answer most of out agents' questions now."
[WHILE TALKING: DOUBLE CLICK ON ANSWER FROM AGENCY WORK
RECORD; THIS BRINGS UP THE APPLICATION TRANSCRIPT WINDOW AND
THE FOLDER WINDOW FOR THE APPLICATION]
"You were at the McVie agency a little while ago. I just
received an answer to a question I sent out earlier today.
The FAX that was sent back from the agency was linked to a
work management record by the mail room operator and appeared
on my work list automatically."
[OPEN DOCUMENT (FAX) FROM AGENCY BY SINGLE CLICKING ON THE
AGENCY LINE ENTRY]
"Now, I will bring up the records for this case and change
the class code based on what the agent told me."
[LOCATE APP TRANSCRIPT WINDOW IN BACKGROUND AND CLICK ON IT
TO MAKE ACTIVE IN FOREGROUND]
[CLICK ON APP INFO AND DRAG TO EDIT APP AND RELEASE]
NOTE: BE PATIENT, TAKES A MINUTE]
[THE FOLLOWING MODIFIES THE DATA BASE RECORD ON
APPLICATION..]
[CLICK ON EDIT APP WINDOW TO MAKE ACTIVE; TAB DOWN TO THE
BUILDING CLASS FIELD; ENTER 0313 FOR CLASS; HIT F10 KEY
TO EXIT OUT; CLICK ON DISMISS TO REMOVE IMAGE]
"I think that this will complete the information I need on
this case, so lets go ahead and see where we are. I am going
to start the underwriter's assistant expert system."
[CLICK ONCE ON START APP]
[STARTS EXPERT SYSTEM -- SPECIFIC KEYSTROKES TO FOLLOW]
"Notice that the expert is showing me all the analysis steps
it is taking, and is recording the way that it comes to its
conclusion. This is of special interest when I do not agree
with, or do not understand, a conclusion. This transcript
will become part of the permanent record for this case, and
will be available to anyone who wants to check out how
decisions were made and who made them."
[NOTE - ANSWER ALL QUESTIONS FROM THE UNDERWRITING SYSTEM AS
"AFFIRMATIVE" BY DOUBLE CLICKING ON AFFIRMATIVE IN QUESTION
WINDOW]
[NOTE - SINGLE CLICK ON APPLY WHEN RPT ORDERING WINDOW IS
DISPLAYED]
"I should mention that this windowing environment may seem
complex at first, but it's really quite simple and quick to
get things done. It saves me a lot of time."
[EXPERT SYSTEM MAKES RECOMMENDATION]
"That looks good to me."
"Remember this system is an advisor. I make the final
decision on any complex case. This one is complex because of
the recent experience on liability claims against print
shops. Anyway, once the company has sufficient experience, I
expect that it will be an automatic filter, and will only
pass on complex cases to me. In this case, I believe it is
correct, so I will approve it and move it along to the rating
system. After rating, it is automatically set it up on the
administrative data base and the policy is issued."
"While some companies will use an assistant underwriter to
rate a policy, Freedom has elected to give me the full
control over the entire underwriting and rating process. They
have done this because they have also made me responsible for
managing the portion of cases in this area, and I have to
have pricing authority if I am to have fiscal performance
responsibility."
"Just so you can follow what we are doing here, this is a
rating system that Atlantic Mutual developed, and we have
installed it in our operation, linking it to our systems."
[PULL DOWN RATING MENU TO IMMEDIATE RATING. THIS OPENS RATING
WINDOW FOR THE ATLANTIC MUTUAL RATING SYSTEM.]
[BE PATIENT, TAKES A MINUTE OR SO]
[WHEN ATLANTIC SCREEN COMES UP, CLICK MB1 IN WINDOW TO MAKE
ACTIVE]
"I will use the modify quote facility to check the data from
underwriting."
[ENTER 2 AND <CR> TWICE]
[ENTER THE LAST QUOTE NUMBER USED INTO THE QUOTE NUMBER AND
THEN HIT <CR>]
[QUOTE FILE WILL BE READ, QUOTE DISPLAYED, HIT <CR> TO
ACCEPT, HIT <CR> TO COMPLETE SCREEN]
[YOU WILL NOW MOVE QUICKLY THROUGH SEVEN SCREENS BY ENTERING
DOWN ARROW, WAIT FOR CURSOR OVER "Y" AND THEN HIT <CR>. THIS
WILL MOVE THROUGH 1 SCREEN FOR EACH DOWN ARROW/RETURN SET.
YOU WILL END ON THE PREMIUM BREAKDOWN SCREEN. HIT <CR> TO
CONTINUE. YOU HAVE MODIFIED A QUOTE.]
"The data looks good so I am going to send the policy to the
automated printing software which merges our policy forms
with the text data."
[FROM MAIN MENU, ENTER 3 FOR ACTIVITY CODE. <CR> TWICE. ENTER
QUOTE NUMBER FROM LAST QUOTE NUMBER USED FIELD. <CR> AFTER
QUOTE NUMBER AND <CR> TO ACCEPT. <CR> ON THE POLICY NUMBER
FIELD. YOU MOVE TO ADDITIONAL SCREENS.]
[ON POLICY DISTRIBUTION SCREEN, DOWN ARROW TWICE AND HIT <CR>
TO ACCEPT. ON LOCATION SCREEN, ENTER "MAIN BUILDING" FOR
LOCATION AND DOWN ARROW; FOLLOW WITH <CR> TO ACCEPT.]
[FOR INTEREST/LOCATION SCREEN ENTER <CR>.]
[FOR GENERAL DECS SCREEN ENTER <CR>.]
[FOR PROPERTY DECS SCREEN ENTER <CR>.]
[FOR LIABILITY DECS SCREEN ENTER <CR>.]
[QUOTE FILE UPDATES FOR PRINTING OF THIS QUOTE...]
[NOW PRINT THE QUOTE. ENTER 4 ON MAIN SCREEN AND <CR> TWICE
TO MOVE TO QUOTE NUMBER FIELD. ENTER LAST QUOTE USED INTO
QUOTE AND HIT <CR> TWICE TO GENERATE THE PRINT FILES.]
[ENTER 99 AND HIT <CR> TWICE TO EXIT.]
