Operational Transformation Helps CNA Create a Differentiated Claims Experience

In my nine years at CNA,this is the best-run and most effective program with which I have been involved. Tim Shea, Vice President, Worldwide Claim Strategy

The Situation

CNA, a leading US commercial, property and casualty insurer made a strategic commitment to bring its commercial and specialty insurance customers the world’s best claims experience. To achieve the goal, the company developed a multi-year claims transformation roadmap encompassing multiple distinct initiatives. Critical to this effort was streamlining and standardizing CNA’s claims processes across the enterprise to support the delivery of a consistent, positive customer experience.

CNA had been leveraging Guidewire ClaimCenter to flexibly support its claims operations since 2003 and recognized that an upgrade to Guidewire’s current version of the application would provide numerous new key capabilities that were central to the ongoing evolution of the claims process. This major enhancement of CNA’s ClaimCenter platform would enable CNA to more tightly integrate claims with key company processes, capture and analyze claims data more effectively, and document claims with greater speed and flexibility. The upgrade would also provide a consistent and scalable way to standardize claims processing across both commercial and specialty insurance divisions. It therefore provided the opportunity to configure Guidewire ClaimCenter® specifically to support newly redesigned business processes.

The Solution

Capgemini’s Guidewire® implementation and collaborative relationship with CNA contributed to its selection as CNA’s claims transformation vendor. Capgemini worked with CNA on multiple areas of the transformation roadmap, including:

• Design of streamlined claims processes
• Implementation of a Guidewire ClaimCenter® platform upgrade across multiple business units and locations
• Creation of a single repository for structured and unstructured claims data and a reporting and analytics tool kit that would further strengthen CNA’s ability to capture, manage and use its most critical operational data for improved control, operational reporting and decision-making
• Numerous smaller projects within the roadmap such as building a predictive model for recovery management and a document management platform to generate letters.

As any major technology and process improvement effort has wide-ranging organizational impacts, Capgemini also helped CNA with the communication management needed to align CNA’s strategy and organizational structure to new claims, business and marketplace requirements.

The Result

Having set an aggressive goal, CNA found substantial value early in its claims transformation journey. It has streamlined current processes and improved data quality. Standard procedures, and automated processes and activities are supporting higher-quality claims handling and higher agent, customer and claimant satisfaction. (The significantly enhanced Guidewire ClaimCenter® solution unites CNA’s commercial businesses on one platform, further bolstering efficiency, transparency and customer responsiveness). It provides a strong foundation that will enable the vision of a fully-integrated, common claim platform for all lines and functions.

To help support this investment, CNA and Capgemini have also focused on immediate opportunities to unlock value. One such initiative was the creation and implementation of a predictive analytics tool to help identify recovery opportunities. The savings from this effort are projected to be over $1 million per year across multiple lines of business.

Together, CNA and Capgemini are building the foundation from which CNA can differentiate its claims customer experience, reap ongoing operational efficiencies and have a flexible platform to rapidly adapt to future needs and market shifts.