PowerPoint Presentation · Title: PowerPoint Presentation Author: Liberty Mutual Created Date: 10/5/2018 6:53:32 PM

Hilary TurnerJanuary 15, 2018

Confidential – Proprietary – May Contain Trade Secrets

I. Overview of Claims Integration

II. Current Agent Experience: Challenges Encountered

III. End Goal: Improve Agent Experience

IV. Solutions

V. Appendix

Confidential – Proprietary – May Contain Trade Secrets

1. Align processes

2. Provide greater opportunity for employee

mobility

1. Serve up an improved digital experience

2. Offer communications that complement

each other

Agent Experience +

Customer Experience

CVO

Employee Experience

Confidential – Proprietary – May Contain Trade Secrets

Receives

monthly report

to help gauge

growth and

profitability

Learns that

customer has

filed a new

claim

Customer UIClaims UIADP

Reports

10101

0101

Agent

Download10101

0101

Automated

Claims Emails

Notification

Center

Finds out

claim was

paid

Receives call

from customer

about

coverage

renewal

Receives

customer call

about claim

Bulk

downloads

policy/

claims info

Independent Agent Journey

Agent Tool Silos

Mgr., Distribution & Services Gen. Mgr., USCM TransformationManager, Systems & Ops

Confidential – Proprietary – May Contain Trade Secrets

o Ultimately increase ASAT from 73% to >85%.

o Become a Top 3 Independent Agent Carrier in terms of agent

satisfaction with claims (currently #8).

o Optimize our online tools so that a consistent message is transmitted

across platforms.

o Align the agent experience with the customer experience and

ensure the tools complement each other.

Best-in-Class

Agent Experience

Consistent

Communication

Partner

Engagement

o Engage with our partners in the lines of business and Regional

Claims Service Managers to ensure that changes to agent tools are

thoughtfully considered by the right stakeholders.

+

=

Confidential – Proprietary – May Contain Trade Secrets

Strengthen Existing

BusinessesShort Term:

Build the Foundation

Medium Term:

Reorganize Teams

Long Term:

Shift Culture

Weekly claims/agent

tools meeting

Scorecard to track

health of agent tools

Issue tracker to stay up

to date on defects and

resolutions

Reorganize reporting

structure for more

streamlined decision

making and resource

allocation

Treat the agent as our

customer

Rehome agent tools

under the umbrella of

the Digital group

Confidential – Proprietary – May Contain Trade Secrets

Partner

Engagement

Consistent

Communication

Best-in-Class

Agent Experience

SHORT TERM:

Build the Foundation

Create agent tools score card to increase transparency among stakeholders

Create issue tracker that all parties can view

Leverage collaborative meetings between Product Owners, LOBs, and RCSMs

Resolve defects in a timely fashion

Defect Resolution

In our agent portal, direct

dial numbers were only

showing for 36% of

managers and 70% of

adjusters.

Code fix allowed us to

display 74% of managers’

numbers and 89% of

adjusters’ numbers.

Agent were not receiving

email alerts regarding First

Notices of Loss (FNOLs).

Collaborative problem

solving enabled us to

restore this critical

functionality to agents

quickly.

In the initial MVP version

of our Claims portal, fields

were displayed across

both lines regardless of

the type of claim.

After research and talking

with agents, we updated

the portal to make the

claims type-specific

(property versus auto).

Sample of 3 defects and their resolutions

Confidential – Proprietary – May Contain Trade Secrets

Claims Integration Team

Amit Khanna – Manager, Strategic Programs,

Claims

Jay Meyers – Assignment Manager

Snimar Chhabra – Team Member

Lucca Chin – Team Member

Dan Pereira – Team Member

Mark Traversi – Team Member

• Independent agents are our partners and customers. They account for 40% of USCM’s

book of business and $7.5B in DWP, and file 21.8% of first notice of losses (FNOLs).

More than 27,000 claims have been processed in Navigator since Claims Integration,

each with the potential to affect agent experience.

• The team didn’t have a process in place to efficiently fix agent claims tools defects as

they were escalated. After I implemented several new tactics, 10 defects were closed

before they could detrimentally impact the agent experience and the remaining 5 have

paths to remediation.

