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Case Study

MIB uses the Pega Platform to digitally transform its insurance ecosystem

  • Aging IT infrastructure could not meet the needs of customers and stakeholders
  • Leveraged the Pega Platform to modernize
  • Delivered transformation ahead of schedule and under budget

"We have transformed our customer experience, efficiency and process, and speed of delivery for the customers and stakeholders who use our platform directly. […] The Pega Platform is at the heart of what we do and a key enabler of our journey."

The Business Issue

The Motor Insurers’ Bureau (MIB) is at the heart of the fight against uninsured driving in the United Kingdom. The organization works closely with the police to ensure uninsured vehicles are removed from the roads.

MIB provides advice and support to victims of road accidents in making motor insurance claims. In addition, the organization also manages 5 billion industry records that supports the UK insurance industry.

For many years, MIB’s IT infrastructure consisted of nearly 140 applications spread across multiple aging platforms. This complex architecture led to inefficiencies and the risk that it would soon not be able to meet the needs of customers and stakeholders.

MIB had no option but to modernize to remain relevant. The company’s goal was to build for digital success, with a co-focus on customer experience and an API ecosystem.

The Solution

MIB used the Pega Platform to develop its new digital ecosystem. The organization began the process by modernizing its Police Helpline solution using agile practices and design thinking. Within three weeks the team was able to deliver a minimally viable product. After quickly finding success, MIB moved on to transform its Helpline and Whiplash solutions.

The organization continues to build on these solutions in a monthly, iterative fashion. MIB is now extending its platform of services with automation, web chat, different channels for customers, and driving further process efficiencies with next-best-action capabilities in Pega.

The Results

MIB delivered a major digital transformation a year ahead of schedule and under budget. So far, the organization has seen the following results:

  • Transformed customer experience through efficiency and speed of delivery for stakeholders who use the platform directly.
  • New culture across MIB including new values, changes in the way work is done, and a more defined role for IT.
  • A simpler, more scalable IT architecture.
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Industry: Insurance Product Area: Customer Service Solution Area: Enterprise Modernization
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