K End users were granted access to the vendor’s solution to take
it for a test drive from a functional and usability standpoint
K Reference checks were conducted.
ITA Pro: What made you believe the Innovation
Group was the right business partner for Home-
HANSON: The software provider we chose had a strong technology
platform with full end-to-end claims capabilities for homeowners.
The configuration tool provided with the solution would allow us to
easily make changes in support of our fast-growing environment to
support innovation, claims handling, support for new products, and
general market growth. Lastly, but most importantly, there was a
good cultural fit between our organizations.
ITA Pro: How long did the process take to find
the right solution and how long did it take from
signing contracts to implementation?
HANSON: The evaluation from RFI to contracts being finalized
took eight months. From signing to implementation, it took two
years which was longer than anticipated as the project experienced a couple of delays. The implementation stalled after six
months as Homesite was being acquired by American Family
and then was further delayed the following year as a decision was
made not to go into production during the catastrophe season—
May through November.
ITA Pro: How was the implementation process
HANSON: This was a two-stage rollout. The first stage of the
project—FNOL Web—was to enable our business partners’ systems to connect to Homesite’s claims web service, invoking all
of the business logic and sending it seamlessly to Homesite. This
phase started in January of 2015 and was in production within
five months. This included the entire development lifecycle from
requirements through production and operational readiness.
The second stage was to enable their customer’s to do the
same through Homesite’s existing website. This stage went live
two months later in August of 2015.
Tom Wolczik, claims business operations and technology
manager, and Mark Raymond, IT program manager, led the way.
There were 23 Homesite employees involved ( 18 from IT and
five from the business side). In addition, there were eight external
Innovation Group IT resources and Safelite also partnered with
Homesite in the effort.
There were 30 employees involved including business leads,
business analysts, IT project manager, IT analysts, IT developers, IT manual and automated QA ( 18 internal and 8 external).
These cross-organization teams worked in an iterative waterfall
environment to achieve the results in a short period of time.
ITA Pro: Has the Innovation Group solution per-
formed as expected? Were any of your business
processes changed to achieve greater benefits
from the solution?
HANSON: After just two months, 25 percent of claim reporting is now done by non-Homesite employees, which allows for
staff reduction or repurposing of personnel to other critical
areas. In addition, this has streamlined the receipt of claims,
which previously would have had to been re-entered by Homesite staff and manually dispatched to adjusters. The process optimization enabled by this implementation has helped lead to a
quicker claim resolution, making for a more satisfied customer
and lower costs for Homesite.
ITA Pro: How has this particular technology
solution improved Homesite’s performance?
HANSON: It has eliminated manual re-keying associated with
33 percent of incoming FNOL volume More than 9,000 customers have experienced this service improvement since June.
Claims are automatically assigned to specialized adjusters based
on severity and location.
Other, non-quantifiable results were achieved:
K Increased customer satisfaction
K Increased business partner satisfaction
K Increased employee satisfaction
K Increased scalability during times of high claim/call volume
ITA Pro: How is this solution addressing Home-
site’s performance over the next five years?
HANSON: The solution will help support the company’s per-
formance in the following ways:
K Productivity gains through automation and reduction of
manual processes will allow the business to grow, and minimize the amount of additional staff needed to support the
K Flexibility in the solution we implemented and the ease in
which change can be made will allow for expansion into
commercial lines and help support our market growth and
K With a persona-based web application, portals can be
personalized and pushed out to our consumers and business
partners to form a collaborative, high-touch environment
improving customer and business partner satisfaction,
which will support high retention and keep our brand
K All of this will support reduced cycle times on claim closure,
which will mean lowering the overall loss and expense costs
to the company allowing for increased profitability. This can
be used to further invest in the growth of the company and
our employees, as well as some price relief for our customers. ITA