Case Study
Insurance Provider Engages FTI Technology to Drive Litigated Claims Management Platform Transformation
Faced with rapid nationwide expansion, a growing regional insurance provider found its existing litigated claims management platform inadequate to handle the claims volume associated with its considerable business growth. To address the needs of its increasingly large and dispersed team, the company initiated a project to transition to a scalable solution that could support its long-term needs. FTI Technology’s Corporate Legal Operations experts were engaged to support this transformation and to implement an industry leading enterprise legal management platform.
Situation
Due to the increasingly apparent limitations of the legacy system, the organization faced numerous bottlenecks in its case and claims management processes and had selected an industry-leading ELM solution to help underpin its transformation. With thousands of unique cases each year, the client needed a platform that could efficiently handle escalated claims, provide transparency into the claims process, enhance communication with customers and improve overall customer experience. A critical requirement of the new system was the ability to identify and assign jurisdiction-specific deadlines as dictated by various governing insurance rules.
This comprehensive technological transformation — encompassing the shift from legacy servers to a cloud-based environment and the migration of thousands of active cases and millions of related records — required thoughtful change management to facilitate user adoption and to realize the full benefits of the new solution.
Our Role
FTI Technology’s experience implementing ELM and other legal solution platforms, alongside deep expertise with the selected ELM solution, were the key reasons the client selected the team to manage the transformation. FTI Technology worked closely with the client’s claims and legal teams to design the solution in a way that would support existing and future processes.
The team led the following key activities during the engagement:
- Prepared a comprehensive functional design informed by a deep understanding of the client’s claims management procedures, use of the legacy system, integration requirements and critical reporting needs.
- Leveraged the flexibility of the new platform to create a user interface catered to the client in support of effective change management. FTI Technology systematized a case lifecycle aligned with the client’s workflow, leveraging custom fields and screens.
- Key features that were implemented included rules to manage data integrity, enforce data-retention guidelines and calculate jurisdiction-specific deadlines. FTI Technology created a custom-built date calculator that was populated with state-specific requirements for legal proceedings. These calculated deadlines then seamlessly triggered the creation of events and automatic assignment of follow-up tasks to relevant team members.
- With a clear understanding of future user needs, FTI Technology mapped, extracted, transformed and migrated legacy data to the new ELM solution, prioritizing improvements to data quality, so that unreliable data would not detract from the overall user experience and the effectiveness of reporting.
- Navigating complex data structures, the team developed a data migration strategy that extracted, transformed and migrated approximately 7 million records across various categories of data, including references to evidentiary records.
- Provided integrated functionality to foster direct engagement and improved customer experience.
FTI Technology’s project and change management expertise helped the client drive toward key project objectives, addressing the hesitance that often accompanies transformation and changing the way people work. Once the new system was in place and the migration was complete, FTI Technology provided training and change management activities to support a successful transition for users. The expert team continued to support the organization after deployment with additional technology enhancements to further support operations.
Our Impact
FTI Technology delivered a complete transition and implementation of the new ELM system for the client, providing tailored configurations leveraging unparalleled technical and transformational experience. This helped the client meet its unique operational objectives while minimizing user disruption during the shift.
The project successfully moved the client out of a legacy environment, to one with efficient, automated, user-friendly functionality with practical workflows. The scalable ELM system also positioned the client for significant advancement in achieving its digital transformation objectives.