An increase in upstart competitors are disrupting the insurance industry and they are implementing future-proof business systems that can adapt rapidly to changing industry dynamics. To keep up with the competition, you need to better understand the changing market and reimagine your legacy systems and processes. Learn how to innovate your claims process. Topics discussed include how: - Next-generation insurers are reinventing traditional insurance products and services to improve customer satisfaction and gain a competitive advantage - Modern technologies (like AI and process automation) reduce business costs without sacrificing customer experience - Traditional insurers can quickly develop new and improved solutions while transitioning from legacy systems

1. Reimagine Your Claims Process
with Future-Proof Technologies
Sean Baird
Director of Product Marketing
September 2020

2. Challenges
Facing Claims
Processes
1 Too many touch points
4 Changing claims workforce
2 Exponentially increasing data
5 New competition disrupting the market
3 Increasing customer expectations
6 Emerging technologies
7 Creating a modernization strategy
How does ECM help drive
successful outcomes for the
Insurance industry?

3. It’s clearly time for a new
approach.

4. Priorities for modern
insurers
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

5. Priorities for modern
insurers
5
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

6. Intelligent
content starts
with data
Information =
Readily accessible Contextual
Available anywhere Governed & securedata + content

7. What types of business problems
can ECM solve?
7
InsightExtract Automate

8. Priorities for modern
insurers
8
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

9. Yesterday’s Content Challenge

10. Modern Content Brings New Challenges

11. Silos aren’t
Going Away
§ Information silos are a reality of the
modern workplace
§ Content-centric apps are multiplying
and many offer rich user experiences
§ People will continue to use apps and
services that make them more
productive
§ The ECM approach was to put
everything in one repository
§ Clearly, this is not a viable approach
for modern content management

12. Priorities for modern
insurers
1
2
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

13. The Last 20 years
vs. the Next 5
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
2000 2005 2010 2015 2020
NumberofDocumentsMillions
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
2021 2022 2023 2024 2025
Actual customer example:
2B customer communications annually
3B SMS & email messages annually

14. Cloud should be
about choice
§ No longer on-premises vs. cloud
§ No “one size fits all”
§ Self-managed vs. vendor-managed
§ Hybrid configurations due to regulations
§ Need to support customer preferences
§ And operate at Cloud scale…

15. Priorities for modern
insurers
1
5
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

16. Current compliance
mandates
§ General Data Protection Regulation
(GDPR)
§ California Consumer Privacy Act of
2018
§ Insurance Conduct of Business (UK)
§ ADA, UK Equality Act, EU Codes
“GDPR went into effect in May 2018
and requires consent from
consumers before their data may be
used. Among numerous protections,
consumers will need to be informed if
their data is moved outside the
European Union, have the right to
be “forgotten,” and will be given a
chance to contest the use of
automated algorithms.
Violations come with serious fines—
up to 4 percent of a company’s
worldwide net sales.
- Deloitte, 2019 Insurance Outlook

17. Legacy solutions
Difficult to integrate
Expensive to operate &
maintain
Not designed for
mobile form factors
Old products with
outdated architectures
Not cloud friendly
Cannot address
modern compliance
mandates

18. The old way of
managing content
isn’t working

19. Modern Content
Requirements
SUPPORT
digital form factors
DELIVER
insight & intelligence
EMBRACE
new content types
ENSURE
governance & security
ACCELERATE
cloud adoption
MAKE IT EASY
to build new apps
BRIDGE
information silos
OPERATE
at extreme scale

20. Legacy ECM
Challenges
Legacy ECM
Single repository
solutions
Suites
not a platform
Pre-cloud
architectures
Difficult
to develop on
Expensive
to own & operate

21. Content Services
is different
Content Services
Multi-repository
approach
Singular
platforms
Cloud
native
Low-code
tooling
Cloud consumption
pricing

22. Legacy ECM Content Services
Multi-repository
approach
Singular
platforms
Cloud
native
Low-code
tooling
Cloud consumption
pricing
Single repository
solutions
Suites
not a platform
Pre-cloud
architectures
Difficult
to develop on
Expensive
to own & operate

23. The rise of modern, cloud-native
Content Services Platforms
offer a new approach.

24. Opportunities for Modern
Insurers
2
4
Customer
Experience
Cloud Adoption ComplianceEfficiency &
Automation

25. The Promise of
Artificial
Intelligence
1 Recognize content types
4 Predictively deliver information
7 Identify outlying data points
2 Extract data from content
5 Analyze usage and importance
3 Enrich content metadata
6
Recognize patterns and
connections
Understand content and
data as well as a
knowledgeable human,
but at scale.

