West Bend Mutual Insurance Company Streamlines Loss Prevention with Duck Creek Loss Control

CASE STUDY

West Bend Mutual Insurance Company Streamlines Loss Prevention with Duck Creek Loss Control

Objectives

Enhance customer experience and satisfaction through improved loss prevention processes.

Reduce manual tasks and streamline loss control workflows to increase efficiency.

Improve data quality and reporting capabilities.

Ensure consistency and accuracy in loss prevention reports.

Results

Time taken to process loss prevention requests and tasks was reduced by 50%, with better data quality.

A 60% reduction in administrative support time required to manage the workflow.

An overall increase in report quality from an average of 85% to 92%.

Reduced operational costs by more than $35,000 per year due to electronic delivery and handling of recommendation letters.

The system is easy to configure and quick to implement. As our business evolves, we have the flexibility to make changes quickly without having to involve developers

Chuck Henry

Loss Control Director, West Bend Insurance Company

The Challenges

Operational Inefficiencies
Paper-based and manual assignment of loss control tasks impacted underwriting team’s visibility into task status and completion, and ability to report on KPIs.
Decentralized Data
Lack of tools to capture, centralize and share data that was captured on the field by loss control teams. Duplicate data across systems and departments impacted data integrity which made it difficult for underwriting and actuarial team to make data driven decisions for better account selection and pricing.
Lack of IT resources
West Bend Insurance Company was in its growth stage, and wanted its internal resources to be allocated to creating value for policyholders instead of system configurations and implementations.

The Solutions

Rule-based workflow automations improved routing and assignment of loss prevention requests.
Duck Creek Loss Control platform’s APIs enabled better integration between the loss control platform and document management systems, automating report uploads and improving efficiencies.
Configuration module allowing helped set up the Duck Creek Loss Control quickly and provided flexibility for future changes, eliminating IT burden.

The Impacts

Better data quality and reporting

Capturing field data on hand-held devices, and automating report uploads into the document management systems, reduced data errors and redundancies.

Improved Decision Making

With access to quality data on policyholder risks, cross-functional teams across the organization could now make informed decisions on account selection and improve pricing accuracy.

Speed to market

Easy to configure and quick to implement system reduced IT burden and enabled West Bend Insurance to get to market faster.

About the Customer

West Bend Mutual Insurance Company, headquartered in West Bend, Wisconsin provides a broad range of insurance products to clients throughout the Midwest. With core values of excellence, integrity and responsibility, West Bend has more than 1,000 associates providing service to policyholders and agency partners and writes approximately $1 billion in premiums annually. The company consistently ranks in the annual Business Insurance list of “Best Places to Work in Insurance” and Ward Group’s list of the 50 top performing property and casualty insurance companies in America.

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