Chubb Takes Step Toward Uniformity

In an attempt to enforce uniformity of agent and carrier workflows, Chubb Group of Insurance Companies now provides producers using an Applied Systems agency management system with real-time online policy inquiry for personal lines policies and loss reporting capabilities for most lines of business. Mark Galante, e-business manager for personal insurance, Chubb, reports that more than 45 percent of Chubb's premium flows through Applied Systems (University Park, Ill.) agency management systems.

Chubb's (Warren, N.J.) latest enhancement is part of an initiative that began earlier this year when the carrier rolled out policy and inquiry billing services through AMS' (Windsor, Conn.) TransactNOW data-exchange service.

"For too long it's been agent workflows versus carriers workflows and any workflow changes required a sacrifice from one or both parties," contends Galante. "Chubb has simplified the workflow and as a result we can provide better client service and we've reduced incoming call volumes."

The newly implemented services are enabled through IVANS' (Old Greenwich, Conn.) Transformation Station"a data exchange service that provides agents with access to documentation, billing details and claim reporting capabilities. "Chubb partnered with IVANS to understand the XML exchange that was needed," says Galante. "We also collected agent feedback to determine how agents spend their day and what functionality is important to them." Additionally, in order to ensure the security of transactions enabled through the system, Chubb partnered with an outside firm that evaluated the system's security and ensured the protection of client data.

Prior to rollout of this functionality transactions were performed "far more laboriously" reports Galante. "If agents wanted to view policies they'd need to go the file cabinet. Also, to report a loss claim they'd have to contact Chubb's claims center via phone or fax."