Accelerating Your Success

Data Warehouse project for

Insurance Claims Dept in Hibernian
Insurance

Data Warehouse for Hibernian Insurance

Client

Hibernian Insurance

Contact

Paddy Moore, Head of MIS

Technologies

Oracle 9i

Cognos

Solution at a Glance

Delivery of strategic solution to understand the claims process

Data extraction from E-Claims platform and Mainframe

Business Benefits

Increased efficiency in Claims department

Easily monitor the claims process

Review core KPIs and build trends

Analyse the drivers that fed into cost reduction

Background

Now rebranded as Aviva (2010) Hibernian Insurance is one of Irelands largest suppliers of motor and general
insurance. The company had completed some pilot projects in the use of Business Intelligence and following the
success of a pilot in the finance area they decided to build a wider corporate data warehouse.

However, given the extent of the project, Hibernian recognised that they needed external skills and expertise to do
this. As Paddy Moore recalls we wanted to select a vendor with a proven track record in this area, one who
understood Hibernians business and what we wanted to achieve and had the capabilities to help us build projects
more quickly. The decision was taken to select Avnet Client Solutions.
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Solution
Because of the obvious impact claims has on company profitability it was decided to focus on this area as an initial
project. Hibernian felt they could get a high level of benefit from implementing an improvement in Business Intelligence
and giving clear insight as to the performance of the claims department.

The first project undertaken was to deliver a strategic solution to improve the understanding of the claims process
within Hibernian and thus drive business benefits through reduced claims costs, improved management understanding
and greater consistency of information relating to claims across the company. Avnet Client Solutions was invited in
provide a full turnkey solution. We invited Avnet Client Solutions in to assess our requirements, prepare a project
proposal, and ultimately design, build, project manage and deploy the solution, recalls Moore One of the advantages
was that Avnet Client Solutions were happy to work with our chosen architecture (Cognos). They didnt push an
architecture on us.

The claims data warehouse was designed to provide a consolidated view of claims information in the business. Data
was extracted from E-claims (Claims platform on Oracle) and the mainframes BPS system. The target audience was
claims management down to team level and also interested stakeholders including the finance and actuarial
departments.

Results

Following the rollout of this initial data warehouse, Hibernian quickly derived numerous benefits:

They could more easily analyse the drivers that fed into cost reduction i.e. the speed of processing and
settlement, any bottlenecks responsible for delays etc.

The warehouse also helped the company to understand how effectively the claims department was organised,
allowing them to adjust to changes in trends across claim types The teams were changed to deal with the
busiest areas.

They could monitor the effectiveness of certain suppliers in terms of the ultimate claims cost internal and
external stakeholders such as doctors, loss adjusters.

They could look at core KPIs such as average claims cost, the trending of costs over time, the segmentation of
claims, 3rd party damage claims Vs accidental damage claims Vs injury claims etc

To quote Paddy Moore Claims costs continue to decrease, and the success at settling claims at a lower cost has
improved. The warehouse also lead to the establishment of The early settlement programme which, based on
patterns identified through better management information, put into place systems to decrease the time it took to settle
claims.

In terms of Avnet Client Solutions input We were very happy. Avnet Client Solutions were vital to the delivery of the
solution. The outcome is a solid reliable system the usage of which is still being increased today, despite the fact there
are approx 100 users using the system currently.

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PPP Warehouse

The PPP system (Premium Payment Plan) processes direct debit requests for payment of insurance premiums and
reconciles balances with Hibernian's financial system. On the success of the claims project CSL were engaged to look
at the performance and management information around the PPP.

The objective here was to help Hibernian understand the penetration they were achieving in selling their products and
use management information to identify channels through which they could improve the take up rate of those products.

Avnet Client Solutions delivered the Business Intelligence component for this system using Oracle 9i and Cognos 7.
Client Solutions designed the Data Model using dimensional modelling techniques, and delivered the ETL and
reporting components, allowing business users analyse & operationally manage all aspects of Hibernian's PPP
sourced business.

On the back of the data gleaned through the warehouse Hibernian can better incentivise their brokers and
performance was tracked and segmented by broker and non-broker channels. As a result, the company was better
able to identify which channels and products were performing best.

HR Warehouse

The driver for the HR warehouse was a desire to improve management performance in the HR arena i.e. how
managers managed their employees. Client Solutions designed, developed and deployed a warehouse that looked at
information ranging from payroll to absenteeism and performance management. At the top level a HR scorecard was
produced. This was distributed down to individual management level. So managers received their own scorecard
against which their performance was judged. This led to an improvement in managers compliance with HR policies
and procedures. It also improved the visibility of performance against budgets and targets (an area previously difficult
to monitor). Headcount and overtime targets could now be managed on a daily and weekly basis.

The warehouse fed into Hibernians strategic HR review, which ended with the company being, once again, included in
the Top 50 Companies To Work For. On a strategic level the warehouse improved human resource management
throughout the organisation. Some of the more tactical improvements included better day-to-day reporting on target
achievement in the areas of headcount, overtime and absenteeism.

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Why Avnet Client Solutions?

Avnet Client Solutions has a unique and unmatched reputation in building and designing Data warehouses in Ireland
and the UK. Today with over 50 data warehouses to our credit, we are the recognised industry specialists in this
sector. We are also partners and consultative experts in Microsoft, MicroStrategy,
SAP Business Objects, IBM and Teradata. As a company, we have grown to a
staff of +120 people now the largest indigenous IT Services Company in Ireland.

Avnet Client Solutions specialises in delivering solutions to its clients using the
best tools and technologies available in Business Intelligence, Application
Development, ERP and Business Service Management technologies. Our goal is
to become the partner of choice in the provision of tools, training, and consultancy
and development expertise in our chosen areas.

We were established in 1994 and currently have offices in Cork and Dublin with a
team of well over 120 consultants delivering solutions to a broad spectrum of
customers.

Business Intelligence (BI) Division

The BI division in Client Solutions has established itself as Ireland's leading independent Business Intelligence teams
having delivered 1000s of BI projects since 1994.

We provide an end-to-end service including design, ETL and front-end deployment through your tool of choice, with
internal support available for Microsoft, SAP Business Objects, IBM Infosphere, MicroStrategy and Teradata.

We specialise in Data Design (Data Warehousing), ETL, MDM, Reporting, Analytics,

Data Mining, Dashboards and Mobile BI (including iPhone). We believe that one
insightful mind combined with a good data warehouse can drive significant change.

Data warehousing delivers better business intelligence by creating a separate

database, that sole function of which is to provide a single source of clean data
designed to deliver value added reports and an analysis framework for the business.

Customers include Paypal, Sanofi Aventis, Vodafone Ireland, Wyeth, Meteor, Quinn and Bord Gis.

To contact us call:
01 620 4934

http://www.ts.avnet.com/clientsolutions

www.ts.avnet.com/clientsolutions