Case Study

Tokio Marine HCC: A transformation to agility in insurance

  • Unified nine business lines under one policy administration system
  • Wrapped and enhanced existing legacy platform
  • United business and IT in Agile development practices
“[Pega] brings together all our lines of business onto one platform, enabling us to introduce products in a much quicker, much more controlled manner.”

The Business Issue

Although Tokio Marine HCC was rapidly growing, its legacy systems could no longer keep up. With much of its business still being conducted manually—and in an industry already resistant to change—the insurer needed an entirely new policy administration system that could help it scale.

Tokio Marine HCC faced many operational challenges. It took too long to get new products to market, and it was difficult to cross-sell and upsell, even once it did. And with 9 separate policy systems, each with their own different front ends, it was near impossible to move clients around within the organization. No consistent view across these lines of business further complicated the company’s vision. And with its rapid growth, the risk of keeping data and operations in their current states meant risk continued to increase year over year.

The Solution

Tokio Marine HCC turned to Pega because of its process and workflow management capabilities. Pega played a key role in the renewed platform architecture, serving as the “spine” for the company’s processes. Building with Pega’s agility tools and methods meant that business and IT were able to share the development tasks, leading to a collaborative outcome that worked at all levels and functions, through to serving customers.

Using Pega Underwriting for Insurance (PUI), Tokio Marine HCC built frameworks, unifying systems and people, and one single portal for underwriters across all its lines of business. And with Pega’s integration stack, the company was able to build connections for messaging, data storage, and other services.

The Results

With Pega, Tokio Marine HCC:

  • Consolidated all lines of business across one solution
  • Delivered streamlined services to clients using Pega Underwriting for Insurance (PUI)
  • Enabled business and IT to collaborate in renewing legacy systems and building new processes
  • Created an Agile deployment program composed of 3-week sprints, integration between onshore and offshore teams, with a full communications program and continuous opportunities for user show and tell, feedback and refinement
     

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Tags

  • Industry: Insurance
  • Product Area: Operations
  • Challenge: Customer Acquisition
  • Challenge: Customer Retention
  • Challenge: Operational Excellence