Case Studies

Delos Insurance Achieves Realities of Paperless Office

Business Challenge

Delos Insurance is a leading provider of a distinctive range of products and services in the insurance program business. Delos Insurance forges strong partnerships with Managing General Agents, General Agents, TPAs, Reinsurers and Reinsurance Intermediaries to create insurance programs with the highest integrity and profitability measures in mind.

"Our clients benefit directly from Q.Know at every level -- from our ability to underwrite, structure and manage deals accurately reflecting the entire profile of each scenario to our new found speed of communication. These factors all relate to our ability to organize, access and share information efficiently in a secure environment. Our people -- whether in underwriting, HR, claims or finance -- are able to access and utlize all the same information with Q.Know, which eliminates redundancies and greatly improves the accuracy and speed of our compliance capabilities. " - Mary Sbaschnig Delos Chief Administration Officer

In serving clients globally, Delos struggled -- like many companies -- to manage the overwhelming amount of paper related to their highly regulated deal process. Attempting to replicate the filing efficiencies of the old fashioned paper system proved immensely time-consuming and impossible to achieve as documents -- including e-mail -- were distributed across the company and throughout the client base globally.

Solution

Delos Insurance has successfully implemented Q.Know's Enterprise Solution across their entire organization, enabling users to file, retrieve, organize, share and manage all electronic information. Q.Know has enabled Delos to create a paperless office by moving the company from its heavy reliance on single dimension filing structures to the virtual, real-time accessibility that Q.Know brings to all electronic documentation.

For underwriters, this translates to easily managed underwriting processes with all electronic information easily accessible across the organization. For HR, Q.Know enables all relevant documentation, such as personnel, hiring and policies to be distributed and archived without any paper duplication. Since all information is now located in Q.Know, Delos' business processes empower all employees to rapidly and comprehensively review all documentation and respond to clients in a timely fashion.

"With Q.Know, Delos has been able to centralize and organize all electronic information -- relating it appropriately by client, risk, underwriting year, etc. This enables a complete, real-time view into our pipeline and provides a powerful view into the engines that drive the business for effective, real-time decision making." - Grace Meek, Chief Business Officer

Business Benefits

Real-time visibility into pipeline for effective, on-time decision making
Reduction of time spent on manual processing
Rapid, comprehensive communication with clients
More effective usage of tools and time to bolster risk management

Background

Delos Insurance is an admitted insurance carrier in all 50 states and the District of Columbia, with a high rating for its financial strength and stability. Business is underwritten through a limited number of program managers with a focus on niche opportunities that leverage program manager underwriting expertise and servicing capabilities.

Formerly Sirius America (a wholly owned subsidiary of White Mountains Insurance Group, Ltd.), Delos set out as an independent entity with three core goals for the role of IT in its program business. Those goals are to:

Provide an interface between existing external systems and its insurance operations
Elminate redundant manual entries into the system
Leverage statistical data across the organization to enhance business analysis to end users

"With Q.Know, I am able to easily organize and manage the entire HR function without creating redundancies to make information accessible to key audiences. If you look around my office, you'll see that I've been able to eliminate paper files from the equation entirely." - Mary Sbaschnig, Chief Administrative Officer

Upon seeing Q.Know first-hand, senior managers recognized how they would be able to get a more comprehensive view of all the deals underway and achieve greater visibility into the pipeline. Senior underwriters felt that Q.Know offered complete visibility to all deal documents, tasks and related communication to truly enhance information flow.

It also became quickly apparent that Q.Know would be just as applicable for their HR, claims and finance departments since each of these areas relies on the same client details to perform their related functions.

"Q.Know is extremely well suited in virtualized environments. Q.Know's forward looking initiative has allowed us to organize all our electronic information in a way that pushes it out quickly and comprehensively to our Managing General Agents and TPAs in a secure,central environment." - Patrick Santos, Chief Information Officer

Once information is initially gathered, HR, claims and finance would have access to the information they need without recreating file structures or duplicating efforts across departments. Because Q.Know operates directly within their Microsoft Outlook® and Microsoft Office® systems, the Delos team was able to easily learn how to use the software, requiring minimal training.

With Q.Know, Delos has enhanced its business partnerships with improved communications channels while establishing efficient compliance reporting and best practices.