mendix world 2014
DESCRIPTION
Innovation as game changer for the insurance claims industry.TRANSCRIPT
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
5
“The whole claims process at one company.”
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
Core businesses
LOSS ADJUSTMENT DIRECT REPAIR MANAGEMENT
CLAIMS MANAGEMENT
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
• 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
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
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
17
18
23
External Stakeholders
Business model & requirements
9 weeks
Challenges MultiHerstel HUB
24
What’s next???
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
Co
nn
ecti
ve
tissu
e
Pace-Layered Application Strategy
* Source: Gartner (august 2012)
26
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
41
Google Glass concept
42
Google Glass concept
43
Google Glass concept
44
Google Glass concept
45
Google Glass concept
46
Google Glass concept
47
Google Glass concept
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
Jochem Davids
Business Innovation
Han Huisman
Solutions Architect