New Software Enables Self-Service Transactions For Group Life/Health

A Canada-based software vendor has announced the latest version of a software application that enables agents and brokers, employer administrators, plan members, customer service representatives and third party administrators to complete self-service transactions with a life and health carriers multiple back-office and CRM systems.

Toronto-based DWL, Inc. claims the product–DWL Insurance for Group Life and Health–is the only application of its kind to enable a cluster of business services–primarily those concerned with customer administration–to be shared throughout the enterprise.

“We elevate customer functionality–roles, relationships, locations–[to create] a single instance of that customer information,” explains David Corrigan, a product marketing manager at DWL. “We integrate with all points in the enterprise.”

He adds that the product is scalable to handle enterprise-level volumes of data and associated transactions.

DWL says the application integrates with DWL Customer, a customer administration tool “through which all customer transactions from both front and back office systems flow.” Leveraging this, DWL Insurance for Group Life and Health can provide for enterprise customer administration, “enabling the management of plan member information, the roles and relationships they have within the organization, privacy and interaction history across the enterprise.”

According to DWL, this allows the organization to more effectively cross-sell group lines of business into other areas.

The new product is built to complete specific actions involved in servicing, says Corrigan. These include making adjustments to life event changes, checking on claim status, adding new beneficiaries, and “sales aspects, too.”

DWL Insurance for Group Life and Health is delivered as a disk-based product (not online via an application service provider) and deployed on an insurers internal machines, says Corrigan. Installation time is between three and six months, depending on the amount of customization desired.

Corrigan points out that this product is designed to be customized and extended, and that DWL provides customization services through partnerships with systems integrators. Since the software is designed to allow easy access for anyone wishing to make changes, “there shouldnt be any user training needed,” he notes.

DWL claims that by enabling self-service transactions directly with their existing systems, “insurers increase customer and agent and broker preference, cut service and administrative costs and protect and extend their existing investments in back-office technology.”

According to Corrigan, agents will benefit by being able to better service their client base (employers) in terms of ability to view claims and to update benefits numbers as needed.

DWL says the new software gives agents and brokers “full point-of-sale and service capability via Web and wireless.” In addition:

Employer administrators can submit claims directly to back office systems, view aggregated reports, manage plan members and view benefit and payment information.

Members can view benefit and claims information and status, manage their own contact information, submit life event changes, and enroll online via Web and wireless in real time.

Agents and brokers can submit policy applications, track commissions and view benefit summaries and customer portfolios–online and in real time.

Corrigan says DWL doesnt have return-on-investment numbers on the new product, because “many customers dont want to make it public.” He asserts, however, that in beta testing “there have been ROIs that are significant.” Insurers have seen decreases in calls to their internal administrators and decreases in plan member calls, he adds.

The cost of DWL Insurance for Group Life and Health ranges from “hundreds of thousands of dollars to a million dollars,” states Corrigan. Actual pricing “depends on the number of audiences you involve and the scale of the installation.”

Further information is available at www.dwl.com.


Reproduced from National Underwriter Life & Health/Financial Services Edition, March 4, 2002. Copyright 2002 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.


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