Paperless best practices for insurance agencies mosaic corporation 2013

Paperless Document Management

Best Practices for the

Independent Agency

April 10, 2013

Present by: Ken Kingery, Mosaic Corporation – Atlanta, GA

Agenda

• Introductions and Your Goals for this Class

• The business case for going paperless

• Your survey scores and what they mean

• Methods for going paperless

• Best practices for paperless processes*

• Barriers to successful adoption

• Advanced topics on paperless practices

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* The best reference is “The Paperless Agency” by Robert E. Dunn III

An Example of What We Want To Avoid! This is the desk of a Chubb underwriter in Atlanta

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Methods For Going Paperless

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Methods for Going Paperless

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Methods for Going Paperless

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Impact of Document Management

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Impact of Document Management

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ROI of Document Management

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What does “paperless” mean?

• Current documents available to view

• No dual systems (paper AND electronic)

• Consistent workflow

• No “holdouts” who do things another way

• All documents available from a single place

• Changes in communication

• Dual monitors

• Document retention plan

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What Should Be Scanned?

• Appraisals • Cancellations • Carrier bulletins • Carrier manual updates • Class schedules • Checks • Claim notices • Claim payments • Completed/signed applications • Deposits • Employment forms • Endorsements • Invoices

• Junk mail • Late payment notices • Licensing information • Photos • Policies • Premium audits • Premium finance notices • Producers' working files • Rating worksheets • Signed cancellation requests • Signed proposals • Statements from carriers • Other?

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Taking “Paperless” To Extremes

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http://www.flixxy.com/the-paperless-future-emma.htm#.UU82dBfkspk

Back-end Scanning

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Occurrence Scanning

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Front-end Scanning

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Front-End Scanning - Reporting

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Why Use Dual Monitors?*

• Binder/Certificate--open the customer file on one monitor and the cert

request on the other.

• Policy change Data entry from management system to the company's

website-open the customer file on one screen and the company website on

the other.

• New business--Data entry from management system to the company's

website--open the customer file on one screen and the company website on

the other.

• Quoting--comparative rater on one screen, customer file, email, or whatever

you get the quote info from on another.

• Vin verification--one screen is the vin verification website, the other is the

company policy view or change.

• MAIN REASON: 20% to 30% increase in productivity when you key from

image

*Research from Angela Adams Consulting

AAdams@AngelaAdamsConsulting.com

770-853-1200

What Kind of Scanner?

Traditional Copier? Sheet-fed Scanner?

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Distributed or Centralized?

Lots of small scanners? One big scanner?

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Choosing a Scanner

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Easy Way to Simplify Scanning

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List of users and

the number

associated with

each user goes

here

Choose the correct

user number here.

Press the “scan” button

and you are done. Docs

go to user’s folder for

attaching to activity.

Shred or Not?

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Choosing a Shredder

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When to Shred

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Shredding Services

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Onsite Destruction

Certificate of Destruction Locked

containers

Document Retention

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Electronic Documents

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Issues With Adobe PDF Files

• PDF/A, PDF/X, PDF/E, PDF/UA, PDF/VT, etc.

• Did you receive a locked PDF?

• Searchable or image PDF?

• Signed or unsigned?

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Why Choose PDF/A For Archive?

• ISO 9005 – 2 – international standard

• JavaScript and executable file launches are forbidden

• Use of standards-based metadata is mandated

• External content references are forbidden

• Adobe modification features are turned off

• More “legal” if you cannot modify it

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Issues With TIFF Files

• Dozens of “standards”

• Format owned by Adobe

• Confusing to receive one

• Still a major standard for long term archival

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Best Practices for TIFFs & PDFs

• OK to file both or either

• Select a “standard”

– PDF/A for archival

– TIFF CCITT Group IV

• Adopt a “normalization” internal process to the chosen standard

– Auto-import from folder

– Drag and drop

– Print drivers (Adobe or Neevia Docuprint)

– Eliminates problem with “locked” files

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Document Normalization

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Best Practices with Word

• Print to PDF or TIFF adopted standard if:

– No changes anticipated or desired

– Permanent archive

• Save as Word if:

– Anticipate “re-use” in future

– DMS protects from changes

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Best Practices with Outlook Emails

• Save the email and attachment

– i.e. email = correspondence

– attachment = “signed app”

• Save attachments separately

– (in addition to both together)

• Forward multiple emails then attach that as one “conversation”

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File Security – Best Practices

• Access Control

– What is PHI?

– What is HIPAA?

• Audit Trail

• Tamper Protection

• Transfer Encryption

• Data “at rest” Encryption

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Barriers to Implementation

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Implementation – Best Practices

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Lead

• Make a firm decision

• Tell everyone

Involve

• Implementation team

• Start Small – “Bell Cow” Theory

Plan

• What will be done?

• Timeline

Execute

• Do things “on time”

• Right things right

Measure

• What changed?

• Stack rank

What about leadership?

Advanced Topics

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• Rules-based Workflow

• Digital Signature Technology

• Electronic submissions to carriers

• Sending Large “secure” Emails via FTP

• Advanced OCR for automated data collection

Rules-based Workflow

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Sample accounts payable workflow

Digital Signature Technology

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Electronic Submissions to Carriers

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• Setup list of required docs by carrier and policy type

• Create “stack order” desired by carrier

• Setup submission schedule with deadlines, alerts and approvals

• Let the “smart folder” drive the submission process

SMART FOLDER

Sending LARGE Emails

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Sending LARGE Emails

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Sending LARGE Emails

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Sending LARGE Emails

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Intelligent Capture

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Digital Mail Room Is the Future

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