CIGNA New Zealand is a leading specialist provider of insurance products and services. With over 85 years of experience, Cigna NZ protects nearly 300,000 New Zealanders with policies for life insurance, identity theft protection, trauma insurance and more. CIGNA New Zealand is part of CIGNA Corporation, a Fortune 500 company and one of the world’s largest publicly-owned insurance and financial services companies.
The New Business and Underwriting teams at Cigna NZ sought a solution to automate and improve their core business processes. A multitude of their processes were manual, time-consuming, and involved numerous hand-offs of large volumes of paper files. Customer and policy documentation was stored in disparate formats and locations, meaning documents and records were not managed optimally. Processes were split across multiple software applications, providing no end-to-end visibility for processing teams. With data transferred inconsistently between systems, and knowledge of products, processes and procedures held primarily in employees’ heads, there were many points of potential error.
Appian BPM Solution
The Appian BPM Suite provided the company with a single platform for automating and managing their core business processes and all associated content. The platform accelerated and improved interactions between people and with systems, increasing efficiency while reducing overhead costs, improving the company’s ability to service customers, and creating a more agile and robust architecture enabling a strategy of continuous process improvement. Appian’s native integration of process, rules, content management, collaboration, analytics/reporting and more provided the comprehensive capabilities needed to address the human-intensive, document-driven nature of CIGNA’s business, while also delivering the real-time visibility and data executives require to make better business decisions faster.