Mendix world 2014
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1) CED, an insurance claims management company, implemented the Mendix platform to drive innovations that would allow them to adapt to market trends demanding increased automation, consumer convenience, and cost savings. 2) Their first implementation on Mendix was a "MultiHerstel HUB" application that automated the management of direct repairs, allowing a new business model. 3) Further innovations on Mendix included mobile loss adjustment apps, a customer portal, and advanced applications for claims entry and damage calculation, integrating these new capabilities with their legacy systems.
Mendix world 2014
- 1. Rotterdam, April 4, 2014 “Innovation as Game Changer for the Insurance Claims Industry” Mendix World 2014
- 2. Jochem Davids Business Innovation Han Huisman Solutions Architect
- 3. 3 • Introduction of CED • Market trends • Strategic challenge BUSINESS BACKGROUND • Other innovations triggered by the implementation of Mendix WAVE OF INNOVATIONS • Background • First test case • Challenges and solutions MENDIX IMPLEMENTATION • Please feel free to ask any further details on our presentation QUESTIONS Agenda 1 2 43
- 5. 5 “The whole claims process at one company.”
- 6. 6 • Founded in 1971 • Number of employees 1.150 • Offices in 14 European countries • Partners in 28 countries worldwide • Handles approx. 1 million claims per year • With a total claim cost of more than 2bn euro • Revenue FY2013: 105 million euro Key figures
- 7. 7 Core businesses LOSS ADJUSTMENT DIRECT REPAIR MANAGEMENT CLAIMS MANAGEMENT
- 8. 8 • Due to safer infrastructures and safer cars. • Consumers demand high service standards and web/mobile channels. • Due to Solvency II and the will to improve Combined Ratios. • Other forms of damage assessment e.g. based on statistics and big data. Substitutes Cost savings Less damages Role of the consumer “Market trends demand a shift in strategic focus”
- 9. 9 • The integration of Claims Management with Loss adjustment and Direct Repair • First Contact Resolution Full service provider • Decision making at FNOL • Up to 80% automation (simple claims) • Manage the exceptions (complex claims) Automated Claims Handling (STP) “Market trends demand a shift in strategic focus”
- 10. 10 Changing something we (successfully) did for the past 40 years Cannibalizing part of our core business by developing another Fighting a market image, based on our strong history Dealing with unilateral employee competencies Batteling our IT legacy “Disrupt yourself before someone else will”
- 11. 11
- 12. MultiHerstel Management of Direct Repair Check on repair offers and invoices Audits on repair works First Mendix case Launch of entirely new business model First case for Mendix platform Extreme fast results Basis for future projects “An entirely new business model”
- 14. 14 “Direct repair at your convenience, even on evenings or weekends”
- 17. 17
- 18. 18
- 23. 23 External Stakeholders Business model & requirements 9 weeks Challenges MultiHerstel HUB
- 25. 25 Systems of Innovation Systems of Differentiation Systems of record I know what I want, this doesn’t have to be unique. I know what I want, this makes me different from my competitors I don’t know what I want precisely, I have to experiment Connective tissue Pace-Layered Application Strategy * Source: Gartner (august 2012)
- 26. 26 CED concept Mendix Integration Layer AS400 App 1 App 2 App 3 App … Decision service
- 27. “Separate the know from the flow” - Burlton, 1999 Decision management
- 28. 28 CED concept Mendix Integration Layer AS400 Mobile loss adjustment Customer portal Advanced damage calculation Routing rules, Invoice validation, Damage calculation, … Advanced claim entry
- 29. Compliant with IBM iseries Additional business logic (routing claim) Using MDM layer Additional business logic (adv calculation) Additional business logic (entry validations) Advanced claim entry
- 30. 30 CED concept Mendix Integration Layer AS400 Advanced claim entry Customer portal Advanced damage calculation Routing rules, Invoice validation, Damage calculation, … Mobile loss adjustment
- 32. 32 CED concept Mendix Integration Layer AS400 Advanced claim entry Mobile loss adjustment Customer portal Routing rules, Invoice validation, Damage calculation, … Advanced damage calculation
- 33. Furniture Consumer goods Building Advanced damage calculation
- 34. 34 Performance Incremental approach Definition of Apps Challenges application landscape
- 38. 38
- 48. 48 Automated Claims Handling (STP) • Up to 80% automated Simple claims • Complex claims are managed by our Claims Managers • Always providing a resolution Complex claims
- 49. Jochem Davids Business Innovation Jochem.Davids@ced-claimexperts.nl Han Huisman Solutions Architect Han.Huisman@pinkelephant.nl