NOTE: YOU SHOULD TRY TO TALK ABOUT THE SCREENS AS YOU MOVE
THROUGH THE PROCESS. THE AUDIENCE WILL MOST LIKELY BE
FAMILIAR WITH THE TERMS AND FUNCTIONS YOU ARE SHOWING. YOU
DON'T WANT TO GO THROUGH THE ENTIRE RATING AND PRINTING
PROCESS WITHOUT SAYING ANYTHING.]
"Once the rating is completed, policy information will be
printed using on-demand printing software from Datalogics.
Using our network and Datalogics software, printing could
take place in either the regional or Home Office. In this
case, we have elected to do all the work in the regional
office."
[PRINTER WILL AT SOME POINT START PRINTING]
[CLICK ON APP INFO AND DRAG TO MAINFRAME CONNECT AND RELEASE]
"Datalogics, which takes the policy data, accesses standard
policy paragraphs and variable information and formats it
into a legal policy form. The policy we just rated is now
being printed in our printing area."
[NOTE - AT THIS POINT THE CICS WINDOW SHOULD OPEN]
[CLICK ON CICS WINDOW TO MAKE ACTIVE; HIT F10 TO DISMISS]
"Up on the Home Office we have the IBM mainframe policy
administration system, and our regional VAX connects to it
for basic administrative information. Once a policy is
issued, information goes to the mainframe for the routine
administrative process. This window is connected to the
mainframe, although we are not performing any specific
activities at the moment."
[SINGLE CLICK ON DISMISS APP (APP TRANSCRIPT AND FOLDER
WINDOWS ARE REMOVED]
NOTE: THE FOLLOWING APPLICATION PROCESSING IS OPTIONAL. DETERMINE WITH EVENT
COORDINATOR WHETHER THIS WILL BE SHOWN. IF NOT, SKIP TO THE THE END OF THE
UNDERWRITING SECTION AND PICK UP AT THE LINE MARKED BY @@@@@@
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
[CLICK ON PROCESS OPTIONS AND DRAG TO SELECT WORK ITEM;
RELEASE TO DISPLAY WORK MANAGEMENT WINDOW]
"The latest new application from the McVie agency is this one
for Hastings Hardware, which came in today. When they sent it
in, the system knew that I should handle it based on the fact
that it was from an agency that I am responsible for, and was
for a particular type of policy."
[DOUBLE CLICK ON PROCESS NEW APP... WORK RECORD; THIS BRINGS
UP THE APPLICATION TRANSCRIPT WINDOW AND THE FOLDER WINDOW
FOR THE APPLICATION]
"I am going to start the "expert advisor", which will look at
the application in the context of underwriting rules and
knowledge that has been collected from all the underwriters
at Freedom."
[START THE EXPERT SYSTEM BY A SINGLE CLICK ON START APP]
"This is the same system you saw a few minutes ago, but it is
processing a different policy."
[ADVISOR REQUESTS FURTHER INFORMATION ON THE CLASSIFICATION
OF THE HARDWARE STORE. SPECIFIC ISSUE IS WHAT THE BUILDING
CONSTRUCTION TYPE IS, WHICH WILL HAVE AN IMPACT ON THE RATES
CHARGED AND WHETHER UNDERWRITING WILL BE ACCEPTABLE]
[DOUBLE CLICK ON NOT KNOWN IN QUESTION WINDOW]
"Ah Ha! The advisor wants to know the construction type.
Since I do not know the answer, and it is not on the
application, I have to get in touch with the agent who
submitted the business. There are many ways I could do this
(including E-mail, Phone or FAX). In this case I will be
using FAX since I need the agent signature because the
information becomes part of the policy application records.
The system knows to communicate by FAX with the agent and
will do so automatically."
[RESPOND AFFIRMATIVE TO ALL MSGS BY DOUBLE CLICKING]
"Now, the system is creating a fax message containing all the
key information and sending it to the agency that submitted
the application. A work management record is also being
created which will track whether the agency has respond to
this request. When they do it will set up the case in my work
queue again."
[OPENS DESK DRAWER AND BRINGS OUT A COPY OF A FAX THAT HAS
BEEN SENT]
UNDERWRITER: "Let me show you an example of the kind of message they will
receive in the agency. Boy, it's a real time saver that the
Underwriter's Workstation creates and sends the FAX with no
intervention on our part.
[AGENCY FAX MACHINE STARTS TO OUTPUT MESSAGE - NOTE - THIS
CANNOT BE SEEN BECAUSE OF THE LOCATION OF THE FAX IN THE
AGENCY OFFICE]
[UNDERWRITER DISMISSES APP; SINGLE CLICK ON DISMISS APP]
EXECUTIVE DIR: That completes our review of the new business
underwriting operation.
The processing of renewals is similar, and is triggered by an
information feed from the mainframe. It uses the same
capabilities as new business processing, but also includes
evaluation of the current status of the business and any
changes that may have taken place in the rating base for the
area. Of course, information on reserves, claims and all
documents associated with the case are available to the
renewal underwriter during processing.
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[SKIP TO HERE IF NOT DOING NEW BUSINESS, ETC.]
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EXECUTIVE DIR: ..[FIRST NAME].. You have been here quite some time, can you
tell us how things have changed over the past few years?
UNDERWRITER: If I were to sum it up, I would say that we have much better
control over what is happening, nothing falls through the
cracks. My productivity is considerably higher than it was
when we were paper bound. I no longer have to be concerned
about clerical movement of paper, and I just plain feel
better about my work than I did before. Above all, however,
because all the information I need for my job is accessible
at one place the underwriting decisions I make are more
consistent and are better -- [TAPS THE SYSTEM] because all I
need to know is right here.
EXECUTIVE DIR: Thank you ..[name].. You have now seen the way that
underwriters work in the new environment, how they interact
with agencies and other organizations, and the way that work
management benefits the operation. Let's move now to the
electronic mail room where information comes into the
company.
ELECTRONIC MAIL ROOM
THEME: BREAKING THE PAPER BARRIER
PROPS: LETTER FROM A LAWYER (WILLIAM TATTERSALL III) REGARDING
WILMA GRUBB'S DEATH.
WILMA GRUBB CLAIM RECORDS ON THE DATA BASE INCLUDING:
CLAIM FORM (WORKERS COMP DISABILITY ONLY)
DOCTOR'S STATEMENT
DATA RECORD ON PAYMENTS
INVESTIGATION REPORT
ACORD CLAIM FORM FOR THE MISSION APARTMENTS BASED ON THE
FOLLOWING SCENARIO:
The day was sunny and James Monrow [an electrician at the
apartments] was walking over the apartments lawn. Not being
attentive (the claimant's lawyer's story) or because it was
hidden (his story) he tripped over a hose. In the fall, he
pulled on the hose, moving the sprinkler which was
attached.