26. Public Cloud
Artificial Intelligence Services
0001000111010111
1000111010111010
1110101100110011
1010110011100011
1100110010111001
§ Pretrained machine learning models
§ Provide commodity services:
⁃ OCR/ICR
⁃ Sentiment analysis
⁃ Translation
⁃ Transcription (speech-to-text)
⁃ Facial/celebrity recognition
⁃ Etc.
§ Stackable or stand-alone
§ Look for standardized approach to
connect
§ But beware the law of large numbers

27. Land Vehicle Vehicle Car Motor Vehicle
Transport Parking Mode of Transport Van
Automotive Tire Bumper MinivanTire
Sport Utility Vehicle Family Car
Vehicle Registration Plate
Chevrolet Tahoe
Asphalt Gas Minibus
Generic AI = Generic Data
Note: Depicts actual data generated from Ford image by Google Cloud Vision API service
Demos ability of AI/ML to
apply data to assets
Generally useful in
increasing findability and
reuse
Relevancy and accuracy of
the model is inherently
limited
1
2
3
Model returns a set of labels
lacking business-critical
data elements
4

28. Custom ML models =
business-specific data
Brand: Chevrolet
Model: Tahoe
License St.: Illinois
License No.: K24 1771
Custom models produce much
more relevant data values
1
True entity extraction
enables workflow
automation
2
Business value inherently
increases with specificity of
the data generated
3
Veh. Color: Gold Mist Metallic
Brand: Dodge
Model: Ram Van
License St.: Illinois
License No.: XXX 8242
Veh. Color: Bright White
Operator: John Smith

29. Intelligent automation for
routine tasks
29
What form
is it?
Is it complete?
Has it been
signed?
Form
Processing
Yes
No
1 Classification
2 Exception handling
3 Entity extraction
4 Intelligent routing

30. Bring new insight to
your business
1 Image processing
2 Fraud detection
3 Damage comparison
4 Intelligent routing
Duplicate
photo?
Damage
Estimate
Yes
No

31. The Simple
Promise of AI
Understand content and
data as well as a
knowledgeable human,
but at scale.
Predictively deliver
information
Identify outlying data
points
Analyze usage &
importance
Recognize patterns &
connections

32. How do I get there from here?

33. A Rational Approach
to Modernization
CONNECT CONSOLIDATE
• Integrate multiple repositories
• Extend value of existing
systems
• Rapid Return on Investment
• Quickly establish consistent
foundation for modernization
Connect to existing data and
content sources
Key Benefits
• Reduce reliance on legacy
systems
• Decrease Total Cost of
Ownership
• Support cloud initiatives
• Single, future-proof platform
Connect to existing data and
content sources
Key Benefits
Time

34. Content As-a-Service at a
Top-10 Insurer
Challenges Solution Benefits
§ Legacy systems:
expensive and
difficult to
maintain
§ 2 billion objects
§ 30,000 users
across seven
different lines of
business
§ Data extraction
through APIs
§ Architectural
design for
vendor
abstraction via
an API service
layer
§ Significant TCO
reduction
§ Able to manage
rich media as
well as
documents
§ Information
management
team gained
strategic value
inside the
organization

35. Unlocking real business value
35
Bridge Existing
Content Silos
Unbind Customer
Communications
Automate Retention
& Archiving
Significantly Reduce
Costs & Risk

36. Questions?

37. Read the complimentary Gartner Magic
Quadrant to help you evaluate vendors’
ability to deliver Content Services
Platforms (CSPs) that enable and
empower digital business.
https://www.nuxeo.com/resources/gartner-magic-
quadrant-content-services-platforms/