The number of Americans working
overseas has increased steadily over
the last few decades, which, not
coincidentally, coincides with the
growth of Clements Worldwide, an
MGA/MGU that focuses its coverage on expatriates working abroad.
In 1947, when Clements formed,
customers mainly consisted of
diplomats working for the United
States government in foreign posts,
but the world has changed and today
U.S. citizens of all types are finding
employment in far-flung lands.
Early customers typically needed auto and property coverage, according to Ken Mitchel, director of IT for Clements,
but that has changed as the company added life, health, and
commercial lines. Today there is an even split in premiums for
the business between personal and commercial lines.
“We have grown to offer coverage for any expatriate living
or working outside their home country. Our goal is to be a one-
stop shop to provide broad coverage to the expatriate commu-
nity including auto, property, life, and health,” says Mitchel. “We
expanded into the commercial lines with fleet auto, internation-
al schools, and other offerings to serve multi-national corpora-
tions, NGOs, and relief and aid organizations.”
Since joining Clements eight years ago, Mitchel has seen
three major challenges for his IT department to deal with.
“The system we had was a traditional agency management
system and it was fine 15 to 20 years ago when we operated more
as a traditional agency, but over the last 10 to 15 years we have
grown significantly and our business model has expanded to
operate more as an MGA/MGU. As we expanded, we needed
technology to automate our processes,” he says. “We needed
carrier-like processing functionality. We didn’t have automated
rating, document issuance or point of sale policy fulfillment.”
As a global entity operating in 170 countries, Clements needs
to react to market conditions quickly. The challenge involves
regulatory compliance globally, which means they need a flexible
and configurable system to take advantage of those demands.
A third challenge for the company was the need to get closer to
their customers to offer policy fulfillment and issuance online.
“Flexibility was paramount and not many vendors could do
what we needed their product to do,” says Mitchel. “Most are
either P&C or L&H or either personal lines or commercial. We
needed all four quadrants.”
Clements engaged a consultant, George Grieve of Castle-
Bay Consulting. to help with a search for a new solution. This
enabled them to develop a short list to find a solution that was
flexible enough to cover all of Clements’ lines of business. It
wasn’t difficult to whittle the list of possible candidates.
“The top things for us were fit and trust,” he says. “A system
is important, but it is only going to be relevant for five years.
What you really need is a partner who is going to be with you
for 10 or 20 years. You have to make sure you have a partner
that will grow with you and invest in their product.”
Clements selected ISCS and its SurePower Innovation sys-
tem and Mitchel reports the insurer placed a great deal of trust
in the solution provider.
“They were transparent in all the discovery and the pre-con-
tract work,” he says. “They were up front about what they could
and couldn’t do. That was a key for us.”
Clements liked that ISCS invests heavily in R&D, which
leads Mitchel to believe the ISCS system will be relevant in five
to 10 years. In addition to SurePower Innovation, Clements also
is using a sales portal and client service portal from ISCS.
Clements started the implementation process in December
2012 and went live in September of this year.
A joint team between ISCS and Clements served as project
managers and worked well together, points out Mitchel. They
followed the agile methodology.
“ISCS had the tool sets and methodologies to walk us
through it,” he says.
One improvement in operations is Clements now has the
capability of performing straight-through processing.
“Our clients can get policies at the point of sale, so we’re
happy to see that,” says Mitchel. “Most of the manual processes
of validation have gone away and are now automated.”
In addition to the straight-through processing, Mitchel
points out the flexible platform allows Clements to adapt and
deal with an increasingly complex global business.
“We have a partner that passionately invests in their product
and their customers, giving the system a great chance to be
relevant for at least the next decade,” says Mitchel. “We look to
expand our global markets and continue on our path of growth.
We feel we have the partner in place to meet our goals.” ITA
It’s a Small World
Global regulatory requirements challenge carriers that insure expatriates.