Transforming a Regional Property Insurer’s Response Time with Duck Creek’s Innovative Core System

CASE STUDY

Transforming a Regional Property Insurer’s Response Time with Duck Creek’s Innovative Core System

Objectives

Enhance response time to events resulting in multiple claims.

Streamline operations to expedite claims processing.

Implement an updated core system to keep pace with growth and sustain exceptional customer experiences.

Results

Improved customer service enabled through faster intake of first notice of loss (FNOL) and touchless claims handling.

Enhanced payment capabilities, including digital payments.

The insurer now operates a single, integrated core system, leading to business self-sufficiency and the ability to manage rapid changes.

Our partnership with LTIMindtree and Duck Creek led to the launch of our a direct-to-consumer channel for personal lines homeowners’ products, allowing for a true multi-channel experience for our customers. By accelerating our digital transformation efforts, with help from experienced partners like LTIMindtree and Duck Creek, we can adapt more quickly and bring innovation to our customers.

Chief Information Officer

The Challenges

Workload Management Inefficiencies
The existing core system couldn’t support workload fluctuations, resulting in a reactive, “firefighting” approach to emergency responses.
Vendor Dependence
Lack of control over sudden changes led to reliance on multiple software vendors, whose slow response times hindered progress.
Reputation Risk
The core system’s inadequacy slowed the claims settlement process, impacting the insurer’s reputation as a fast responder.
Growth Pains
The growing insurer required a core system that could meet its business agility needs and a reliable partner for implementation.

The Solutions

The insurer partnered with Duck Creek to implement a SaaS-based core system tailored for property, casualty, and general insurance carriers. This solution:

Enabled faster intake of the first notice of loss (FNOL).
Provided touchless claims handling and enhanced payment capabilities.
Improved customer service on self-service channels.

The Impacts

Speedier Claims Processing

The insurer can now process claims in minutes instead of hours.

Improved Customer Experience

The launch of a direct-to-consumer channel for personal lines homeowners’ products resulted in a multi-channel experience for customers.

Business Self-sufficiency

All of the insurer’s business is now integrated into Duck Creek OnDemand, a SaaS platform, making it self-sufficient and capable of managing all business changes, however rapid.

About the Customer

The Duck Creek customer is a regional property insurance provider based in the southeastern U.S. The company offers a wide range of insurance products, including homeowners’, condominium, renters’, and commercial residential insurance. Their focus is on providing reliable support, fair pricing, customizable products, and a financial backstop for policyholders’ most important asset — their property.

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