Document Management and Process Automation for Generali Hellas
Client
Generali Hellas Insurance company
Location
Greece
Primary objectives
The project’s primary objective was to develop a flexible system which would facilitate the recording, monitoring and management of documents (main and supportive) in the Generali insurance company during the application approval process.
At the same time, one of the project’s main goals was the establishment of an Enterprise Content Management platform that would allow for a subsequent extension of the functionality provided, for certain needs to be met, such as the need for an electronic Insurance Case Files Archive.
The automation of the application approval process has expedited the process considerably and resulted in a quicker access to the market and in a better control of the outcome.
For the insurance company’s management it was important to have statistical data available and an overview of the effectiveness and smooth operation of the process.
For insurance agents, the new system aimed to facilitate their work by providing a direct and clear picture of each client’s status through a self-service application.
Description
In the development of the system, the Rational Unified Process methodology was used. The project’s complexity and the need to use innovative methods and solutions, as well as the number of job positions that had to be served, led to a multiple examination and cross checking of the system prior to it being widely used.
The program had to serve 500 external users (independent agents and organized agencies), 150 internal users, and 18 branches through a VPN connection; the daily operations volume amounted to 200 new applications and more than 140 requests for status changes.
Challenges
As can be expected, Insurance agency infrastructures, apart from varying from agency to agency, were not as upgraded as those of Generali. In addition, a large number of agents were not familiar with electronic processes; there are still several agencies where the fax remains the main means of communication.
Benefits
- Complete process upgrade
- Better information and service provided to agents and end clients
- Faster and uninterrupted process with prompt identification of possible mistakes or failures
- Capability for monitoring ongoing work flows as well as reporting on the company’s SLAs
- Low maintenance cost
- Fewer printouts and less red tape
Technical features
Products: EMC Captiva, EMC Documentum xCP, A.nnotate viewer for TaskSpace
A main reason for selecting this solution was the combination of technological excellence and low cost acquisition and maintenance, as well as Generali employees’ wide acceptance of the changes imposed by the system’s operation and automations.
In addition, Documentum platform’s easy connectivity with other organizational systems (back-end systems, mail server, fax server) was evaluated together with Uni Systems' extensive experience in implementing projects of similar scale.
In summary
Transactional Content Management, the pioneering system that was implemented for Generali under the name "Thesis," considerably facilitated the new applications approval flow for insurance coverage to individuals and businesses as well as the applications approval flow for riders and renewals of existing insurance policies. "Thesis" covered the processes of all company departments, allowing for an operation without the need of a hard copy.
Thesis also allowed for immediate answers to be given to the questions regarding the progress of requests and also allowed for needs to be met in connection with changing data and status in the insurance company's archive.
Uni Systems’ excellent technical team, with proven experience and know-how, has designed a solution that fully meets the requirements of the multinational Generali insurance company, which is part of the third largest insurance group in Europe.
"Thesis" project turned a new page in the technological development of Generali and of the insurance market in general.
Watch the video from the opening of EMC Momentum 2011 in Berlin and Mr. Mandouvalos' presentation on Thesis project
Generali Hellas @EMC Momentum Berlin 2011 from Unisystems S.A. on Vimeo.
