A case study by Praxent^⌘

Modernizing MPL insurance: integrating systems for a standout customer portal

Integris Group, an admitted MPL insurance carrier, serves physicians nationwide.

Integris partnered with Praxent to help transform their legacy systems into a best-in class technology ecosystem to better support their business growth.

Their objective was to enhance their digital experience through custom-built portals, and drive efficiency through fully integrated core systems built around them, giving Integris a competitive edge.

Scope

Member self-service portal
Loyalty rewards and risk management credits
Broker portal
Claims processing core system
ISI policy administration system integration
Payments and billing system integration

Results

Launch completed in 10 months (on-time and budget)
Reduced call center volume
Automated routine operational tasks in claims
24/7 online claims filing and management
Digital payments

The challenges

Portal Underutilization

The portals, especially for brokers, were underused. The member portal was solely used for invoice management and payment, revealing a need for enhanced engagement and functionality.

Disparate Systems

Multiple systems made up Integris’ ecosystem but they were not integrated and didn’t talk to each other. To create a seamless user experience, this was critical.

High Call Volume

Brokers would call for standard tasks and inquiries rather than us the portals, diverting the underwriting team’s focus.

Task Automation

Automating routine and manual tasks to enhance operational efficiency and free up staff to handle more complex issues was essential.

Customer Satisfaction

Amid all these changes, maintaining and enhancing customer experience required a careful balance between automation and personal touch.

What Integris had to say

Shelly Ursini

VP Marketing and Business Development, Integris Group

In our industry, it can be challenging to stand out. When the coverage features and many of the benefits from carrier to carrier are similar, you have to find ways to rise to the top. So how do we make ourselves stand out? Through innovation, through the look of the portals, through the ease of doing business and [members] feeling like we are investing in them and their experience with us.

The vision

A future-proof ecosystem

Seamlessly integrated ecosystem

Member and broker portals that seamless integrate with the policy administration (ISI), claims management, and payments systems.

Self-service member and broker portals

Members and brokers can view policy information like policy number, insured members, expiration, renewal date, and premiums, COI, print insurance cards, make payments, file claims, and request policy changes.

Value-added policyholder portal features

To drive retention and member stickiness, Integris’ policyholder portal also boasts differentiated features such as loyalty rewards and risk management credits.

Secure payments

Invoice Cloud, a secure payment processor tailored to support insurance use cases, enables seamless, instant payments and billing.

24/7 claims

A new claims processing and management system enables policyholders to report or manage their claim online at anytime.

Efficient operations

Automation built into the new systems and self-service portals reduce the manual task load for Integris’ team, reducing operational inefficiencies.

WHY PRAXENT

A partner from end to end

UX Assessment and User Research Interviews

Customer Journey Mapping and Portal UX Design

Reusable UI Design System

Custom Development in .NET Core, React, and AWS

Systems Integration and API Development

Quality Assurance

Agile Project Management

Roadmapping and fractional CTO services

Why Praxent?

Shelly Ursini

VP Marketing and Business Development, Integris Group

I was so impressed with their knowledge. It helps that they had experience working with other MPL carriers, so they were familiar with our industry terminology. They knew what we were trying to accomplish, which made it so much easier.

They never overpromised. It’s the communication that I really appreciated most. I’ve worked with quite a few vendors in this process and that just stands out for me with Praxent—the way that they collaborate and communicate with their client on the project.

A market-leading digital experience and future-proof technology that drives efficiency.

10 MONTHS FROM START TO FINISH

Reduced call center volume

Automated routine operational tasks

Provide superb customer experience

What Integris had to say

Shelly Ursini

VP Marketing and Business Development, Integris Group

As new digital competitors continue to flood the market, the seamless, user-friendly portal implemented by Praxent helps us stay ahead. Such functionality allows users to perform basic functionality via self-service, which increases customer satisfaction while saving time and boosting efficiencies for our agents.