Client

US agency serving the men and women of the Armed forces, including families and survivors.

Upgrading the Legacy Platform

This organization provides many benefits to U.S. veterans, including life insurance for disabled veterans who would not otherwise be able to obtain insurance through commercial carriers. Their insurance was administering six million life and annuity policies on a legacy platform that was at its end of life. The organization sought to modernize, standardize and integrate their insurance systems to reduce cost, improve functionality and efficiency, and ensure long-term sustainability. They also needed help integrating their insurance records with other internal systems, as well as with their corporate database.

This organization selected EXL to modernize their platform by implementing LifePRO® and LDS (New Business and Underwriting solution) as their policy administration system, while also converting six million policies off of their legacy mainframe system. EXL was able to help the client modernize a legacy platform allowing for a greater user and customer experience.

A Three-Phase Orchestration

EXL worked in partnership with consultants to deploy LifePRO® as the strategic policy administration platform using a phased approach. The new platform was delivered as a managed solution, providing a low-risk option, hosted on the client’s Enterprise Cloud (Amazon Web Services). LifePRO® supports all of their insurance products today, and EXL was able to configure all of the organizations insurance products on LifePRO® within 90 days.

  • Phase 1 of the project involved converting annuity payout contracts onto LifePRO® in less than one year.
  • Phases 2 and 3 enabled the organization to issue new policies on LifePRO®, while converting the existing policies over to the new system.

Success on All Fronts

The organization went live, on budget and on time. EXL’s managed solution provided the organization with a low-risk option, given the maturity of the LifePRO® and LDS solutions, cloud hosting experience and the organization’s process expertise. To support a successful transition, EXL maintained an updated communication matrix to ensure stakeholders were involved when needed. Resources were pulled in to create proper escalation processes involving stakeholders with the right qualifications and credentials to alleviate critical issues.

The client can now easily access a 360 degree view of a customer relationship increasing their ability to respond to all customer calls in a single interaction or phone call. Additionally, EXL has supported the client with ongoing enhancements, such as support for Section 508 compliance features as part of the product roadmap.

Challenges Overcome During Implementation

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