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The Client

The client is a leading, well-established provider of financial services in the US through the production, distribution, and administration of insurance and investment products.

The Challenge

The insurer sought to modernize its aging disability claims systems and their approach to doing business in order to remain current, improve operational efficiency, and satisfy regulatory and customer requirements. 

Excellarate’s Ultera solution offered true case and workflow management, better solution agility–including the ability to plug and play other vendor components over time–and a more cost-effective, low-risk alternative to a complete system replacement. 

The Solution

Excellarate partnered with IBM to delivelong-term strategy and unified solution that would move the insurer from a paper-based claims system to a robust, scalable, digital solution. The solution suite was comprised of commercially available products including IBM’s WebSphere, ILOG, ICM, Cognos and Datacap products, as well as Excellarate’s highly scalable Ultera platform. 

Ultera features intelligent forms for capturing claim information, intelligent intake scripts to generate follow-up questions based upon the claimant’s previous responses, and federated search of claim status information. Much of the platform is rules-based and automates formerly manual intensive tasks. 

Excellarate worked very effectively with the insurer’s business lines to increase understanding and overcome reservations initially by conducting a cloud-based POC. Excellarate worked diligently with the insurer’s IT gatekeepers to ensure the solution fit their overall enterprise strategy. 

The Outcome

The insurer successfully moved from paper-based processes to an electronic disability claims solution, eliminating geography as a barrier to conducting businessDuring the migration process, the insurer was able to expand its client base, adding new accounts while retaining current clients, through a well-planned and highly collaborative strategy.