Streamlining Insurance Operations: From Days to Hours

Achieving True Operational Excellence in Modern Insurance

In a rapidly changing insurance landscape, operational excellence is no longer a competitive advantage. It is a necessity. Insurers today face rising customer expectations, increasing claims volumes, and tightening regulatory demands. To stay relevant, they must transform how they work, automate the right processes, and deliver better experiences faster.

This whitepaper explores how Newgen and Coforge help insurers simplify complex processes, reduce turnaround times, and drive measurable outcomes by integrating Core Policy Systems, ECM, and Customer Communication Management (CCM). The focus is to optimize five key stages of the insurance value chain — underwriting, claims, policy lifecycle, distribution, and orchestration.

Redefining Operational Excellence

Operational excellence in insurance goes beyond process efficiency. It is about aligning technology, people, and processes to deliver superior customer and business outcomes.

When done right, it:

• Boosts Gross Written Premium (GWP) through faster policy issuance.
• Improves accuracy and compliance with real-time insights.
• Reduces cost and manual dependencies.
• Enhances employee productivity and customer experience.

Achieving operational excellence means replacing isolated, manual, and document-heavy workflows with a connected, AI-powered ecosystem.

Five Areas to Target for Maximum Impact

1. Policy Lifecycle Management

The policy lifecycle includes multiple touchpoints that often require manual intervention. These can be streamlined by:

• Automating the creation, maintenance, and archival of policies and clauses.
• Standardizing templates for quick and accurate policy generation.
• Using AI-driven contract generation for compliance and customization.

2. Underwriting

Underwriting is the backbone of insurance operations. Automating it accelerates approvals and improves risk accuracy.

• Leverage AI for appetite checks, risk analysis, rating, and policy issuance.
• Use a centralized workbench for document storage, review, and compliance.
• Integrate with enterprise content management systems for collaboration and decision support.

3. Claims Management

Speed and accuracy define the quality of claims operations. Insurers can improve efficiency by:

• Automating the entire journey from First Notice of Loss (FNOL) to settlement.
• Using self-service portals for customers to file and track claims.
• Deploying AI and ML for fraud detection, predictive modeling, and real-time decision-making.

4. Orchestration

Orchestration connects the dots across systems, data, and departments.

• Digitize complex business information to generate insights.
• Use low-code tools to automate customer and employee journeys.
• Enable intelligent, AI-assisted decision-making and deliver personalized communication across all channels.

5. Distribution Management

Modern distribution requires agility and transparency.

• Automate the distributor lifecycle from onboarding to payment management.
• Implement self-service tools for producers to view incentives, commissions, and payment histories.
• Enhance collaboration with partners through real-time dashboards and communication tools.

The Role of ECM in Achieving Operational Excellence

Enterprise Content Management (ECM) sits at the heart of digital transformation. A combination of Core Policy Systems and modern ECM capabilities leads to tangible business impact.

Key ECM-driven benefits:

• Centralized access to all documents across underwriting, claims, and distribution.
• AI-assisted classification and smart document assessment for faster decisions.
• Real-time collaboration and mobile access for teams and brokers.
• Complete visibility into compliance and audit trails.

Underwriting Workbench

Even advanced Policy Administration Systems (PAS) still depend on human intervention. An Underwriting Workbench powered by ECM can:

• Route submissions intelligently with AI insights.
• Enable straight-through processing (STP) for faster approvals.
• Support mobile inspections and unified interfaces for case handling.

Claims Management Capability

End-to-end claims automation helps insurers respond faster and smarter.

• Enable real-time collaboration and data sharing.
• Provide analytics dashboards for claims assessment and process optimization.
• Ensure compliance and traceability through intelligent workflows.

Policy Binding and Servicing

ECM with a Clause Library and Dynamic Template Library empowers users to edit, approve, and bind policies efficiently. Rule-based policy authoring improves flexibility and ensures compliance with local regulations.

Distribution and Agency Management

Automated document management and CCM help insurers:

• Manage contracts, endorsements, and renewals digitally.
• Facilitate seamless communication between agents and underwriters.
• Use analytics for insights into agent performance and customer trends.

Duck Creek and Newgen Integration. A Unified Digital Framework

Integrating Duck Creek Technologies with Newgen’s ECM and CCM platforms helps insurers unify their operations and enhance speed, accuracy, and experience.

Benefits of the Integration:

• Automated Risk Assessment: AI algorithms analyze risk factors and policy terms efficiently.
• Data Integration and Analytics: Unified view of historical data, claims patterns, and customer profiles.
• Document Management and Communication: Secure document handling with version control and omnichannel messaging.
• Compliance and Reporting: Automated checks, audit trails, and regulatory reports for transparency.

Combined Impact:

• Faster Turnaround: Reduce processing time from days to hours with end-to-end automation.
• Enhanced Customer Experience: Deliver proactive communication and faster resolutions.
• Smarter Decisions: Integrate data across platforms for predictive analytics and insight-driven underwriting.
• Cost Efficiency: Minimize manual work, errors, and administrative costs.

How Coforge Adds Value

As a strategic implementation partner, Coforge enables seamless deployment of Duck Creek and Newgen solutions, ensuring maximum return on technology investments.

Their strengths include:

• Deep Domain Expertise: Decades of experience in insurance operations and modernization projects.
• Tailored Implementation: Custom-built solutions aligned with each insurer’s business model and strategic goals.
• Continuous Support: End-to-end maintenance, optimization, and upgrades for long-term performance.

Together, Newgen and Coforge help insurers deliver measurable outcomes by enabling connected, intelligent, and scalable operations.

From Complexity to Clarity. Why It Matters Now

Insurers cannot afford to let manual bottlenecks slow growth. Every delay in claims, underwriting, or policy servicing affects revenue, customer satisfaction, and brand trust.

By digitizing and automating end-to-end processes, insurers can transform:

• From fragmented to connected ecosystems
• From reactive to predictive decision-making
• From hours of manual work to minutes of intelligent automation

Operational excellence is not a destination but a continuous journey of innovation and improvement.

Start Transforming Your Insurance Operations

Bring together the best of Duck Creek’s policy automation and Newgen’s intelligent content and communication capabilities to modernize operations and deliver faster outcomes.