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Oracle Customer Success — SECURA Insurance
SECURA Insurance Empowers Independent Agents with Fast, Immediate Access to Customer History
ShareSome of the original programmers who helped implement Oracle Documaker in the 1990s are still helping us to this day. Oracle’s consulting services are always spot-on. They understand our business needs and really know our system inside and out.
— Shari Ebben, Supervisor, Systems Development, SECURA Insurance
SECURA Insurance offers commercial, personal, farm-ag, nonprofit, and special events insurance coverage in 12 states. Its products primarily cover the midwestern US plus a few states outside the region. The property and casualty insurer is a mutual company owned entirely by its 100,000-plus policyholders. More than 450 independent insurance agents represent SECURA.
The company receives consistent high ratings among P&C insurers nationwide for its financial strength. Its two fastest growing business units are farm-ag and specialty insurance.
Challenges
- Provide policyholders direct access to insurance documents online
- Equip independent insurance agents with immediate access to insurance customers’ records to improve customer service
- Simplify collaboration between Oracle Documaker Studio users and nontechnical employees in document creation
- Maintain a central electronic library of insurance coverage forms and avoid duplicates
- Stay current on document automation technology with limited in-house IT staff
Results
- Empowered independent insurance agents to effectively serve customers with 360-degree view of policyholders through Oracle Documaker’s smart archive, which gives users access to the policyholder’s history including coverage forms, declarations, invoices, and letters
- Added new customer self-service options—allowing insurance policyholders direct and secure online access to their insurance cards
- Personalized customer letters and memos by adding signatures of company executives
- Improved new insurance product up-sell by quickly producing attractive marketing collateral
- Streamlined structured publishing of over 300 insurance document types, including new policies, renewals, and ad hoc letters
- Implemented Oracle Documaker to produce 29,000 pages daily and archive 5,500 transactions daily, ensuring prompt and timely customer communications abiding by government regulations and supporting marketing goals
- Ensured all customer correspondence—92,000 ad hoc letters and memos annually—meets requirements set by compliance and marketing departments
- Eliminated effort and cost of printing and mailing statements to independent agents by becoming a “no print shop”
- Eliminated steps previously required to import Word documents, which allows agents to focus on managing growing volume of customer communications
- Aided regulatory compliance by enabling IT staff to create sample PDF documents for R&D prior to submitting to state insurance departments
- Improved response time for legal inquiries by storing nearly all print stream outputs in Oracle Documaker’s archive/retrieval system—allowing claims department access to files dating back over 20 years
- Used Oracle’s consulting services to implement document automation upgrades, which enabled company to use a more advanced technology solution without relying solely on in-house IT staff
- Achieved major sustainability milestone by going paperless for internal communications, including agency statements—saving over 2,000 pages every month
Why Oracle
SECURA has relied on Oracle Documaker for its document automation needs since the early 1990s. Before upgrading in 2015, the company’s IT executives explored other document automation products to better inform their decision.
Company IT leaders also gain a global industry perspective of document automation issues through attending the annual Oracle Insurance Document Automation Client Advisory Board (CAB) meetings.
On a local level, SECURA is an active member of the Oracle Documaker Wisconsin User Group, which also meets annually.
We researched other vendors, and it confirmed why we’ve been with Oracle for many years. With every system upgrade, Oracle’s product continues to be the best, most effective solution for our company. It helps to know what other area insurance companies like Sentry Insurance and Thrivent Financial are using through Oracle Documaker User Groups. While we are competitors, we’re all using the same product. We get together and discuss how we can use the same product efficiently.
— Shari Ebben, Supervisor, Systems Development, SECURA Insurance
About SECURA Insurance
Headquarters
Appleton, Wisconsin, United States
Employees
650+
Annual Revenue
$500 Million to $1 Billion
Published: Dec 21, 2015