Irish Life Case Study
Customer Overview
Irish Life (ILP) is the premier insurance company in Ireland. It provides Life, Pension and Income Protection insurance products.
Case Study
Irish Life had used a legacy claim system that no longer met the needs of the business.
ILP’s goals for a new claim system for Life and Income Protection were to:
- Improve efficiency and effectiveness of claim determination, medical management, payments, and operational reports
- Reduce costs of the claim operation
- Improve effectiveness of decision making
- Improve worker productivity and prioritization
- Provide a scalable platform for business growth
- Leverage existing corporate systems whenever possible.
ClaimVantage and implementation partner Version 1 were selected to provide both claim systems in a single solution with multiple integration points.
After initial requirements and business process redesign followed by a six-month development and testing phase The ClaimVantage Solution is now used by Irish Life to manage the life cycle of a claim from intake through adjudication and payments. In September 2010 the company went live with Income Protection using the ClaimVantage Solution to provide a customer centric view of claims and to improve customer service
The ClaimVantage Solution is integrated with Global 360, an enterprise workflow and image processing system. Both systems are integrated through Web services and are tightly coupled to provide a seamless integration for the user to process and manage the claim and payment process.
Additional integration points include two legacy payment systems Oracle Financials and CORE, Active Directory, ILP’s policy administration system and a correspondence management system all through an Enterprise Service Bus. The fully integrated ClaimVantage Solution also provides future integration capabilities with a full-featured Web Service API.
The ClaimVantage Solution provides Irish Life with full management of the life cycle of the claim process. This includes intake, claim validation and payment processes. Authorization workflow processes are managed through integration with Global 360 and Active Directory. With both lines of business in production Irish Life now provides an enhanced customer service with a more pro-active claim process and improved productivity and claim outcomes.
