Case Study

Case Study

Insurance broker speeds data integration via automation

  • Insurance

Overcome the manual coding struggle to onboard data faster and drive customer communication

About the Company

  • Industry: Insurance brokerage/reinsurance brokerage, consulting, and third-party property/casualty claims settlement and administration services.
  • Employees: 44,000

Benefits

  • Shorter Onboarding Times: The company experienced a significant reduction in onboarding times for student health insurance data.
  • Reduced IT Workload: Automation and AI-driven processes reduced the IT labor needed, allowing the company to allocate resources more efficiently.
  • Increased Profitability: Automating queries and integrations ensured that thousands of policies remained profitable each year.

The Challenge

The company faced significant challenges in data onboarding, claims aggregation, and providing real-time customer feedback. These processes were labor-intensive, time-consuming, and costly. There were three specific areas of difficulty:

Student Data Onboarding for Health Insurance Enrollment

In gathering student health data from hundreds of U.S. universities (including Harvard, Yale, and Duke), the company relied on a time-consuming manual process. This process involved conforming to the underwriters’ data formatting standards, which required coding each integration. It took hundreds of hours of employee time to fix errors and make necessary changes to integrate those Excel-based flat files.

Claims Aggregation

The company onboarded claims data from major insurance companies to sell on the marketplace. Similar to student health data, the claims data had to conform to the underwriter’s data formats, requiring time-consuming coding for each integration.

Real-Time Customer Feedback

To provide feedback in real-time to thousands of customers each day, the company integrated with Origami Risk, Salesforce, and Microsoft Dynamics. This was to deliver timely information to dial-in and web-form requests about coverage information and other related topics. The process involved using phone call web form requests to provide answers to customer queries, resulting in prohibitive labor costs that caused the company to lose money on the policies they needed to serve.

Partnering with Adeptia

By partnering with Adeptia, the company was able to automate its data integration processes using Adeptia Connect. This platform facilitated the following improvements:

Student Data Onboarding
  • Reduced data onboarding times by 90%
  • Reduced labor efforts for each university by 90%
  • Reduced IT labor required from 300 to about 30 hours
Claims Aggregation
  • Reduced the initial onboarding time by 80%
  • Sources are now templatized and automated
  • Specific coding efforts needed only for exceptions to rules
Real-Time Customer Feedback
  • Reduced manual labor for needed queries by 97%
  • Each new integration now takes only one day
  • Thousands of policies remain profitable each year

The Business Value

Shorter Onboarding Times

By implementing Adeptia’s data integration solution, the company reduced its onboarding times for student health insurance data by 90%.

Reduced Workload for IT Staff
  • The hours of IT labor required to onboard student health insurance data went from 300 to about 30.
  • Labor required for queries has been reduced by 97%, and each new integration takes one day.

Conclusion

By automating their data integration process using Adeptia Connect, the company streamlined its processes through AI-powered data mapping and reusable, self-service templates. This automation facilitated student data integration, claims aggregation, and customer feedback processes, reducing reliance on IT teams, lowering labor costs, and reducing processing times.