Agent Experience Resources

Nancy Banks Tara Fechser Margot Petersen Stephanie Weis

Amy Beltz John Gaudet Caitlyn Shabshelowitz

Russ Bozek Jean Knowles Jennie Shink

Pam Byrns Miguel Marino Susan Sundsten

Kevin Dodd Brittany Paris David Teal

AJ Ewert Tom Parker Carey Wakeley

Confidential – Proprietary – May Contain Trade Secrets

Confidential – Proprietary – May Contain Trade Secrets

SHORT TERM: Build the Foundation

MEDIUM TERM:Reorganize Teams

LONG TERM:Shift culture

Manager

Sr Product Owner

Product Owner

Product Owner

Product Owner

Product Owner

Product Owner

Product Owner

Regional

Claims

Service

Mgrs.

LOB

points of

contactPartner

Engagement

Consistent

Communication

Best-in-Class

Agent Experience

SHORT TERM:

Build the Foundation

MEDIUM TERM:

Reorganize Teams

Form a reporting structure that facilitates easier engagement between squads as well as more straight-forward prioritization of decisions

Roll agent online tools up to one leader so that consistency of messaging can be enforced in a centralized way

Create agent tools score card to increase transparency among stakeholders

Create issue tracker that all parties can view

Leverage collaborative meetings between Product Owners, LOBs, and RCSMs

Resolve defects in a timely fashion

Further enhance defect resolution speed and process

Confidential – Proprietary – May Contain Trade Secrets

Partner

Engagement

Consistent

Communication

Best-in-Class

Agent Experience

SHORT TERM:

Build the Foundation

MEDIUM TERM:

Reorganize Teams

LONG TERM:

Shift Culture

SHORT TERM: Build the Foundation

MEDIUM TERM:Reorganize Teams

LONG TERM:Shift culture

Form a reporting structure that facilitates easier engagement between squads as well as more straight-forward prioritization of decisions

Roll agent online tools up to one leader so that consistency of messaging can be enforced in a centralized way

Create agent tools score card to increase transparency among stakeholders

Create issue tracker that all parties can view

Leverage collaborative meetings between Product Owners, LOBs, and RCSMs

Resolve defects in a timely fashion

Further enhance defect resolution speed and process

Confidential – Proprietary – May Contain Trade Secrets

Safeco Independent

Agencies

Regional Claims Sales

Managers

Territory Managers

Direct Written Premium

Percentage of USCM

Property FNOLs filed by Safeco agents150

88

11,000+

$7.5 B

21.8%

Confidential – Proprietary – May Contain Trade Secrets

SAFECO NOW:

Online portal to

independent

agents’ tools

Impact: 40% book

of business

Automated

Claims

Emails

Claims UI

Notification

Center

Fundamental claims data

90 days of notifications

Agent claims emails

Confidential – Proprietary – May Contain Trade Secrets

Sources: “The Agent of the Future” by EY (2017); “Beyond the Agency Portal” by EY

(2016)

Safeco Now Ideal Portal Functionalities

Reviewing sales leads and pipeline status

Generating, updating, and managing quotes

Initiating first notice of loss

Checking on claims status

Reviewing commission and compensation info

Accessing latest marketing/product info to share with customers and prospects

Confidential – Proprietary – May Contain Trade Secrets

Safeco ranks #8 for agents’ claims satisfaction.

USCM’s goal is >85% ASAT. Currently we are at 73%. Claims

experience improvements could close 33% of the gap.

Sources: USCM 2017 Q4 Agent Satisfaction Survey; USCM September 2017 MOR

Claims Sat. by Carrier(2017 Q2 & Q4 data combined)

Carrier Sat.Chubb 96%

Mutual of Enumclaw 91%

Travelers 85%

Grange Mutual 81%

Auto-Owners 81%

Hanover 80%

Progressive 79%

Safeco 77%

Metropolitan Group 69%

Mercury 67%

Nationwide 66%

Hartford 66%

State Auto 64%

Kemper 63%