MetLife Auto & Home ($3 billion in premium), a subsidiary of MetLife ($481.6 billion in total assets), had been using an undisclosed vendor in 2005 when executives decided to reevaluate new technology in the marketplace. The carrier conducted an RFP process and evaluated solutions primarily on their ability to turn around claims information in real time, according to Bowen.
In spring 2006, MetLife Auto & Home purchased Xactware's (Orem, Utah) estimation software suite, which includes Xactimate and XactAnalysis and offers a full line of software and services, such as graphical estimating, line item entry, summary matrix, grouping and dimensioning, third-party integration, one-click framing, flooring tools, an assignment network and analytical tools. [Shortly after MetLife Auto & Home's purchase, Xactware was acquired by ISO (Jersey City, N.J.) in August 2006.]
In April 2006, a 12-person team including both Xactware and MetLife Auto & Home personnel developed a plan to integrate the technology into the carrier's proprietary claims system and facilitate the rollout to field adjusters. While the software was installed on field representatives' laptops, the IT team mapped records from MetLife Auto & Home to the Xactware solution. The carrier then conducted a three-day training program to familiarize field representatives with the application.
Xactware's software was rolled out in May to six MetLife Auto & Home offices specializing in homeowner claims handling as well as to all of the carrier's field staff, adjusters, catastrophe adjusters and large-loss adjusters. By integrating directly with the insurer's claims system, the Xactware solution spares field adjusters from having to rekey information, and information sharing between the claims office and the field representative now is achieved in real time. "Xactimate and XactAnalysis enable us to provide a higher quality service to our customers and enhanced real-time claim management with exceptional integrated data analysis tools," says Bowen.