The sprinkler turned full force on a parked Convertible --
with the top down. The convertible is owned by Roger Blake
who was visiting someone at the apartments. By the time
anyone noticed what had happened, the entire interior of
the car was soaking wet. The liability claim is for repair
and replacement of the interior.
WILMA GRUBB CLAIM SCENARIO (DISABILITY)
Wilma is employed by the Better Bread Bakery.
The day was icy, and while she was driving her car across
the bakery parking lot on the way to work, one of the
bakery trucks skidded, and broad sided her car -- throwing
the car into the woods beside the lot. (THIS PERMITS US TO
USE THE SAME PICTURE AS BEFORE)
Wilma fractured her hip in the accident. She was
hospitalized for 3 weeks. Hospital bills and worker's
compensation were all covered and paid.
Wilma was certified as totally recovered 6 weeks after the
accident, and returned to work as a doughnut hole packer in
the bakery.
Ten Months later Wilma expired from a cerebral hemorrhage
while on vacation at the family homestead in Watertown MA.
The family lawyer claims that the cause of death is related
to the accident and that liability coverage from the death
is due. A letter is therefore written to the insurance
company -- somewhat overstating the case, and clearly
threatening suit if no action is taken.
This is where our story begins....
SCRIPT
____________
[EXECUTIVE DIRECTOR MOVES OVER TO THE ELECTRONIC MAIL ROOM]
[ELECTRONIC MAIL OPERATOR (OR EMO) IS IN THE PROCESS OF
SCANNING THE LETTER FROM THE LAWYER. THE LETTER IS IN THE
SCANNER AND THE SCANNING MUST START AS TOUR GROUP MOVES TO
YOUR MAIL ROOM AREA]
[CLICK ON APPLICATIONS IN FILEVIEW WINDOW AND DRAG TO SCAN
RELEASING BUTTON TO START SCAN; NOTE: DOCUMENT MUST BE IN
THE SCANNER PRIOR TO THE SCAN START...]
EXECUTIVE DIR: "While underwriting and claims are the most interesting
business functions you will see today, it is important to
understand some of the fundamental process changes we have
made in the past three years. The most basic was the
virtual elimination of paper barriers in the operation.
Obviously some paper continues to exist -- policies are
printed, occasionally letters and reports are printed out so
that they can be inspected at leisure -- but the way that
informatio flows through the organization has changed from
physical paper to electronic."
"This brings us to a key part of our operation, the
"Electronic Mail Room". This could be considered as the
"delivery" door for a factory. Most incoming paper mail is
delivered right here. Before we instituted the new system
paper flowed into this area, and flowed out in rich
profusion.
Now paper flows in, and moist of it is destroyed after it is
scanned into the system. One of the secrets of our success
is that the volume of incoming paper mail has gone down
significantly. This decline is the result of our use of fax
and MCI mail with our agents and vendors, coupled with our
internal commitment to electronic mail. The majority of our
business communications are now in electronic form."
Here you will see how we index and work manage incoming paper
and fax documents.
"I would like you to meet [..name..], who is one of our
senior Electronic Mail Operators."
EMO: "Hi. I am in the process of scanning a letter we
just got from an outside Lawyer. This letter came in this
morning, and include identification of the claimant and the
subject. It is now being scanned, and after scanning I will
review it to make certain that it can be read. I will then
link it to the appropriate file. Once that is done, the
system will automatically create a work in process record
which will be sent to who ever will be responsible for
handling it."
[SCANNING IS COMPLETE WHEN THE FILEVIEW WINDOW HAS DIS-
MISSED IN THE LOWER RIGHT-HAND CORNER. CLICK ON DISMISS]
[CLICK ON RELOAD WORK IN WORK MANAGEMENT WINDOW; DOUBLE
CLICK ON LAST ITEM IN THE WINDOW (MAY JUST BE ONE); THIS
WILL DISPLAY THE IMAGE]
"OK here is the document. I first make certain that it can be
read. If it can't be read, the document has to be scanned
again. In this case it is OK, so my next step is to link it
into its files."
"The name of the person this letter is about is Grubb, so my
first step will be to see how many Grubb's there are."
[SINGLE CLICK ON OPEN FOLDER MANAGEMENT TO DISPLAY A FOLDER
WINDOW.]
[HIT THE LINEFEED(LF) KEY OR F13 TO CLEAR THE FIELD; AND
ENTER GR; HIT RETURN.]
"OK there is only one Grubb."
This letter refers to a claim, so I will link this to the
claim folder.
[MAKE CERTAIN THAT THE FILE MANAGEMENT WINDOW IS ACTIVE AND
THE CURSOR ON THE FOLDER NAME. MOVE CURSOR TO THE LEFT HAND
END OF THE GRUBB NAME, PRESS MB1 AND SLIDE IT OVER THE
NAME HIGHLIGHTING THE ENTIRE FOLDER NAME.]
[CLICK ON FILING WINDOW TO MAKE IT ACTIVE. MOVE POINTER TO
THE FILE IN FOLDER FIELD AND CLICK MB1 TO CHOSE FIELD;
CLICK MB3 TO TRANSFER DATA TO THIS FIELD; HIT TAB TO MOVE TO
SEND-TO FIELD; TYPE IN CLAIMS; TAB TO DOC TYPE; TYPE IN
LETTER; TAB TO DOC NAME; TYPE IN LAWYER/TATTERSALL III; HIT
RETURN TO PROCESS]
This will automatically send the work in process record to
the Claim Supervisor Responsible for the claim.
EXECUTIVE DIR "In addition to paper documents, I understand that you also
index any new electronic documents that come through the
system and do not link to a previously established work in
process record."
EMO: That's right.
[DOUBLE CLICK ON ENTRY LABELLED "INCOMING FAX" IN WORK
MANAGEMENT WINDOW. IMAGE WILL APPEAR WITH INDEX FILING
WINDOW.]
"For example, here is a claim form that one of the
agencies FAXed in to us. I can see that it is on the Mission
Apartments and, based on the kind of claim form, that it is a
liability claim. The claimant is Roger Blake -- that is up
here in the claimant name section."
