Abstract
Generali Hellas, one of the world's largest insurance and financial services companies (47 on the Global 500), has implemented case management for its core business processes, including insurance applications and claims. The system handles on-boarding of new policies, covering the full life-cycle from submission of electronic and paper forms, through underwriting, collection of supporting documentation, policy approval, and management reporting. Agents are the primary sales force for Generali Hellas, and an optimal agent relationship is mission critical to giving the company a competitive advantage and continued growth. The case management system achieves greater efficiency and rapid outcomes, with features such as Web, mobile, and email self service options, streamlined collaboration between the agents and Generali Hellas staff, and automated notifications triggered by process exceptions. As a result, the system has significantly raised service levels. Policies are now created in two days rather than 10 and achieved the goal of promoting customer satisfaction and agent loyalty.