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Improving claims management capabilities
Sollers , Case study , Digital, Innowacje

About Customer

A specialist insurer, active on the Lloyd’s market in London – the largest and oldest insurance market in the world – for over three decades. Over the years it has evolved to a global insurer with offices in Europe, Asia, and across North America.


What was the goal of the project

The main goal of the project was to improve efficiency of claims handling through more automation and streamlining of several crucial processes.

The client intended to replace its outdated ClaimCenter v5 system due to high costs of maintenance, little flexibility for changes and performance issues. Due to high degree of customisation of the system, the technical upgrade proved not efficient. Instead, the decision was made to implement a new ClaimCenter v9, leveraging its core OOTB functionalities, and supplement them with both configuration and necessary extra development. The intention was, however, to stay as close as possible to OOTB, to minimise development efforts and associated risks, as well as allow for smooth technical upgrades to latest versions in the future.

The scope of the project assumed delivering several optimisations, e.g. in the areas of product & multicurrency configuration, FNOL, payments, document management, reporting, activities and workflow. Moreover, a very important deliverable of the project was a two-way integration with the central Lloyd’s market repository of claims and documents – ECF Writeback.


What solution was implemented

The project team was divided into 3 main streams – Configuration, Integration and Migration.

Configuration team’s work resulted in (among others): LOB definition and configuration of products, automated document and email generation, improved authority checking, straight through payment processing, re-designed contact management and multicurrency processes.

Migration team performed a successful migration of majority of open and old claims and several hundreds of vendors within a 24-hour slot. Additionally, extensive analysis, data cleansing and data model changes were included in scope.

Noticeable integrations involved Policy, Finance, Document, BI, Exchange rate systems. Moreover, Sollers was fully responsible for analysis, development and testing the ECF Writeback integration with Xchanging. This included a real-time communication with IMR for an automated download of documents. Also, a forward-looking flow of SCM data was established between the legacy system and ClaimCenter that required EDI-ACORD XML mapping.

Sollers role included active participation in backlog management for the project), applying 1 in – 1 out approach to control the scope. We used the MVP approach throughout the delivery to maximise customer business value and advised on possible implementation options. The project was run in the scrum methodology, incorporating Client’s representatives into scrum teams – it was the first fully agile project in Client’s organisation and was then demonstrated  as an exemplary agile application.

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