What I am doing is creating a folder under the Mission
Apartments, for the Roger Blake claim. A work management
record will automatically be generated for the supervisor who
is responsible for Mission Apartment, and that will get the
claim started in the process virtually instantly.
As we all know, in order to process information, computers
have to be able to understanding it. My last responsibility
in preparing records is to record the data that is necessary
for processing.
[CLICK ON DATA ENTRY OPTIONS AND DRAG TO LOSS NOTICE,
RELEASE. THIS WILL BRING UP DATA ENTRY FORM (BE PATIENT).
CLICK ON NEW WINDOW TO MAKE ACTIVE. TAB TO DESC. OF OCCURANCE
FIELD. TYPE IN "CAR INTERIOR RECEIVED WATER DAMAGE". HIT
F10(LF) KEY TO EXIT.]
There are two windows open -- one is the Acord claim form
window showing the form as we scanned it. The other is a data
input form which parallels the accord form. I will key data
into this form in order to prepare it for the claim
operation.
[CLICK ON INDEX FILING WINDOW TO MAKE ACTIVE. CLICK ON
OPEN FOLDER MANAGEMENT TO BRING UP FOLDER WINDOW. HIT THE
F13/LINEFEED KEY TO CLEAR FOLDER NAME. ENTER "MISS" AND
RETURN. FOLDERS CONTAINING MISS WILL APPEAR. DOUBLE CLICK
ON CLAIM_MISSION_APARTMENTS.
[MAKE CERTAIN THAT THE FOLDER MANAGEMENT WINDOW IS ACTIVE AND
THE CURSOR ON THE FOLDER NAME. MOVE CURSOR TO THE LEFT HAND
END OF THE CLAIM_MISSION_APARTMENTS NAME, PRESS MB1 AND
SLIDE IT OVER THE NAME HIGHLIGHTING THE ENTIRE FOLDER NAME.]
[CLICK ON INDEX FILING WINDOW TO MAKE IT ACTIVE. MOVE POINTER
TO THE FILE IN FOLDER FIELD AND CLICK MB1 TO CHOSE FIELD;
CLICK MB3 TO TRANSFER DATA TO THIS FIELD; HIT TAB TO MOVE TO
SEND-TO FIELD; TYPE IN CLAIMS; TAB TO DOC TYPE; BYPASS; TAB
TO DOC NAME; TYPE IN NEW CLAIM; HIT RETURN TO PROCESS]
That's all there is to it. One of the exciting things is that
I am told this is just the beginning. As new technologies
emerge and become stable they can be easily added to what we
have now. For example, once OCR devices are developed that
will read hand-written material they can be slipped in and
reduce the keying work we do.
EXECUTIVE DIR: Thank you ....
What you have seen in the past few minutes represents the
operational heart of our organization. The "Electronic Mail
Room" ties all the diverse communications that come into the
company together; indexes them; automatically routes
information on them; keys in information to data bases and
creates order out of incipient chaos. The key to this process
lies in the way that our network can be used to integrate
these functions -- you will hear more about this in some of
the later presentations.
CLAIM STATION
THEME: CLAIMS, THE ULTIMATE TEST
PROPS: VTX WITH CRITERIA FOR LAW DEPARTMENT REFERRAL OF CLAIMS
CHECK LIST FOR A LIABILITY CLAIM (THIS SHOULD BE DEVELOPED
WITH AN INSURANCE COMPANY)
ALL OTHER CLAIMS MATERIALS ARE LISTED IN THE ELECTRONIC MAIL
ROOM SCRIPT.
SCRIPT
[TOUR GROUP MOVES TOWARDS THE CLAIM AREA]
EXECUTIVE DIR: "While customer service includes many different things, the
function that most people associate with service is claims
processing. After all, this is why most people buy insurance
in the first place. Because of this, claims are typically the
ultimate customer test of the value of an insurance company.
In addition to its importance to the customer, from a company
standpoint functions such as reserve establishment, cost of
operation and swift disposition of claims all have business
importance. This is why the claims area has received so much
attention. It is critical to our customers and critical to
the company."
Here you will see us processing the claim form that the
agency faxed in, and the mail room indexed. You will also see
the rich set of capabilities that we have been able to tailor
into our operation using the IPW platform.
"Let me introduce ...[name] .. who is one of our claim
supervisors. ..[first name].. can explain some of the routine
things that the supervisor does each day, and some of the
changes that have been made over the past few years."
[THE SUPERVISOR HAS THE WORK IN PROCESS WINDOW OPEN. CLICK
ON REVIEW CLAIMS AND DRAG TO NEW CLAIMS AND RELEASE.]
CLAIM SUPER: "Glad to see you. My role is to manage the claim operations
for the Colorado area. I assign work to the processors,
advise on problem claims, work with claimants in special
situations and monitor the work that is done."
[SELECT THE MISSION APARTMENTS CLAIM WITH THE NWC CODE
BY POINTING AND DOUBLE CLICK]
[DOUBLE CLICK ON CLAIM FORM IN FOLDER WINDOW. THIS BRINGS UP
THE CLAIM IMAGE]
"Right now I am working on the assignments for the day. You
can see that we have what appears to be a new loss notice for
the Mission Apartments complex up in Sidalia. This is a form
for the first occurrence of a general liability claim, so I
would typically assign it to one of my liability adjusters."
[SINGLE CLICK MB1 ON DISMISS BOX TO REMOVE IMAGE]
[CLICK ON CLAIM TRANSCRIPT WINDOW IN BACKGROUND TO MAKE
ACTIVE; CLICK MB1 ON ASSIGN CLAIM]
"Because we have a flu epidemic in full progress today,
however, I think I will handle this myself. The way I do this
is point to my own name in this window and click. This is the
same thing I would do if I were assigning it to an adjuster."
[POINT AND CLICK ON NAME C L CLAIMS; POINT AND CLICK ON
LIABILITY; A CHECK LIST WINDOW IS DISPLAYED]
"For a liability claim there are generally a standard set of
procedures that one goes through. I will attach a "check
list" to the claim records and will pass it along to the
adjuster. This will help anyone who picks up the claim after
me."
"I could change the check list, but this one looks fine."
[CLICK ON CANCEL BOX IN UPPER LEFT CORNER OF CHECK LIST
WINDOW TO DISMISS WINDOW. CLICK ON OK IN ASSIGN WINDOW TO
TO DISMISS ASSIGN CLAIM WINDOW]
"Notice that all the things I have done are recorded in the
log."
