Reports Made Easier
Homesite Insurance improved scale for its homeowners’ coverage. Grace Han-
son, Homesite’s chief claims officer, answered questions about the benefits.
ITA Pro: What challenges
did Homesite need to ad-
dress through a technolo-
HAnson: This project involved
enabling Homesite business
partners and customers to report
claims through existing applications, which were upgraded to
have the ability to call the same
web services and run the same
business logic as if the claims were
entered directly into the in-house
claims system. This is completely
seamless to the end user and there are no extra steps Homesite
staff has to take once the claim is reported.
The biggest challenge was to reduce the required input to
the service down to the essentials and determine acceptable
default values for everything else. This took hard work from
the business and IT staffs to reach appropriate compromises.
Technically, it was a balance between reuse of existing services
ITA Pro: How long had this issue affected Home-
HAnson: The main business driver, especially
since Homesite is a national carrier, was to be able
to leverage business partners and customers more
collaboratively in order to scale during catastrophic events. Homesite needed to be as proactive in
preparing for catastrophic events and as reactive
as possible to customer needs in even the most
challenging of circumstances.
A by-product of this initiative is that Homesite
operates more efficiently when business partners
and customers are reporting claims directly, which
reduces redundant or duplicative processes. The
desired outcome for Homesite was to enable
seamless customer self-service for claims reporting
(without a manual back end), flexibility around
high-volume reporting events, such as major
catastrophes, and reduced expense.
Homesite employees were previously required
to re-key all new losses, which were submitted by
business partners and/or customers. The goals of this project
were to improve claims’ customer experience, increase operational efficiency, and enhance CAT resource capabilities. The
desired outcomes of the FNOL/CMS integration project were
to provide our policyholders with their claim number, adjuster
name, and adjuster phone number at the end of the new claim
submission process, while also being able to scale up our FNOL
service capabilities in support of a one-in-100-year CAT event.
ITA Pro: How did Homesite handle the search for
a new software solution?
HAnson: Homesite enlisted Novarica, an industry analyst
and advisory firm, to lead the vendor evaluation and selection
process on our behalf. At a high level, the following processes
were undertaken before final selection:
K RFP was issued, scoring was conducted, and a short-list of
K Demonstration scripts were developed and provided to the
short-listed vendors to come in and demonstrate how their
solution could support Homesite’s requirements.
K Technical requirements were provided and a deep dive was
conducted into each vendor’s capabilities for alignment and