Mark Stevenson is the Senior Vice President of Administration for Guarantee Trust Life (GTL) Insurance. GTL is a life and health insurance company that supports about 350k customers presently. They focus primarily on supplemental health markets as well as the small portion of their business comes from traditional life insurance.
When Mark Stevenson joined the company 5 years ago, it was clear that GTL’s business processes were still very manual and paper intensive. It was very important to him to pursue a paperless document management solution in order to compete with other companies.
GTL evaluated a number of different enterprise content management solutions and felt confident with Naviant. Naviant was able to understand GTL’s current business processes and had a clear vision on how they could help them achieve it.
The OnBase solution was implemented in GTL’s claim department first. After that, they transitioned the policy owner service, new business and underwriting areas. Each one being easier to implement than the last.
Access to documents is much greater now. Their whole customer service team previously had to put in request for a file pull, but now they have immediate access to documentation in order to support customer calls. In addition to the automation, GTL has been able to achieve 10 – 15% in new staff, but not through layoffs. Purely through attrition over time because of the process that use to be done manually is now automated.
Now with the paperless document management solution in place, Mark said, “I think it is fair to say going with this OnBase Naviant solution it’s probably been the biggest step change or one of the biggest step changes in our company’s 80-year history. More importantly, it positions us to make those additional step changes in the future as we try to do what we need to do to meet the customer’s needs how they want them met.”