[CLICK ON DISMISS CLAIM]
"The biggest change in my work in the past three years is
that at last I have the work for my staff under control, I
know where things are and I know who is assigned to do what.
I also know that our customers are happier since I get fewer
complaints and more complements than before."
[CLICK ON REVIEW CLAIMS AND DRAG TO NEW CLAIMS AND RELEASE]
"Because I am a supervisor, I can sign on as an adjuster too,
which is exactly what I have done."
"To put what I am doing in context, I will play the role of a
claim approver."
"Perhaps the most exciting thing about our claim processing
environment is the way that everything ties together. Take,
for example, the claim record I am looking at now. This is
for the Mission Apartments complex, and looks like a
liability damage claim. You can see that the Mission
apartments claim is now assigned to a claim processor, and is
on the work management list."
[OPENS CLAIM FOR MISSION APARTMENTS BY DOUBLE CLICKING ON
THE MISSION APARTMENTS LINE WITH CODE OF ADJ]
_____________________________________________________________________________
NOTE: If time permits, show the access to underwriting case notes at
this point....
_____________________________________________________________________________
"My first step on any claim is to check that the company has
coverage for the general class of claim."
[SINGLE CLICK ON CHECK LIST LINE DISPLAYING CHECK LIST]
[CLICK ON ICON BOX IN UPPER LEFT-HAND CORNER TO ICONIFY THE
CHECK LIST; CLICK ON DISMISS WINDOW BOX IN FOLDER WINDOW TO
REMOVE]
[CLICK ON POLICY INQUIRY AND DRAG TO POLICY INQUIRY - CICS
AND RELEASE]
"Policy data is generally on a mainframe, and this button
will take me to the mainframe. The system can select policy
information and present current data in this window."
[DISMISS CICS WINDOW BY CLICKING WINDOW TO ACTIVATE AND
HIT F10 TO DISMISS]
[CLICK ON POLICY INQUIRY AND DRAG TO POLICY INQUIRY DOCS
AND RELEASE]
"This option permits me to look over the policy document
itself (if I need to) to determine if the specific
endorsements cover the claim."
[CLICK ON MISSION APARTMENTS POLICY IN POLICY DOCUMENT
WINDOW]
This information is local in this system, but it could just
as easily be on a system miles away. To our system it just
does not make any difference.
[CLICK ON DISMISS BOX IN MISSION POLICY WINDOW TO REMOVE]
[CLICK ON DISMISS IN POLICY DOC WINDOW]
[PULL UP CHECK LIST FROM THE ICON BY CLICKING ON THE
CHECK LIST ICON ONCE]
"The next step on the check list is an investigation report
for any property damage claim that may exceed $900.00. My
guess is that this one will be at least that amount, so my
first step is to launch an investigation."
[ICONIFY CHECKLIST BY CLICKING ON ICON BUTTON IN UPPER
LEFT-HAND CORNER OF WINDOW]
[OPEN INVESTIGATION ORDERING WINDOW BY CLICKING ON
INVESTIGATIVE REPORTS AND DRAGGING TO AUTO INVESTIGATION]
"Since the problem is automotive related, I will order an
accident investigation from one of the local automobile
damage investigation firms."
[SELECT ADDRESSEE, (BOND INVESTIGATORS), FOR INVESTIGATION
REQUEST BY CLICKING ON BOND INVESTIGATORS]
"The system will send this off to the investigators
electronically, and set up a work in process record that will
link with it when it comes back completed, also
electronically."
[CLICK ON OK]
"The system keeps track of all the things that I have done
through this log. Notice that the investigation order has
been recorded."
"I also need to create a letter for the claimant and the
agent indicating that the claim has been received."
[CLICK ON PUBLIC RELATIONS; DRAG TO ACKNOWLEDGE CLAIM AND
RELEASE]
"This is designed to automatically generate a letter to the
claimant. Notice that the issuance of the letter is recorded
in the claim log."
"If this claim had a potential value of over $20,000, an
E-Mail would be sent to the underwriter recommending that any
renewal work be held up until more information was available
on the claim."
[CLICK ON CLAIM TRANSACTION AND DRAG TO CLAIM REGISTRATION
AND RELEASE]
[ENTER I IN TYPE; LIAB IN LOB; 3000 IN AMT RESERVED; CLICK
ON PROCESS]
"So that we have a running control over our potential
liability I will set up an initial reserve on this claim
based on a rough cost of repair. We have found that the best
time to set up final reserves is when we have the results of
the preliminary investigation. This is one of the reasons we
emphasize the use of electronic mail for investigation
reports, the sooner we have an accurate reserve, the better
off we are."
[CLICK ON DISMISS CLAIM]
[CLICK ON REVIEW CLAIMS AND DRAG TO NEW CLAIMS AND RELEASE]
"While a liability claim examiner would not normally review a
Workers Compensation claim, I am going to change hats now,
and become a workers compensation claim examiner. My work in
process window is already set up on that assumption."
"I see that there is something new in an old claim that was
closed some time ago. Let's have a look at it."
[DOUBLE CLICK ON GRUBB CLAIM]
[DOUBLE CLICK ON LAWYER'S LETTER IN FOLDER WINDOW DISPLAYING
THE LAWYER'S LETTER]
"This is clearly a problem that I can't handle. I need to
check on procedures, since I do not run into this kind of
situation very often and the procedures are always changing."
[CLICK ON VTX ICON TO ACTIVATE VTX]
[FROM THE BOTTOM OF THE VTX WINDOW, DOUBLE CLICK ON 3; DOUBLE
CLICK ON 2]
"Based on these criteria, which are available to everyone in
the department, this claim is potentially beyond my
authority. I have to get the claims litigation department
involved."
[ICONIFY VTX WINDOW BY CLICKING ON UPPER LEFT-HAND CORNER]
[CLICK ON DISMISS BOX OF LAWYER'S LETTER TO REMOVE FROM
SCREEN]
[CLICK ON CLAIM REFERRALS AND DRAG DOWN TO LITIGATION; POINT
TO CHRIS LAWYER AND CLICK; CLICK ON OK]
"All I need to do is to send an electronic message to the
claims litigation department. This is as easy as pointing
and clicking -- and of course the fact that I have made this
referral is recorded in the log. They can look at all the
information I have here and make their judgment."
[CLICK ON DISMISS CLAIM BUTTON IN CLAIM TRANSCRIPT WINDOW TO
REMOVE CLAIM]
"I will close this claim and set up a process record so that
we can keep track of what the law department does."
