Customer Challenges

Multiple acquisitions over time, internal reorganizations, and rapid organic growth—coupled with difficulty finding experienced IT talent and an increasingly competitive landscape—made it difficult for this carrier to meet end-user and regulator expectations.

Problem

• Customers have high expectations that the onboarding process should be as easy as shopping.
• Intake processes, systems, and even customer questionnaires varied by underwriter and channel (phone vs. email).
• Agents spent time on high-volume administrative tasks instead of value-generating work.
• Lack of experienced IT talent to integrate and maintain legacy systems.

Solution Highlights

Developed 12+ broker and customer portals and underwriting applications on Unqork using a library of reusable components, enabling rapid development and deployment of rate, quote, bind, underwriting, dashboarding, and other policy lifecycle capabilities.

• Reduced operational costs and improved data integrity and accuracy.
• Seamless integrations with external data providers and systems to capture customer, exposure, and risk information—minimizing manual data entry.
• Managed the end-to-end process with insights into progress and ownership, with automated routing, alerts, and notifications.
• Accelerated underwriting and streamlined the underwriting workbench with a self-service experience.

Key Success Metrics