Farmers Insurance Receives Awards for Claims Operations

Pegasystems, a provider of business process management (BPM) software and provider of customer relationship management (CRM) solutions, has awarded Farmers Insurance two awards for its approach to transform its claims operations.

“Farmers Insurance’s success is a testament to how innovative and agile an organization can become once it embraces Pega’s Build for Change approach to business transformation,” noted Grant Johnson, chief marketing officer at Pegasystems.

Farmers won the Gold Award for North America as part of the annual Global Awards for Excellence in Business Process Management (BPM) and Workflow. It also won first place for enterprise systems in the INNovators Awards, a designation intended to advance the spread of business technology acumen in the insurance industry.

Both awards stem from its widespread use of technology that resulted in business benefits, including:

• Reductions in overall claims handling and queue times;
• Increases in customer service representative (CSR) quality assurance scores;
• Improved capability to respond to catastrophes;
• Shorter training times required for CSRs;
• Ability to quickly and easily provide standard First Notice of Loss (FNOL) capabilities to acquired companies, giving customers seamless service;
• One standard, intuitive user interface across the enterprise regardless of the underlying system or technology platform.

With SmartBPM technology, Farmers revamped its CRM initiatives and FNOL application, known as HERO, which presents context-aware information to guide customers in filing auto claims. HERO, implemented early last year, triggers the right questions, gathers the right answers and integrates into the claim system itself so that all information becomes part of the case file. The success of the initial project spawned other units of the Farmers family of companies to quickly implement similar programs.

In their 17th year, the annual Global Excellence Awards in BPM and Workflow awards recognize organizations, such as Farmers, which have implemented innovative solutions that meet strategic business objectives. They are sponsored jointly by BPM.com and Workflow Management Coalition (WfMC).

In their fourth year, the INNovators Awards are given to insurance organizations that have led or contributed to a business application or project that uses innovation to successfully drive business impact, technical impact or the innovation itself. Insurance Networking News, a top-tier insurance trade magazine, sponsors the awards.