EXECUTIVE DIR: What you have seen is how we handle a claim, and how we
handle special situations. Shortly we will go over to the
litigation support area and see how they treat the referral
we sent them.
From the claims standpoint, we have made many changes in the
front end, but the back end -- the reserve and claims payment
systems, have changed very little. We recognized that we had
to move fast to change the way we worked, and that changes to
the mainframe systems could take years. Hence, we built front
end systems to change the way the business worked without
disrupting the back office. Our next step is to carefully
change the administrative systems so that their architecture
better fits the direction we are going in.
CLAIMS LITIGATION STATION
THEME: LEVERAGING LAW
PROPS REQUIRED:
o Database including two cases by the lawyer, William Tattersall
III, on the Grubb claim
o Database to be searched on Wrongful Death for precedent
analysis.
SET-UP PROCEDURES FOR BRINGING UP THE LEGAL WORKSTATION:
1. Log into system
[ USERID: LAWYER(CR) ]
[ PASSWORD: ] (ASK EVENT COORDINATOR)
NO applications will be started......be patient.
Applications include: LAWYER on system as icon
Litigation Support as icon
Matter Mgmt as icon
MAIL as icon
FILE as Window
2. Open session manager.
3. Start DECterm window.
4. Using DECterm window, SET HOST FACT02 (for non Hartford sites, use your
SERVE-NET VAX base node system name).
5. Log into LAWYER account.
6. Execute this command: SET DISPLAY/CREATE/NODE={workstation node}
7. Execute this command file: @START_LEGAL_WORKSTATION
8. ALL APPLICATIONS WILL BE STARTED. BE PATIENT (takes several minutes).
SCRIPT
[MOVE THE GROUP TOWARDS THE CLAIMS LITIGATION DEPARTMENT]
EXECUTIVE DIR: The law department is an increasingly important element of our
company, and one that we are working hard to integrate into
the overall operation.
One of the critical success factors for legal operations is
the ability to access any and all pertinent case or matter
information quickly. Another is the ability to manage the
process and able to quickly and accurately research whatever
issues are encountered.
Our objective has been to improve the productivity of legal
professionals which enhances their ability to provide high
quality legal advice to our managers and win cases for the
company.
You will see how out Litigation Specialities receive
inquires; and how they manage and research cases. As you see
this remember that they are looking at exactly the same
information that is available to the underwriter and claim
processor -- and could be looking at it at the same time.
Let me introduce ..[name].. who is one of our newer members of
the Claims Litigation Staff. [first name].. worked for another
company before joining us, and is responsible for litigation
in the Colorado region.
[CLAIMS LAWYER IS SITTING AT A DESK WITH THE LEGAL SYSTEM
ACTIVATED AND IS READING THE E-MAIL THAT HAS ARRIVED REGARDING
THE LATE, LAMENTED WILMA GRUBB. THE CLAIMS LAWYER'S DESK IS
CLEAN EXPECT FOR A COUPLE OF LEGAL JOURNALS (NO LAWYER'S DESK
IS EMPTY - IT'S PART OF THE CULTURE)
[POINT POINTER AT MAIL ICON CLICK MB1; MAIL WINDOW WILL OPEN;
POINT POINTER AT NEW MAIL ICON IN WINDOW, DOUBLE CLICK MB1;
CLICK MB1 ON READ NEW MAIL; NEW MAIL MESSAGE FROM CLAIMS WILL
BE DISPLAYED.]
CLAIMS LAWYER: Thank you [first name of executive director].
Yes indeed, the Freedom operation is very different from the
previous company I worked for. Perhaps the biggest difference
is the speed with which I can collect all the information I
need and research the issues.
Let me give you an example. I just got this mail message from
our claims area about a potential law suit. The note gave me
the information -- the claim folder name -- I need to get
into the file and look it over.
[OPEN FOLDER WINDOW; POINT POINTER AT "FILE CABINET" BUTTON;
CLICK MB1 ONE TIME -- BE PATIENT;
FOLDER WINDOW IS DISPLAYED;
(LINE FEED KEY) CLEAR DISPLAY (IT'S F13 KEY);
POINT POINTER AT "CLAIM_GRUBB" IN MAIL MESSAGE
CLICK MB3 AND DRAG TO HIGHLIGHT WORD "CLAIM_GRUBB"
RELEASE MB3;
"CLAIM_GRUBB" IS PASTED INTO FOLDER NAME LINE;
POINT POINTER AT "RE-LIST" BUTTON; CLICK MB1;
FOLDER WINDOW WILL BE RE-DISPLAYED;
CONTENTS OF CLAIM_GRUBB FOLDER WILL BE DISPLAYED.]
Now, I am now looking at exactly the same files that the
claims people looked at, and I am going to bring up the letter
from the lawyer.
[SELECT TATTERSALL LETTER; POINT POINTER AT
"LETTER:LAWYER/TATTERSALL III"; SINGLE CLICK MB1)]
Now, here is the letter that the claim people received.
[QUICKLY PRETEND TO READ THE LETTER; POINT TO THE ICON "IMAGE
0"; CLICK -- THE LETTER IS NOW IN AN ICON]
I am putting this letter away, but can get it back immediately
with the click of a button.
To understand what is going on here I need to get at a couple
of other documents, specifically the doctor's statement.
[SELECT DOCTOR'S STATEMENT; POINT POINTER AT "LETTER:DOCTOR
STATEMENT" SINGLE CLICK MB1)]
Looking at this, several questions come to my mind. I think it
is time to research the lawyer who sent this letter.
[ICONIFY THE DOCTORS STATEMENT. POINT POINTER AT IMAGE 1 ICON
CLICK MB1 ]
[OPEN MATTER MANAGEMENT WINDOW BY CLICKING MB1 ON MATTER
MANAGEMENT ICON; MAIN CORPORATE LAWPACK MENU DISPLAYS]
One of the tools we have is Corporate Lawpack from CompInfo.
This package can track all types of case and matter
information. I am using it now to determine if this lawyer,
Tattersall, has brought other suits or potential litigation.
The value of having the history of an he opposing council is
inestimable as we make decisions on settlement or defense.
