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Case Study

Zurich Santander automates underwriting with Pega

  • Unified management of the product lifecycle
  • Reduced time to market for new products by 50%
  • Drove 80% efficiency gain in product model

“With Pega we’re able to provide personalized offers to our clients. That’s something we could not do before with our legacy systems.”

The Business Issue

Zurich Santander, a joint venture between Zurich Insurance Group and Banco Santander, serves more than nine million customers across seven business lines in Brazil.

Like many in the industry, the company was burdened by disparate data and legacy systems that made it difficult to manage its products and go to market effectively. It dealt with more than one million transactions per month – all without the automation needed to deliver on customers’ high expectations. Processes were manual and inefficient, increasing time to market and making it difficult to provide truly personalized quotes and experiences.

A dependency on custom coding from its IT team to improve processes or launch new products slowed time to market, while legacy integration solutions between customer UI, employee workbenches, and the policy admin system further damaged the employee and customer experience.

With diverse customer needs and dynamic consumer behavior, Zurich Santander required the ability to set up fast-track processes and tailor its processes accordingly.

The Solution

Zurich Santander used the Pega Platform™ to decouple process from legacy systems and transform its underwriting process. The company used Pega Product Builder to simplify its product suite and unify its approach to launching new products and managing the entire product lifecycle from ideation to client presentation.

This allowed the company to customize offerings and reduce time to market. Its new Pega solution allowed Zurich Santander to aggregate submissions from any channel and automatically capture data, reducing underwriting volume and improving efficiency end to end.

Utilizing Pega’s data and AI capabilities, Zurich Santander developed a data-driven approach to product pricing, enhancing accuracy and agility. Now, Zurich Santander uses personalized pricing and an agile approach to provide quotes for all products and business segments across all channels.

The Results

Zurich Santander used Pega to successfully digitize processes – reducing paperwork and leveraging AI, Optical Character Recognition (OCR), and machine learning for analyzing documentation to enhance efficiency and productivity. It yielded impressive results:

  • 50% reduction in time to market for new products
  • 80% efficiency gain in the product model
  • 1.1M+ personalized quotes provided per month
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Industry: Insurance Product Area: Platform
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