Now that paper documents are becoming a thing of the past, a perfect growth opportunity presents itself. We are in a period of industry transformation and insurance providers can leverage mobile technologies to increase their profitability and customer satisfaction. A vital piece of this evolution is quality content services.

For businesses within the insurance industry, content services are very important because the product is digital and insurance companies collect, create, and use vast amounts of information. By relying on data, insurers are increasingly gaining advantage by leveraging unstructured data.

Content services deliver insurance businesses better document management, including scanned paper documents, faxes, print streams, application files, electronic forms. web content, multi-media files, customer communications and emails, all in the context of core system screens and business processes.

Why are content services important to insurers?

Thanks to innovative content services options, insurance providers can optimize document workflow, effectively manage content, and ensure they meet all regulations. Meanwhile, this frees up staff to focus on customer service, account management, and other more individual needs.

When processing a new policy or claim, it is so important for insurers to see all customer information…not just a glimpse. Content services bridge the gap with comprehensive and configurable platforms for capture, case management, document management, secure file sharing and workflows that integrate with core business applications.

Insurers operating with legacy systems will find it a challenge to keep up with opportunities presented by digital data. Utilizing content services will be the trademark for top performing agencies in the years to come.

Here are a few important reasons to consider content services for your insurance business.

Visibility

Many insurance companies have limited visibility into client relationships, and often have their staff track activities in shared Excel spreadsheets. Content Services allow for representatives to search content within documents, rather than just the document title. Agents are now able to find exactly what they’re looking for, even if the documents are misplaced, misfiled or tagged improperly. Content services software can provide a consistent way of managing critical relationships with clients. Automating document processes and better search instantly boosts productivity while ensuring your business maintains control over content and related actions. You’ll have instant access into who made changes and when.

Accessibility

Advanced content services software offers mobile optimization, automatically tailoring desktop views of your document database for different devices from laptop to tablet and smartphone. Employees are granted with untethered access to their business documents and workflow functionality, no matter where they are. No snowstorm can stop your employees from getting their work done! Additionally, when users are on site with customers, documents pertaining to the client can be instantly accessed for improved consultations.

Productivity

Content services systems can index documents automatically so that they can be instantly found. Now you aren’t only improving productivity, but also customer service. With instant search functionality, employees can provide better service to customers by answering more questions live. Soon you will process claims with record speed and accuracy. Your company will gain a reputation for being timely and available. All the while, you obtain an integrated, bird’s-eye view of consumers and customers.

Compatibility

Gone are the days of searching through endless files, databases, and email correspondence for relevant information. Instead, cloud-based content services efficiently manage all data and paperwork, including claims, reports, applications, e-signatures, emails, web-based forms, scanned-in papers, and more.

Content services are highly adaptable and can easily integrate with your current insurance applications. OnBase enterprise content management solution integrates with any insurance applications – from DuckCreek, EXLServices LifePro, to Guidewire ClaimCenter and Guidewire Policy Center – simplifying processes across the organization.

Integrations with existing applications ease transitions to new software, improve user adoption and satisfaction and eliminate switching between screens to find the right information. Integrations also allow for faster document indexing which increases content capture speeds and eliminates the risk of human error from manual entry.

Compliance

In the insurance industry, security, compliance, and efficiency are in high demand. Insurance regulations are some of the strictest in existence. In order to meet this need, content services platforms remain up-to-date with privacy and other regulations. The flexible, scalable nature of cloud-based content services platforms allow businesses to achieve compliance without stress or distraction. With this assurance of security, users can easily share and modify critical documents and information.

Insurance agencies can use OnBase to efficiently manage all documents associated with a life insurance policy and claim. OnBase manages document retention to ensure proper adherence to corporate policy. The solution also provides an audit trail to demonstrate that the corporate retention policy is in place, and followed, eliminating fines and costly court judgments.

Insurers can easily show that all documents existed at a specific point in time and had not been altered since that point. At the end of the retention period, documents must be archived, and the system can be configured to ensure timely disposal of qualified records automatically or after required approval.

Insurers Should Keep in Mind these Technical Aspects

Being able to harness content services systems to make work assignments based on workload, monitor employee productivity, improve customer experience by reducing response times, and doubling business revenue without doubling operational costs are the kinds of customer wins we have experienced using these tools.

For those in the insurance industry, this capability is even more important because the product is digital and insurance companies collect, create, and use vast amounts of information. Insurers rely heavily on data, and they are increasingly gaining an advantage by leveraging unstructured data.

A content services solution needs to manifest as a layer in the technical architecture. From a technical viewpoint, this has several dimensions.

    1. Open system support and application programming interfaces (APIs) leverage – This type of approach allows insurers to implement new capabilities faster via the ability to integrate with existing systems more rapidly.
    2. Microservices – This approach results in more fine-grained services (beyond large monolithic, components). With microservices, it is possible to engage in parallel development and more rapid testing, a requirement in today’s fast-paced world.
    3. Security and compliance – As insurers accumulate more digital content, especially content related to personally identifiable information (PII), it has become mandatory to have world-class security in place to manage that content.
    4. Versioning and analysis – In insurance, there is also a great deal of regulated content, so a content services solution must have extensive capabilities for versioning and analysis to ensure compliance.

Whether the focus is on new business and underwriting, or claims processing, or customer service, LBMC’s business process management experience helps our clients succeed.

LBMC Technology Solutions offers OnBase and Square 9 for content services. Our certified consultants recommend, implement, and support these systems to help insurers departments save time and reduce risks. Contact us to learn more.