For many insurers, the past year has accelerated strategic investments to manage remote workforces, support virtual claims handling, and face off with FinTech upstarts. In this webinar, we look at how leading insurers not only addressed the immediate challenges caused by global lockdowns but also found new efficiencies along the way. Get insights into some of the emerging technologies that are driving innovation in insurance, including the Cloud, artificial intelligence, and low-code. We also explore how these technologies reduce claims leakage while improving claims accuracy, employee productivity, and customer satisfaction.

1. How Insurers Fueled
Transformation During a
Pandemic
Sean Baird
Director of Product Marketing
May 2021

2. January 2020
Coronavirus emerges
from Wuhan, China

3. Spring 2020
Worldwide Impact

4. Covid-19
Impacts Claims
Processes
1 Disconnected claims workforce
4 Exponentially increasing data
2 New customer expectations
5 New competition disrupting the market
3 Too many touch points
6 Emerging technologies
7 Creating a modernization strategy
…and how can improving
information management
help the Insurance industry
deal with these challenges?

5. Poll Question 1
• In 2020, what was the most critical issue affecting your business:
o Disconnected claims workforce
o New customer expectations
o Too many touch points
o Exponentially increasing data
o New competition disrupting the market
o Emerging technologies
o Digital transformation strategy

6. The times clearly
demanded a new approach.

7. Priorities for insurers in
today’s global pandemic
Customer
Experience
Ubiquitous
Access
Compliance
Efficiency &
Automation
INTENSIFIED BY COVID-19

8. Priorities for insurers in
today’s global pandemic
Customer
Experience
Compliance
Efficiency &
Automation
Ubiquitous
Access
Cloud
Adoption

9. The Last 20 years
vs. the Next 5
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
2000 2005 2010 2015 2020
Number
of
Documents
Millions
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
2021 2022 2023 2024 2025
Actual customer example:
2B customer communications annually
3B SMS & email messages annually

10. Cloud should be
about choice
§ No longer on-premises vs. cloud
§ No “one size fits all”
§ Self-managed vs. vendor-managed
§ Hybrid configurations due to regulations
§ Need to support customer preferences
§ And operate at Cloud scale…

11. Priorities for modern
insurers
1
1
Customer
Experience
Cloud Adoption Compliance
Efficiency &
Automation

12. Modern Content Brings New Challenges

13. Silos aren’t
Going Away
§ Information silos are a reality of the
modern workplace
§ Content-centric apps are multiplying
and many offer rich user experiences
§ People will continue to use apps and
services that make them more
productive
§ The ECM approach was to put
everything in one repository
§ Clearly, this is not a viable approach
for modern content management

14. Priorities for insurers in
today’s global pandemic
Customer
Experience
Ubiquitous
Access
Compliance
Efficiency &
Automation

15. What types of business problems
can Content Management solve?
1
5
Insight
Extract Automate

16. Intelligent
content starts
with data
Information =
Readily accessible Contextual
Available anywhere Governed & secure
data + content

17. Priorities for insurers in
today’s global pandemic
Customer
Experience
Ubiquitous
Access
Compliance
Efficiency &
Automation

18. Current compliance
mandates
§ General Data Protection Regulation
(GDPR)
§ Insurance Conduct of Business (UK)
§ ADA, UK Equality Act, EU Codes
§ California Consumer Privacy Act of 2018
“GDPR went into effect in May 2018
and requires consent from
consumers before their data may be
used. Among numerous protections,
consumers will need to be informed if
their data is moved outside the
European Union, have the right to
be “forgotten,” and will be given a
chance to contest the use of
automated algorithms.
Violations come with serious fines—
up to 4 percent of a company’s
worldwide net sales.
- Deloitte, 2019 Insurance Outlook

19. Challenges with legacy solutions
Difficult to integrate
Expensive to operate &
maintain
Does not support
distributed, mobile
requirements
Old products with
outdated architectures
Limited cloud support
Cannot address
modern compliance
mandates

20. The old way of
managing content
isn’t working

21. Modern Content
Requirements
SUPPORT
digital form factors
DELIVER
insight & intelligence
EMBRACE
new content types
ENSURE
governance & security
ACCELERATE
cloud adoption
MAKE IT EASY
to build new apps
BRIDGE
information silos
OPERATE
at extreme scale

