Best of Breed is the Best Approach for Insurance Document Management

Copying document manually

How many of you have purchased a new policy administration or claims management system from a vendor that said, “Oh, you don’t need an ECM system, we have built-in document management…”?

Now I’m not going to say that they’re lying, but there’s a HUGE difference between just manually attaching an electronic image to a policy detail screen or an activity record and truly managing the content across your enterprise.

So, here’s a quick top 10 of questions to ask your vendor when they say you don’t need an ECM system:

  1. Can I scan my inbound mail directly into your system?
  2. Will I have the ability to automatically connect new documents to a policy or claim?
  3. How do I know if I am missing any documentation for a transaction?
  4. Can I implement my records management strategy into your system?
  5. Where do I store all of my accounts payable or human resources documents?
  6. If I want to see claims documents from my policy screen, do I have to make copies?
  7. When exceptions occur what do I do – is that now a manual process?
  8. How do I provide access to documentation if legal doesn’t have rights to the claims system?
  9. Is there a way to search for images if I’m not on a specific record?
  10. Can you automatically notify our agents when they don’t send all the required documents?

Trust me – they shouldn’t be able to answer many of these questions very well, because that’s not what their system is designed to do.

This week I was actually down at the inaugural Duck Creek Insurance Forum in Charleston, SC and finally talked with another ISV that gets it – you can’t solve your customer’s problem when your technology’s not designed to solve their problem.

They understand that their core competency is to deliver a state-of-the-art policy administration system – not document management. Yes, Duck Creek has a document management component, but they know in order to provide a best of breed approach for their customers – they need to partner with other ISVs.

Hopefully this trend will continue with other policy administration and claims management vendors, but remember to keep the questions above in mind…

Eric Willis

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