Case Study: Honan Insurance Group boosts customer and staff experience

Honan Insurance Group has boosted both its customer and staff experience following upgrades to its strata quotation process via its transformation work.

To uplift its work, the insurance and financial services group implemented TCG Process’s DocProStar for their strata quotation process.

Before the work was undertaken the company generated quote requests through a 100 percent manual process, with data fields needing to be inputted by admin teams or brokers. 

Former chief operating officer at Honan Insurance Group Laurence Basell explained to Digital Nation since the new platform was implemented there has been about a 40 percent uplift in staff production plus uplifted customer service. 

“In insurance brokering, you have a lot of data, manual processes and a lot of different systems between underwriters, insurance brokers, clients, and as part of that, there's a lot of manual document transfers, editing and data entry.

“The main driver was in our Strata business there's about half a million manual documents that transfer through our system each year, Basell said.  

“PDF documents that are sent from underwriters that need to be interpreted and then read the data entered.”

Basell said from here clients are sent recommendations with the software used as an “automation tool” that allows the team to capture and interpret data.

Basell added implementation efforts were able to be completed in roughly three months. 

He said the work received “positive reactions internally” meaning “the change management was easier because people could see that benefit quickly”. 

Five areas of Honan’s business were identified as areas for improvement where an automated, document or read solution could be implemented.

“With any manual process, you were always looking for automated solutions or solutions that make things more efficient, so we worked with [TCG] to understand where's the low-hanging fruit. 

“We identified other areas, like our accounts payable area, our claims area". 

Basell explained from the implementation efforts productivity was uplifted with “about a 40 percent uplift in terms of production.”

With the business “growing 25 percent per year” the new process made hiring for data entry roles easier as well as upskilling internal staff, especially around client proposals and recommendations.

“There's a significant uplift in terms of staff retention, staff satisfaction, staff engagement, and things that typically in data entry, you're not going to achieve, we've been able to achieve. 

Under the platform, Honan has been able to build out its high client retention rate.

"We have close to a 99 percent client retention rate in the area, but also being able to deliver on the new business front, a solution to clients that other people aren't [such as] a client portal that allows them to have the functionality that we have, but also our turnaround time on quotes, our turnaround time on claims is leading.”

Moving forward, the company is looking into further product roll-outs with one pilot already underway, according to Basell. 

“We started in one business unit being Strata, we've demoed it and started to build a pilot in our accounts payable solution [and] our claim solution, which again has a lot of manual documentation.”