22. The rise of modern, cloud-native
Content Services Platforms
offer a new approach.

23. Content Services
is different
Content Services
Multi-repository
approach
Singular
platforms
Cloud
native
Low-code
tooling
Cloud consumption
pricing

24. Opportunities for Modern
Insurers
2
4
Customer
Experience
Cloud Adoption Compliance
Efficiency &
Automation

25. The Promise of
Artificial
Intelligence
1 Recognize content types
4 Predictively deliver information
7 Identify outlying data points
2 Extract data from content
5 Analyze usage and importance
3 Enrich content metadata
6
Recognize patterns and
connections
Understand content and
data as well as a
knowledgeable human,
but at scale.

26. Public Cloud
Artificial Intelligence Services
0001000111010111
1000111010111010
1110101100110011
1010110011100011
1100110010111001
§ Pretrained machine learning models
§ Provide commodity services:
⁃ OCR/ICR
⁃ Sentiment analysis
⁃ Translation
⁃ Transcription (speech-to-text)
⁃ Facial/celebrity recognition
⁃ Etc.
§ Stackable or stand-alone
§ Look for standardized approach to
connect
§ But beware the law of large numbers

27. Custom ML models =
business-specific data
Brand: Chevrolet
Model: Tahoe
License St.: Illinois
License No.: K24 1771
Custom models produce much
more relevant data values
1
True entity extraction
enables workflow
automation
2
Business value inherently
increases with specificity of
the data generated
3
Veh. Color: Gold Mist Metallic
Brand: Dodge
Model: Ram Van
License St.: Illinois
License No.: XXX 8242
Veh. Color: Bright White
Operator: John Smith

28. Intelligent automation for
routine tasks
What form
is it?
Is it complete?
Has it been
signed?
Form
Processing
Yes
No
1 Classification
2 Exception handling
3 Entity extraction
4 Intelligent routing

29. Bring new insight to
your business
1 Image processing
2 Fraud detection
3 Damage comparison
4 Intelligent routing
Duplicate
photo?
Damage
Estimate
Yes
No

30. Stack AI to Maximize Value
Commodity AI/ML
• Analyze sentiment
• Extract data elements (OCR/ICR)
• Transcribe audio/video
• Translate documents
Nuxeo Insight
• Custom insights based on industry-
and use case-specific documents
• Classify documents based on
audience, topic and purpose
• Identify metadata to automate content-
centric processes
• Identify content relationships
• Reduce manual input
• Improve search
results
• Increase automation
• Automate retention
policies

31. Changing the Game with
Low Code Tools
3
1
Point & Click
Configuration
and Visual Design
Supports Iterative
Development
Processes
Reuse
Templates
or Components
Reduced
Technical
Expertise

32. Poll Question 2
What is the most important requirement driving your IT
strategy?
o Paper-reliant business processes
o Disconnected information sources
o Insights hidden within existing information
o Support for new rich media and other formats
o Ensuring compliance and security
o Cost of maintaining data centers
o Ability to keep up information growth
o Expensive development costs

33. How do I get there from here?

34. A Rational Approach
to Modernization
CONNECT CONSOLIDATE
• Integrate multiple repositories
• Extend value of existing
systems
• Rapid Return on Investment
• Quickly establish consistent
foundation for modernization
Connect to existing data and
content sources
Key Benefits
• Reduce reliance on legacy
systems
• Decrease Total Cost of
Ownership
• Support cloud initiatives
• Single, future-proof platform
Connect to existing data and
content sources
Key Benefits
Time

35. Content As-a-Service at a
Top-10 Insurer
Challenges Solution Benefits
§ Legacy systems:
expensive and
difficult to
maintain
§ 2 billion objects
§ 30,000 users
across seven
different lines of
business
§ Data extraction
through APIs
§ Architectural
design for
vendor
abstraction via
an API service
layer
§ Significant TCO
reduction
§ Able to manage
rich media as
well as
documents
§ Information
management
team gained
strategic value
inside the
organization

36. Unlocking real business value
Bridge Existing
Content Silos
Deliver Access
Anywhere, Anytime
Automate Compliance
& Archiving
Significantly Reduce
Costs & Risk
Increase Claims
Speed & Accuracy

37. Thank you!