Acord Fill

Workflow Demo
Centralized Operations Overview
August 24, 2022
Agenda
● Executive Summary
● Workflow Demo
● Metrics
● Next Steps

2
 Acord Fill Workflow Executive Summary
Please see key points related to the acord fill workflow proposal and demo.
A Below are details related to current state execution of the acords process:
● New business
○ AM sends request via email to AC or to Pod queue to complete Acords.
● Renewals
Current State
○ AC has weekly meetings with AM to see what applications are needed to go to market for renewals and new business.
● Additional Workflow Details
○ There is no BPO workflow to complete Acords - Acords are completed by AMs/ACs under App-Prefill or under Renewal cases.
○ AC is currently finding expired applications, policies, or any information needed to fill Acord and then manually filling each Acord.

B
● Based on the Newfront & ABD AM listening tour the following workflow pain points were identified
○ Manual Reconciliation & New Biz Impact - AC has to manually find expired applications, policies, or any info needed to fill Acord and then
Areas of
manually filling each Acord. Additionally AMs need to fill Acords for New Business.
Improvement
○ Responsibility Split - There is opportunity to have the ACs focus on higher level tasks if certain workflow steps are outsourced.
○ Difficult Acords - Specific Acord applications (e.g. 125, 127, and 140) take a high amount of time to complete.

C
The process of implementing this workflow will change over time, as we are migrating to one application with the use of Indio
● Legacy Newfront - Legacy Newfront accounts will see the immediate value of this workflow, as they are currently on Dash and not using Indio
Implementation
● Legacy ABD - For ABD accounts, implementation will occur as CRU stakeholders become more comfortable with Dash and Salesforce.
Approach
○ Implementation of this workflow does not impact Legacy ABD today, as it does not incorporate Indio
○ Moving forward we will continue to search for operational improvement opportunities that incorporate Indio workflows

✔ Increases AM capacity to focus on larger accounts

Value Add ✔ Improves bandwidth for ACs to work on higher priority tasks
✔ Decreases cost per case
3
Acords Fill Workflow Demo
The detailed overview of the proposed workflow is available at the following notion page.

● End-To-End Workflow Steps

● Key Definitions
● QA Process

4
 Acord Fills Workflow Metrics (Work In Progress)
Below are several metrics that we plan on using to to assess workflow success and trigger scaling. Desired Outcome

Metric Category Description Tracking Approach Trend Impact

The $ amount that it takes to ● Case Total x Minutes Per Case x 60 = Total Hrs Upward - Increase in cost per completed workflow case
Cost Per
Cost complete a specific workflow ● Total Hrs x Hourly Salary = Total Cost
Case
case ● Total Cost / Case Total = Cost Per Case Downward - Decrease in cost per completed workflow case

AC The amount of time it takes Upward - Increase in time it takes for AC to package details for BPO
Preparation Speed ACs to submit initial inputs ● TBD
Time to the BPO team Downward - Decrease in time it takes for AC to package details for BPO

Upward - Increase in time it takes from renewal case creation to Acord

Renewal The amount of time it takes
App submission
Case To between initial renewal case
Speed ● TBD
Acord App creation to acord application
Downward - Decrease in time it takes from renewal case creation to
Submission submission
Acord App submission

Quality based feedback on ● Within ‘review’ or ‘file’ chevron add a survey to Upward - Increase in accuracy across workflow cases
QA Quality how well the BPO has capture feedback
supported the workflow Downward - Decrease accuracy across workflow cases

5
Immediate Next Steps
● Roll out process to L-NF teams to conduct a pilot
● Track workflow metrics to better understand impact
● Share pilot results and scaling plan with P&C Leadership for approval