International insurer recognized for excellence in process automation, information management and business process outsourcing
Hyland Software Inc., developer of the OnBase®enterprise content management (ECM) software suite, recently recognized Maritima Seguros, a Brazilian-based insurance provider, with its RealSolutions Award for excellence in business process automation in insurance. Maritima deployed Hyland’s OnBase ECM solution for all core business processes (underwriting, claims, customer service) across P&C, auto and health lines of business in their Sao Paulo-based headquarters as well as within their network of 85 branch offices.
Highlights of the results achieved within an 18-month period include:
· Branch offices reduced callbacks by 60-70 percent, improving service while reducing labor requirements
· Average time to issue a policy has been reduced by 50 percent
· Reduced underwriting time for P&C from 11 to 5.7 days, more than 50 percent of files are completed in five days or less
· Phone calls between headquartered and branch offices were reduced by 10,000 minutes per month
· Automation of manual processes reduced labor costs equaling five full-time employees
“It is an honor to be recognized as a leader in business process management in the insurance industry,” said Erico Tadashi Yamamoto, superintendent of IT and processes at Maritima Seguros. “ECM technology is the cornerstone of our success. By working hand-in-hand with Hyland and Recall, we’ve made improvements in every department and within our branch network of 15,000 brokers and there is more to come.”
The RealSolutions Award was presented at Hyland Software’s OnBase Training and Technology Conference (OTTC) held in Nashville, Tenn., in September 2007. Value-added reseller, Recall do Brasil, was also recognized for its work with Maritima Seguros in handling document preparation and business rules management.
Using Hyland Software’s OnBase ECM solution, Maritima Seguros overcame numerous workflow and business process challenges by improving service response times in compliance with service level agreements; reducing costs related to internal tracking and fraud prevention; maintaining consistent processes to support compliance initiatives and audits; and offering various authorization levels and controlled access to policyholder files.
“Maritima Seguros provides a model for business process outsourcing from which all insurers can learn,” said Ed McQuiston, director of Insurance Solutions for Hyland Software. “Maritima embraces both the use of innovative ECM software from Hyland as well as business processing outsourcing of key information management activities to Recall. Handling data management internally would normally require many dedicated IT resources. In the end, Maritima is able to focus on its core business, which is providing policyholders with fast, professional responsiveness, when they need it.”
With more than 200 insurance industry customers using the OnBase ECM solution, Hyland’s expertise lies in the improvement of business processes through content management capabilities.
About Maritima Seguros
Maritima Seguros, headquartered in San Paulo, is the tenth largest insurance provider in Brazil. Maritima’s business lines include property and casualty (including auto), health and life. Founded in 1943, it’s a conservative company in terms of risk but quite a pioneer when the subject is technology for the business. It was the first company in Latin America to start using an imaging system in 1993. “Imaging is in our blood” says Yamamoto. “It made possible for the company to assimilate all this new improvements. We changed completely our labor activities in operational processes”.
About Recall
Based in Atlanta, Recall is present in more than 20 countries, providing approximately 80,000 customers with the benefits of working with a recognized global leader in the field.
Recall has earned its reputation by helping businesses securely manage information throughout its life-cycle. As a service-based business, Recall’s first and foremost commitment is to our customers. Every process, every procedure, every solution is designed with the customer in mind.
Recall believes in driving world-class operational excellence in everything we do. Our quality and business improvement program, IMPACT, drives Six Sigma, Lean and Project Management methodologies for all processes and projects to assess, evaluate and improve business operations that guarantee performance predictability and efficiency. For more information please visit recall.com
About Hyland Software Inc.
Hyland Software Inc. is the developer of OnBase, a rapidly deployable suite of enterprise content management (ECM) software applications. OnBase is a modular suite of ECM applications that includes document imaging, workflow, electronic document management, COLD/ERM and records management. OnBase allows insurance carriers, managed general agents, and third-party administrators to streamline processes and improve service levels across the enterprise, including strategic areas such as new business, underwriting, claims, regulatory compliance support and customer service. For more information about OnBase, please contact an Authorized OnBase Solution Provider or visit www.onbase.com.