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Learn how this organization developed the business case and implemented the project to build an integration solution between disparate systems to more effectively communicate with policyholders and external claimants in their Property and Casualty subsidiaries of American National Insurance Company. The presenters will share details including requirements to implement a secure integration strategy to authenticate through and communicate with third party systems, including Guidewire ClaimCenter® and IBM Resource Access Control Facility (RACF). Moving forward, specific design considerations included Single Sign On (SSO) capabilities from the P&C systems to IBM WebSphere Portal. Additional considerations required use of claims system data via web services to capture all relevant data about the claim, and an imaging system, CM8, to store the relevant claim information and documents as the source of record. Understand the achievements of this multi-channel solution, best practices and lessons learned, and future directions.
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How ANICO Brought Subsidiary Systems Together to Communicate with Policyholders & Claimants in
IBM WebSphere Portal
Abraham Farris, Lead Web Experience Factory, WebSphere/Portal Developer, Field Systems, ANICO
Dave Jacob, Managing Partner, Davalen
© 2014 IBM Corporation
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Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
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© 2014 IBM Corporation 3
Agenda
• Presenters and Companies• ANICO and ANPAC/FF Environment• Business Needs, Challenges and Requirements• A Day in the Life: Before• Metrics, Implementation Team and Approach• Project Challenges• A Day in the Life: After• Project Successes• Questions
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Example
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Presenter: Dave Jacob
• Managing Partner and cofounder, Davalen
• Fellow in the Life Management Institute (FLMI), focuses on architecture of portal implementations for insurance and related companies.
• Project Manager for ANICO Project
© 2014 IBM Corporation
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Davalen
• IBM Premier Business Partner• Established 1993• Specializes in System Integration for Digital
Experience
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Presenter: Abraham “Abe” Farris
• Been in the tech industry since 1998
• Joined ANICO in 2001. • Responsible for the IBM
WebSphere Portal architecture and IBM Web Experience Factory (WEF) best practices.
© 2014 IBM Corporation
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American National Family of Companies
American National offers a broad variety of life insurance, retirement annuities, accident and health insurance, pension plan products and services, credit insurance, and property/casualty insurance for personal lines, agribusiness and targeted commercial exposures. Products are distributed through career agents, independent marketing organizations and multiple line exclusive agents as well as direct distribution channels.
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• IBM WebSphere Portal
• IBM Tivoli Directory Server
• Microsoft Active Directory Server: Underwriters Sign on
• IBM Web Experience Factory
© 2014 IBM Corporation
• Microsoft Outlook: Messaging system
• IBM RACF / Microsoft .NET
• Fusion GuideWire: Claim processing system
• IBM CM8: Imaging
ANICO ANPAC/FF
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Original Business Need
A common, secure and simplified messaging framework in IBM WebSphere Portal for ANICO and subsidiary, ANPAC/FF, to communicate for policyholders, claimants and adjusters.
© 2014 IBM Corporation
ANPAC/FFANICO
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Challenges:
• Corresponding with outside party in Microsoft Outlook required multiple steps and requirements to meet confidentiality regulations.
• Strict guidelines over incoming and outgoing email addresses requiring special and time consuming steps
• How to handle imaging of claims and how much control adjusters had.
• Provide Single Sign-On with multiple and different systems need to be integrated.
• Proper client registration without duplication depending on role.
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Solution Requirements:
• Secure and simplified messaging• Similar user interface for consistency• Single Sign-On• Registration without duplication• Automation of claim images and
documentation
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A Day in the Life: Before
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Cumbersome encryption
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Confusion Registration
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Solution Metrics
• 225 Adjusters• 300 Daily Claims• 92,000 Claims in 2013• 800,000 Policy Holders
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Implementation Team
• ANICO/ANPAC/FF:– Deanna: Project Manager– Judy: Backend Project Design– Abe: Lead Developer
• Davalen– Dave: Design Team & Project Manager– Kevin: Lead Developer– Jessica: IBM Web Experience Factory Developer
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Approach
1. Adjuster looks up claim number within GuideWire® which provides the approved email address for Read-Only correspondence.
2. Every sent item is automatically archived/imaged in CM8 including attachments
3. PingFederate plugins for IBM RACF/Microsoft .NET to IBM WebSphere Portal/IBM Tivoli Directory Server
4. Clients email address is associated with claim number. Depending on which repository it resides in the system will provide correct request (policyholder vs claimant)
5. Simulated current messaging system© 2014 IBM Corporation
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Project Challenges
1. How to handle all the data2. Identification overlap of user between
systems3. Storing, generating and handling PDFs 4. Multiple file types and sizing requirements
(example: images)
© 2014 IBM Corporation
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A Day in the Life: After
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Recipient Control
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Easy claimant registration
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Registration
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Claimant Login
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Status update
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Inbox View
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Reply
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Adjuster Views the response
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SSO access from Policy Holder system
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“The secure email portal will allow us to communicate with our customers more effectively and efficiently thus making it easier to do business with us.”
Deanna WaltonAVP, Field Systems Services
American National Insurance Company© 2014 IBM Corporation
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Questions?
© 2014 IBM Corporation
© 2014 IBM Corporation
Contact ANICO (AM Best Rated A Life Insurance Company)
Web: http://www.anico.comWeb: http://www.anpac.comWeb: http://www.farmfamily.com
Abraham “Abe” Farris, Lead WEF/Portal Developer of Field Systems , ANICO Email: [email protected]
Davalen, LLC (Premier IBM Business Partner)Web: http://www.Davalen.comCommunity: http://blog.davalen.comTwitter: @Davalen
Dave Jacob, Managing Partner, Davalen LLCEmail: [email protected]: (800)827-8451 x 104Twitter: @TechieDaveJ
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Platinum Sponsor
Booth #101
© 2014 IBM Corporation
For Additional Information
IBM Digital Experience Solutionshttp://www-01.ibm.com/software/collaboration/digitalexperience
WebSphere Portal and IBM Web Content Manager Information Center Wiki
http://www-10.lotus.com/ldd/portalwiki.nsf/
IBM Digital Experience Demonstrations: http://www.youtube.com/user/IBMXWebX
IBM Collaboration Services Business Solutions Cataloghttps://greenhouse.lotus.com/catalog/
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