mendix world 2014

Rotterdam, April 4, 2014

“Innovation as

Game Changer for the

Insurance Claims Industry”

Mendix World 2014

Jochem Davids Business Innovation

Han Huisman Solutions Architect

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

4 3

Business background

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“The whole claims process at one company.”

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• 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

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Core businesses

LOSS ADJUSTMENT DIRECT REPAIR MANAGEMENT

CLAIMS MANAGEMENT

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• 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”

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• 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”

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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”

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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

“Direct repair at your convenience, even on evenings or weekends”

Mendix implementation

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18

23

External Stakeholders

Business model & requirements

9 weeks

Challenges MultiHerstel HUB

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What’s next???

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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

Co

nn

ecti

ve

tissu

e

Pace-Layered Application Strategy

* Source: Gartner (august 2012)

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CED concept

Mendix Integration Layer

AS400

App 1 App 2 App 3 App …

Decision service

“Separate the know from the flow”

- Burlton, 1999

Decision management

28

CED concept

Mendix Integration Layer

AS400

Mobile loss

adjustment

Customer portal

Advanced damage

calculation

Routing rules, Invoice validation, Damage calculation, …

Advanced claim entry

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

CED concept

Mendix Integration Layer

AS400

Advanced claim entry

Customer portal

Advanced damage

calculation

Routing rules, Invoice validation, Damage calculation, …

Mobile loss

adjustment

Mobile loss adjustment

32

CED concept

Mendix Integration Layer

AS400

Advanced claim entry

Mobile loss

adjustment

Customer portal

Routing rules, Invoice validation, Damage calculation, …

Advanced damage

calculation

Furniture Consumer goods

Building

Advanced damage calculation

34

Performance Incremental approach

Definition of Apps

Challenges application landscape

Wave of innovations

36

Riding the Wave

37

Drone expertise

38

39

Google Glass concept

40

Google Glass concept

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Google Glass concept

42

Google Glass concept

43

Google Glass concept

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Google Glass concept

45

Google Glass concept

46

Google Glass concept

47

Google Glass concept

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Automated Claims Handling (STP)

• Up to 80% automated Simple claims

• Complex claims are managed by our Claims Managers

• Always providing a resolution

Complex claims

Jochem Davids

Business Innovation

Jochem.Davids@ced-claimexperts.nl

Han Huisman

Solutions Architect

Han.Huisman@pinkelephant.nl