OHIO MUTUAL INSURANCE IMPROVES POLICY AND CLAIMS SERVICES WITH
CSC’S POINT IN SOFTWARE
Ohio-Based Carrier Replaces Systems, Streamlines Processing and Rolls Out Web Services to Agents
Ohio Mutual Insurance Group opened its doors in 1901 as the Ohio Mutual Tornado, Cyclone and Windstorm Insurance Association. Just over a century later, the winds of change would bring the company its biggest challenge ever — increased competition and a computer system that couldn’t keep pace. In fact, not long before President and CEO Jim Kennedy joined the company, Ohio Mutual’s core processing system underwent a prolonged outage. “We saw that we had some serious database limitations, some serious structural problems with the system that we had in place,” Kennedy recalled. “It restricted our ability to service our customers in a proactive way, it hampered our ability to expand into other operational jurisdictions, and it really limited our abilities to become more automated in our relationship with our agents — which in today’s world is an imperative.” Located in Bucyrus, Ohio, Ohio Mutual writes $130 million in premium and sells auto, home, farm and business insurance policies through 400 independent insurance agencies in Ohio. It is on this network of independent agents that Ohio Mutual has staked its competitive strategy. CSC worked closely with Ohio Mutual to determine the best way to deliver the stability and ﬂexibility the company needed. Ohio Mutual decided to replace its processing system with CSC’s POINT IN suite — Web browser-based software that integrates the entire insurance enterprise including claims, billing and collections, reinsurance administration and insurance data reporting. Scott Mackey, assistant vice president of Business Insurance Underwriting for Ohio Mutual Insurance Group, was impressed with what CSC brought to the table. “CSC clearly brought a team approach to the demonstration,” he said. “The other companies would talk about their functionality and how it can beneﬁt you, but they never really tried to ﬁnd out how we do business and how their products could better serve us. As a matter of fact, that’s how we ended up with CSC’s Advanced Claims system. We had some unique needs on the claims side that frankly none of the other systems we reviewed could completely address.”
Improved Back-Ofﬁce Productivity up to 18% Rolled Out Web-Based Services to 400 Independent Agents Launched New Insurance Product in 8 Weeks Cut Days Off Claims Adjustment and Approval Cycle Positioned Company for Growth
Enhanced Relationships with Agents
Early on, Ohio Mutual experienced tangible speed-to-market beneﬁ ts with POINT IN. The company was able to turn around a complete new product, a complete new tier, in just eight weeks — all the way from concept to production.
Fully Integrated Approach to Processing
Ohio Mutual looked at other IT companies, but chose CSC for its ability to work as a partner — not as a vendor.
“CSC’s software lets us consider additional states, additional products and alternative ways of pricing our products. Our relationship with CSC is helping to enable our vision of the future of Ohio Mutual.”
Jim Kennedy, President and CEO, Ohio Mutual Insurance Company
CSC’s POINT IN suite automates the entire insurance back ofﬁce, helping property and casualty insurers and MGAs lower costs, increase productivity and improve service. POINT IN’s software components and outsourcing services help organizations manage agency interaction, underwriting, claims, billing, litigation, reporting and reinsurance for all personal and commercial lines of business. No other system integrates as many functions on the same platform.
Staff productivity with POINT IN increased up to 18 percent over the ﬁrst year, and in 2005 Ohio Mutual achieved the largest annual net operating proﬁt in company history. Staff turnover decreased 28 percent with the implementation of the more userfriendly software. “We experienced immediate productivity gains by reducing the number of steps in the policy processing transaction in our back ofﬁce,” Mackey said. “People who used to focus on data entry can now issue policies. POINT IN’s integrated third-party ordering features let us perform real-time transactions as soon as we get the policy information, which was a big gain.” Ohio Mutual has leveraged POINT IN, POINT IN Underwriting and POINT IN Agency Link to go beyond simple Web-based quoting to full underwriting and the actual issuance of policies in real time from the agent’s desktop for personal lines auto, homeowners and business owners policies (BOP). This a new process called e-Quip’d® (Electronic Quoting Underwriting Issuing Printing and Delivery), that enables agents to print new insurance policies including declaration pages and ID cards at the point of sale — eliminating the need for the home ofﬁce to mail the policy documents. e-Quip’d has been further expanded to include endorsement processing for personal auto. “We’re one of the ﬁ rst companies to offer this capability, and it allows our agents to give incredibly fast service,” Mackey said. “In the personal auto market, it really helps level the playing ﬁeld between our independent agents and the 800-number companies and Web site companies. We can provide a quick quote over the phone
to someone buying a car at the dealership. That person can stop by the agent’s ofﬁce on the way home, sign the application and pick up the paperwork and ID cards. The entire transaction is complete before the policyholder leaves the agent’s ofﬁce.”
development of the software. According to Kennedy, POINT IN is integral to Ohio Mutual’s growth strategies. “CSC’s software lets us consider additional states, additional products and alternative ways of pricing our products,” Kennedy said. “Our relationship with CSC is helping to enable our vision of the future of Ohio Mutual.” For more information about CSC’s POINT IN suite of solutions, call 800.345.7672 or send an e-mail to email@example.com. About CSC
CSC, one of the world’s leading consulting and IT services ﬁrms, helps clients in industry and government achieve strategic and operational results through the use of technology. The company’s success is based on its culture of working collaboratively with clients to develop innovative technology strategies and solutions that address speciﬁc business challenges. Having guided clients through every major wave of change in information technology since 1959, CSC combines the newest technologies with its capabilities in consulting, systems design and integration, IT and business process outsourcing, applications software, and Web and application hosting to meet the individual needs of global corporations and organizations.
Streamlined Claims Services in the Field
Another key strategy was the replacement of the company’s claims system. Ohio Mutual needed to improve the process of documenting claims activities, and POINT IN Advanced Claims gave the company a centralized, paperless system with a detailed adjuster diary, automated workﬂ ow and Web-based notice of loss capabilities. Almost immediately, adjusters were closing smaller claims out in the ﬁ eld and cutting days off the time needed to process larger claims. “By pushing Advanced Claims out in the ﬁeld, we’re doing business in real time, rather than through the mail,” Mackey said. “Our staff can complete the entire process of adjusting the claim, attach all documentation including digital photos and multimedia ﬁles, and enter the payment. If the payment exceeds the adjuster’s authority, it automatically rolls up to the appropriate approver, so we’ve made great service gains.”
About CSC in Financial Services
CSC distinguishes itself through its time-tested ability to plan, build and operate highly reliable, efﬁcient and secure business and IT solutions for leading ﬁnancial services ﬁrms around the world. To complement its capabilities in consulting, systems integration and outsourcing, CSC brings ﬁnancial services industry knowledge and experience, a comprehensive portfolio of ﬁnancial services application software and an extensive network of industry and technology partners. More than 10,000 CSC employees are dedicated to serving ﬁnancial services clients, including more than 1,200 major banks, insurers and investment management and securities ﬁrms.
Positioned for Growth
Throughout the implementation of POINT IN, Ohio Mutual worked with CSC’s Innovation Community program to include several modiﬁcations in the base software. This will allow the company to avoid retroﬁ tting code as it upgrades to newer versions of POINT IN. Ohio Mutual is also active in CSC’s users’ community, which inﬂuences the ongoing
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