Improving business efficiency for a canadian title insurer
Canada's leading provider of title insurance wanted to be more client-focused in marketing new products. However, due to the volume of business and the manual workflow system, the client's insurance transaction processing was inefficient and incurred operational overheads. Infosys redesigned the client's systems and developed applications to help the client meet strategic objectives.
The client faced several challenges:
A Value-added Partnership
- Rapidly increasing business volume as awareness of title insurance benefits increased
- Increasing complexity of business rules in the business process
- Resource scalability to deliver new products to the market faster
- Due to increased competition, the product offering and insurance coverage had to be more innovative with flexible pricing and quick time-to-market capabilities
- Need for province-specific policies to adapt to the local market
- Increase market share by offering integrated services with real estate and other insurance service providers
- Add new endorsements and exceptions to the system without incurring system down-time
Infosys partnered with the client to take ownership of critical application systems that support high volume transaction processing. It included production support to these systems and development that included business-driven and technology-driven enhancements. The engagement leveraged Infosys' proven abilities to manage projects with the Global Delivery Model and capabilities in systems integration and business-driven system change management.
After assessing the client's IT systems and processes, Infosys recommended a more controlled software development approach that would improve system quality and build capabilities quicker. We introduced a release approach to help the business and plan future development more effectively.
Infosys defined the formal delivery and release model for system enhancements and proposed suitable SDLC process guidelines and templates.
- Automating workflow and underwriting checks: Canadian provinces have different by-laws and title insurance requirements. The system required housing specific business rules for provinces that could be changed on an ongoing basis without incurring considerable maintenance effort.
- Automating fraud detection: Fraud claims in title insurance are substantial in the Canadian real estate market. To avoid a negative impact on operations due to fraudulent claims, the client wanted to implement a fraud detection mechanism in the application.
- Integrating vendor applications: Interfacing with the third-party application was a challenge as these applications had different technologies, platforms and heterogeneous messaging protocols. In addition, the solution had to support multiple channels such as message queues, email and web services.
- Flexible premium and pricing: The product department wanted to offer pricing based on various factors that could be changed dynamically and also offer credits and discounts to certain customers.
The Infosys and client teams designed the modules that included automated workflow and underwriting checks, flexible fee engine, standard messaging and system-to-system interface for third-party application integration. Infosys also designed the Online Ordering application to allow lawyers to submit orders on the client's corporate website. Fraud detection was automated and pricing flexibility provided.
Infosys leveraged the Global Delivery Model (GDM) to deliver a high-quality, cost-effective solution. It enabled the client to reduce development costs and time-to-market, while improving resource scalability and expanding the knowledge base.
Infosys also provided quality assurance services. The strategic and comprehensive QA testing resulted in zero defects in user acceptance without compromising quality and schedule.
- Operational cost savings: Due to the auto process capabilities, the title insurance department was able to process about 70% of the total volume without human intervention. It allowed the client to reduce operational costs, improve overall process efficiency and provide enhanced customer service.
- Accurate underwriting decisions: The automated and configurable underwriting and fraud check mechanisms helped the underwriting department make decisions with just one click. The rules and checks implemented were configurable, enabling the business unit to make changes to the rules based on their underwriting experience. The fraud detection module helped curb fraudulent transactions and saved substantial dollars on claim payments.
- Quick coverage and pricing roll out: The company can change the policy coverage and endorsements on the fly. Pricing flexibility helped the client to compete effectively.
- Systematic release management: Formal release management and SDLC helped the company to predict the quality, output and launch dates with greater accuracy, enabling it to make and honor customer commitments.
- Improved performance: System analysis and performance changes improved the system performance.
- Additional products / productivity improvement: The well-defined business rules and workflow processes reduced manual tracking and monitoring of processes.
- Legacy migration: The client was able to reduce legacy system maintenance, thereby saving costs.
- Quicker customer set-up time: With the introduction of automated tools, the company was able to set up customers quicker in the system. It improved productivity as manual set-up tasks were eliminated.
- System quality/performance: System uptime was improved substantially.