Insiders in the North American insurance market: a project for automating AXA Equitable’s incoming mail.

Innovative Solution for the U.S. Market

Save time and money, simplify the use of e-mail and fax, and establish efficient business processes – these were the goals formulated by AXA Equitable for its incoming mail. In addition to these international issues, the challenges of the insurance market in the United States soon became apparent: a much higher percentage of forms; many different, extremely heterogeneous form variants; mostly filled with handwritten entries.

Insiders was able to convince the decision makers in the United States of its state-of-the-art products early in the selection phase. During implementation of the project, all requirements concerning AXA Equitable’s incoming mail were fulfilled successfully. AXA now processes individual retirement account (IRA), pension supplementary insurance and life insurance documents in a highly efficient manner at sites in Syracuse (New York), Secaucus (New Jersey), and Charlotte (North Carolina) – up to 65,000 images every day.

The cooperation with Insiders was highly efficient and constructive during all project phases.

Nick Intrieri, Director Strategic Solutions, PMP

On-site in the USA and in Kaiserslautern

Spending time together at each of the participant’s locations was soon identified as an important prerequisite for planning and organization as well as for user training. Insiders’ project staff therefore created the technical and organizational preconditions for successful project realization by holding kick-off meetings and workshops in person at the AXA sites. In return, the AXA project members received comprehensive training at the Insiders Akademie in Kaiserslautern. Grouped according to departments and roles, project managers and administrators attended training courses at Insiders and were thus able to acquire the skills needed for their new tasks.

Cooperation across Time Zones

These preparations turned out to be very beneficial for the communication during the project: the close coordination between the project teams in Germany and the USA was realized using web sessions and teleconferences resulting in a convenient and efficient method for the necessary daily collaboration.

Communication across time zones was a major advantage for both parties: AXA requirements could be accepted in Kaiserslautern in the afternoon and evening. They were then implemented the next morning and were already available to AXA for review at the start of the same work day in the USA.

International Team Collaboration

Once production was launched, the internationally staffed Insiders‘ team for the AXA Equitable project not only included Insiders‘ Consulting members, but also the Insiders‘ Support. In retrospect, both departments immediately benefitted from the intensive international collaboration. Insiders is now in an ideal position for future projects on the North American market.

Insiders now already provides services for the international insurance group AXA in Europe as well as North America: in addition to AXA Equitable, the national subsidiaries of Germany, Switzerland, Belgium, and France also rely on Insiders‘ intelligent solutions.

This article was published in the insiders magazine 2013