Indiana Farm Bureau Transforms IT Capabilities
Client:Indiana Farm Bureau Insurance
- Replace and modernize aging legacy systems
- Standardize processes across multiple markets and lines of businesses
- Deploy consistent software architecture across applications
- Consolidate systems and develop a flexible IT architecture
- Implement CSC Exceed, POINT IN and CyberLife® insurance software
- Leverage CSC’s insurance industry expertise and customer community
- Improved speed in issuing quotes and providing customer service
- Gave customers more options for flexible and customized billing
- Reduced IT maintenance costs significantly
Indiana Farm Bureau Insurance, the second-largest property and casualty insurance company in the state of Indiana, needed to modernize its software and infrastructure. The company, which offers auto, homeowners, commercial, farm and life coverage, had maintained a patchwork of policy administration, client, claims and billing systems that was difficult for users to manage, with numerous manual steps slowing down the process.Building on a long-term relationship, Indiana Farm Bureau Insurance implemented CSC’s fully integrated POINT IN software for farm and commercial portfolios, and Exceed software for personal lines and auto insurance. The company chose what is known in the insurance industry as a "vertical slice" implementation of client, billing, homeowners and claims components simultaneously.
The Right Technology
"We were spending a lot of money in IT and getting very little business value in terms of innovation,” says Greg Clancy, senior vice president, technology, and CIO at Indiana Farm Bureau Insurance. “Our main priority in updating our systems was consolidation. The challenge was to find the right technology that would enable us to integrate our multiple systems to improve customer service, process business faster and introduce new products sooner."
The modernization project, affecting most of the company’s 1,200 employees and 450 agents, generated immediate improvements in customer service. CSC’s Exceed software became the new front end for customer service representatives to quote and maintain new homeowners’ insurance business.
With the carrier's legacy auto system, quoting an accurate rate was challenging because there were multiple ways and multiple steps to rate a vehicle. Shortly after the POINT IN and Exceed Billing consolidation, the company migrated its auto portfolio of more than 500,000 policies onto Exceed.
Indiana Farm Bureau Insurance also consolidated seven billing systems onto Exceed Billing. Some farmers have more than 100 policies. With billing tied to the effective dates, various bills would arrive on different days during the billing cycle. Now billing plans can be customized to support multiple billing schedules or to ensure the same due date for bundled commercial, personal and life policies.
"The CSC products have provided us with the flexibility we did not have in our previous legacy systems," says Jim Putka, executive director of systems development, Indiana Farm Bureau Insurance. Other advantages, according to Putka, include an easier, more robust development process and cost savings. "We can also expand the rate-to-risk spectrum, so we’re attracting and retaining the type of risk we want," he says.
Another factor in the successful transformation was leveraging CSC’s broad insurance industry knowledge. For Indiana Farm Bureau Insurance CEO and EVP Jerry Canada, bringing CSC on board was a no-brainer: "They understood the business, and we wanted to have somebody that could help us move into the future," Canada says. "They are at the cutting edge of what's being done. They’re working with companies that are actually a lot larger than us, and we’re able to draw on the expertise that they have without having to worry about developing the systems ourselves."
Lawrence M. Taylor, senior account executive, CSC, says, "The client relationship is core to our business at CSC. We consider it absolutely critical to keep abreast of industry issues and challenges and to make sure our clients are up to date on those trends as well."
Indiana Farm Bureau Insurance also benefits from participating in CSC’s thriving customer community. Putka says, "Creating that customer community has greatly benefited us, as we've seen some of the difficulties that other folks have had and the lessons that they’ve learned and incorporated those lessons into our planning for the implementation of CSC products."