[HIT ENTER KEY TO GO TO MATTER MANAGEMENT]
[MAIN MENU DISPLAYS FOR MATTER MANAGEMENT]
[SELECT PARTY COUNCIL INQUIRY; DOWN ARROW 5 TIMES; ENTER ]
PARTY COUNCIL INQUIRY SCREEN IS DISPLAYED
[HIT (CR);ERROR DISPLAYS; CURSOR ON SORT FIELD; ENTER "2"
(CR)(CR) ]
PARTY COUNCIL SUMMARY SCREEN IS DISPLAYED
Well -- this is interesting. here we have two similar cases
from Mr. Tattersall, and neither of them was successful. One
was dropped by the plaintiff and one was dismissed by the
judge.
[ (TAB) (TAB) (TAB) (CR) ]
SCREEN SCROLLS RIGHT.
Let's take a look at the issues of this particular case and
see if we have any precedents or opinions in our litigation
support database.
[HIGHLIGHT THE WORDS "WRONGFUL DEATH"]
[ POINT POINTER AT BEGINNING OF WORD CLICK MB1 AND DRAG MOUSE
TO HIGHLIGHT BOTH WORDS RELEASE MB1]
OPEN LIT SUPPORT WINDOW
[ CLICK MB1 ON LIT SUPPORT ICON ]
For this we use a different tool, basisplus from IDI.
[BASISplus MAIN MENU IS DISPLAYED]
[ TYPE "F" (ENTER) ] Note: use Keypad ENTER not CR
BASISplus FIND SCREEN WILL BE DISPLAYED]
["OK" IS HIGHLIGHTED ON BASISPLUS ACTION BAR.
POSITION CURSOR IN BOX:(TAB) (TAB) (TAB) (TAB) CLICK MB3 -
PASTE IN "WRONGFUL DEATH" (ENTER); NOTE: KEYPAD ENTER - NOT
(CR)]
"Wrongful death" is the search criteria we will use.
BASISPLUS DISPLAYS: RESULT 96 REFERENCES TO 7 MEMBERS
Let's look at a couple of these precedents
[(KEYPAD 9) ]
LOOK AT FIRST PRECEDENT - SHOW WINDOW IS DISPLAYED
"WINDOW" IS HIGHLIGHTED [ (DOWN ARROW)];
CURSOR IS AT "REFERENCE" [ (KEYPAD 7)(KEYPAD 7)(KEYPAD 7)
WORD "WINDOW" IS UNDER CURSOR
(ENTER) ] NOTE: KEYPAD ENTER - NOT CR
TEXT WINDOW SCROLLS
(ENTER) ] NOTE: KEYPAD ENTER - NOT CR
TEXT WINDOW SCROLLS
and the next precedent.
DISPLAY SECOND PRECEDENT
"WINDOW" IS HIGHLIGHTED [ (DOWN ARROW)]
CURSOR IS AT "WINDOW"
[ (KEYPAD 7)(KEYPAD 7)(KEYPAD 7) ]
WORD "DOCUMENT" IS UNDER CURSOR
[ (ENTER) ] NOTE: KEYPAD ENTER - NOT CR
NEXT DOCUMENT IS DISPLAYED
Looking at this information; the actual events of the case;
and some of the other things we have found, there is ample
basis for defending our position. I will tell the claim
representative not to pay the claim and that I will respond to
the lawyer.
MAKE MAIL MESSAGE THE ACTIVE WINDOW
[ POINT POINTER AT MAIL MESSAGE FROM CLAIMS
(WINDOW WILL BE BOTTOM LEFT OF SCREEN)
CLICK MB1 ]
REPLY TO MESSAGE
[ POINT POINTER AT "REPLY" BUTTON
CLICK MB1 ]
MAIL:CREATE WINDOW IS DISPLAYED
[ POINT POINTER AT "FILE" BUTTON
CLICK MB1 & PULL DOWN MENU
RELEASE MB1 ON "INCLUDE FILE..." OPTION ]
FILE FILTER WINDOW IS DISPLAYED
CURSOR IS AT SELECTION LINE
[ TYPE "REPLY (CR)" ]
TEXT IS INCLUDED IN MAIL:CREATE WINDOW
[ POINT POINTER AT "SEND" BUTTON
CLICK MB1 ]
After I respond to Tattersall, I'll put a copy of the letter
in the file for the claims examiner to see.
EXECUTIVE DIR: [FIRST NAME] Can you tell us how our operation today differ
from those in your previous company?
CLAIMS LAWYER: In one word -- efficiency. I don't have to play telephone tag
with the claims representatives or wait on inter-office mail
to find out about problems. I have almost everything i need
for research right at my finger tips -- my file cabinet is
gigantic, but sits on my desk.
I can get in touch with anyone in the company easily. In
addition, because of the ease of research I am able to achieve
success in far more of my cases than I could at ..... I guess
i should not mention the name.
EXECUTIVE DIR: No, I do not think that you should. Thank you [first name].
EXECUTIVE INFORMATION
THEME: OPENING WINDOWS TO THE WORLD
[AS GROUP MOVES TOWARD EXECUTIVE OFFICE, PAUSING JUST
INSIDE DOORWAY TO FINISH POSITIONING STATEMENT...]
EXECUTIVE DIR: "Changing the way Freedom works has included providing senior
management better information and analysis tools to help
them move from reactive to proactive decision-making. In
the past, the best information available was out of date,
inconsistent from one reporting system to another and
difficult to use."
[WALK OVER TO EXECUTIVE WORKSTATION, SVP OF IO (WITH KEY RATIOS
GRAPH ON SCREEN) TURNS (SLIGHTLY STARTLED) TO GREET GROUP...]
"Hi [Name....], I'd like to introduce you to the visitors from
[Visitors' company name...] I told you about yesterday. They
are visiting Home Office today to learn more about our
COMMANDER project. Earlier, they toured one of our field
offices and have seen some of the things we are doing out
there."
SVP OF IO: "Hi folks. I was expecting you."
"I understand that you're interested in our Executive
Workstation. Well, I'll be the first to tell you that I was
very skeptical at first. But, I've found myself spending
increasing amounts of time using it. I actually have come to
rely on it. I used to spend considerable time trying to figure
out why two reports from two different reporting systems
didn't agree. After all, my total written premium shouldn't
vary depending on whether it's a region or line of business
cut! But, now, I spend more time analyzing and managing and
less time scratching my head."
