The Challenge
Solving Complexity and Driving Scale
Our client, Protective Insurance, is a trusted insurance provider committed to helping customers achieve financial security through reliable and innovative solutions. With over 110 years of service, the company offers a wide range of products, including life insurance, annuities, and asset protection.
The client faced significant operational and technical challenges with their legacy system. The ADMI platform, burdened by extensive modifications, introduced data inconsistencies that demanded immediate remediation to preserve data accuracy and ensure operational reliability. The scale of impact was vast, with errors affecting thousands of policies, jeopardizing both customer satisfaction and operational efficiency. Additionally, the client required a cost-effective solution to reduce dependence on internal IT subject matter experts (SMEs) and accelerate remediation timelines. Beyond resolving these issues, the client aimed to reimagine their operating model, integrating end-to-end operations across new business, billing, policy servicing, and claims.
The Outcome
Delivering Measurable Outcomes with Digital Engineering and Automation Excellence
Sutherland implemented a comprehensive solution designed to address immediate challenges while paving the way for long-term operational transformation. Legacy system remediation was prioritized, with a dedicated team of COBOL and Unix experts collaborating with the client’s IT and business teams to identify, analyze, and resolve data inconsistencies within the ADMI platform. This ensured policy integrity and operational continuity.
To modernize operations, Sutherland redesigned the client’s operating model by consolidating multiple acquired legacy blocks and streamlining policy administration across life and annuity products. The introduction of a third-party administrator (TPA) ecosystem on LIDP’s Titanium platform enabled advanced automation capabilities, ensuring seamless policy management.
The Automation Center of Excellence (CoE) further enhanced efficiency through AI-driven solutions. Sutherland Extract.ai facilitated intelligent document processing, reducing manual data entry, while Sutherland Robility™ automated repetitive tasks. Additionally, Sutherland Connect provided omnichannel interaction analytics, significantly improving the policyholder experience.
Analytics-driven transformation played a critical role, leveraging actionable insights to drive improvements in new business, claims, and servicing processes. This hybrid delivery model, with an 80-20 offshore-to-onsite mix, optimized costs, accelerated deployment timelines, and ensured high-quality outcomes.
Sutherland’s tailored approach delivered significant results for the client. Streamlined workflows and optimized resource allocation reduced operational expenses by 35%, directly contributing to cost savings. Customer satisfaction scores (CSAT) improved by 40%, reflecting enhanced borrower satisfaction through superior service quality and reduced wait times. Additionally, hold times were reduced by 15%, leading to faster call answering rates and minimizing borrower frustration while improving overall service efficiency.
That’s digital performance unlocked, and measurable results delivered!
Sutherland’s cost-effective, scalable solutions addressed critical challenges while consistently meeting and exceeding performance metrics. This collaboration reinforced Sutherland’s role as a trusted and strategic partner.
Total Cost of Ownership (TCO) Reduction
Faster Implementation
Cost Savings in Legacy System Remediation
Future your Mortgage Servicing Operations with Sutherland’s Digital Solutions
Services
Digital Engineering Services
Industry
Insurance