"Before I demonstrate my workstation to you, let me give you a
little background on the project that led to my having it. The
solution to our information problems came in two very
deifferent, but equally important, components:"
"First, we needed to think through what information we wanted
and then figure out how to aggregate data across functional
systems on our various mainframe environments. Then we needed
to summarize it and make it available our management community
in the form of a what we've come to refer to as a 'data
warehouse'. We initially thought it would take several years
and an expensive migration to dBASE II, or DB IV, or whatever
it is...
EXECUTIVE DIR: "I think it's DB2 you're referring to."
SVP OF IO: "Yes, thank you, that's it. Excuse me...I'm not very technical
but I do know what I need to do my job."
"Anyways, we initially thought it would take several years and
an expensive migration to .. DB2, but we found a far more
cost-effective VAX-based solution using existing, mature
products from Digital. Digital's ability to work with our IBM
mainframe environment allows us to regularly refresh the 'data
warehouse' on the VAX and greatly simplify connecting the
various desktop devices in our organization to the data
warehouse. NAS or something. Ask our systems people if you
want to know more about it. Most importantly, we avoided a
costly, time-consuming re-write and migration of all of our
core systems. But, Digital solved some problems our IS people
were very reluctant to tackle. The first time I told him what
I wanted, I actually think I saw tears come to our I/S
Manager's eyes. He told me something about an applications
backlog that was killing him. I told him 'We all have our
problems.'"
"Anyways, time and cost to market were the critical decision
factors and Digital offered a superior solution."
"The second part of the overall solution, an easy-to-use
'executive window' into the 'data warehouse' was more easily
addressed through a very strong product called COMMANDER EIS
from COMSHARE, INC. COMMANDER is the PC-based front-end to the
Digital Vax-based 'data warehouse' server that I told you about
earlier."
"COMMANDER runs on any industry-standard PC and provides an
easy-to-use, intuitive user interface that allows me access to
data presented in full-color, graphical standard formats. I
have found navigating through it to be very intuitive. It
allows for ad-hoc query and drill-down analyses without even
using a keyboard! I had the option of a touch-screen, but
thought I possessed sufficient hand-eye coordination to handle
a 'mouse' without hurting myself or others!"
And, based on how rapidly my support people respond to my
requests, it is highly customize-able. By the way, my next
request is going to be for access to the Wall Street News
Service. So, COMMANDER provides access to both internal and
external data.
"By the way, Digital was able to integrate Executive
Workstation PCs into our corporate computing environment so I
can use the corporate mail system also."
OK..Enough background. Let me tell you how I use COMMANDER.
Several days ago the 'data warehouse' was refreshed with last
months data and results. Yesterday, I used the workstation to
compare year-to-date results to our FY90 plan and analyze
variances. Bringing together premium, loss and expense
information in the "data wharehouse" for profitibility
measurement is the single most significant result of the
Freedom Executive Workstation project. And, I can drill down
to measure profitibility at the regional, branch and even agent
levels! Now I have the information and tools to identify
opportunities as well as problems as they develop. My
Executive Workstation is putting me in a position to make
informed decisions about our insurance business which is, after
all, my job."
"I understand you've just gotten a tour of one of our
field offices. You know that we've recently made some
investments in information technology to support some of
our key people in the field. Over time, my workstation will
help me track and evaluate the effect of those investments on
Freedom's underwriting profitability."
EXECUTIVE DIR: "I can understand why you're so positive about your Executive
Workstation. Could you show us how it actually works? What
are you working on now?"
SUP OF IO: "I recently had a summary of Best's data added to the
"data warehouse." I was just comparing Freedom's
operating ratios to the industry averages and to it's one of
it's chief rivals."
Let me give you a quick demonstration, then I'll have to
get back to work. If you want an in-depth demonstration,
I can easily arrange that for you at a later date.
EXECUTIVE DIR: "Am I mistaken or are your results very similar to the
industry averages?"
"You catch on quickly! You must work here! Freedom's numbers
are in fact, the industry averages!"
[CLICK MB1 ON BRIEFING BOOK ICON TO SHOW COMPARISON OF
FREEDOM (INDUSTRY AVERAGE) WITH VISITING COMPANY]
"As you can see, the comparison of the figures is quick
and easy."
"You are looking at the graph of key operating ratios comparing
Freedom to your company.
[IF APPROPRIATE:] I see you have a high overall Combined Ratio.
It looks like your loss/expense [PICK ONE] ratio is high
compared to us.
[ALTERNATIVELY:] I see that your Combined Ratio is lower than
ours. As you know, the dollars that these ratios represent are
so large that there's always room for improvement.
I can drill down and look at detail. Let's pull up the
loss/expense ratio detail now and see if we can identify more
specifically what the problem is."
[CLICK MB1 ON 'LOSS' OR 'EXPENSE' HOT-BOX AT LOWER LEFT ON
SCREEN]
"Here we see the components of the loss/expense for our two
companies. We will back up to the higher level and look
at the expense/loss side."
[CLICK MB1 ON THE RETURN BOX]
"Let's take a quick look at the loss/expense side.
[CLICK MB1 ON THE APPROPRIATE HOT-BOX]
"Again you can see in one graph the detail on the loss/expense
ratios.
[CLICK MB1 ON THE RETURN BOX, TURN TO VISITORS..]
"I can do competive and line-of-business analyses, time-series,
split by personal and commercial lines...all in a very easy to
use and understand graphical format. COMMANDER makes it very
easy to drill down to whatever level I need to see. If I
create a graph that I think is particular useful, I can produce
slides for presentations to my management or direct reports."
EXECUTIVE DIR: "You've gotten pretty good with that computer!"
SVP OF IO: "The system is so simple that even I can use it and look
good. The only time I use the key-board is to type a
mail message. Because I use it regularly, my associates
and managers have gotten interested and are considering
an Executive Workstation for themselves also. My hope is
that before long this kind of workstation will no longer
be an 'Executive' workstation, but will become a
'managers' workstation."
"It's a powerful tool. I'm becoming increasingly dependent
upon it to do my job."
EXECUTIVE DIR: "Well [Name...], thanks for spending time with us. Good
bye."
CLOSING COMMENTS
EXECUTIVE DIRECTOR: What you have seen over the past hour or so reflects
the way our new company works.
I often get asked whether technology was the key to
our change, and my answer is always the same --
without Digital's technology and involvement there is
no way that we could have turned the operation around.
Of course there was other equally critical activities,
such as changing the corporate culture and changing
our public image, but Digital and its unique
capabilities were a cornerstone.
Now, in order to find out more about the technology
and how it was used, lets go back into the main
conference room for the final section of this event.
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