Case Studies

Nolan’s Expected Outcome Assessment Provides CEO with Critical, Actionable Information

A Fortune 500 international insurance company comprised of three business units: two in the United States and one in Europe. The company is recognized as a global market leader and has been in business for over a century

The Challenge

Nolan’s Underwriting Health Check Provides a Roadmap for Improvement

This US insurance company expects additional stress and challenges as it expands its markets, implements major systems initiatives, and copes with the loss of valuable intellectual capital through employee retirement. Though successful, the company never had a full assessment of its underwriting operations in 20 years. With this in mind, the CEO asked his team for an impartial assessment of the underwriting operations and how it compared to competitors. The team wanted a plan documenting opportunities for improving quality, improving customer service and creating additional growth capacity.

Branch Analytics and Profitability Review

Client Profile

Midwest banking and financial services organization covering 15 counties with $6 bil+ in assets, 100+ branches, conducting business in Commercial Banking, Consumer Banking, Insurance, and Wealth Management product lines.

Driving Results through Financial Performance Management in Managed Medicaid

A health plan’s Managed Medicaid business was financially underperforming, thus limiting their ability to invest in new capabilities for members.

Cost Reduction Program

When a large life and annuity provider exited the general agency individual life insurance market, they were left with a shrinking, closed block of traditional individual life insurance policies that continued to require policyholder service and support. For the past few years, their efforts to reduce the cost per policy had been successful.

Information Systems Assessment

The client writes over $5 billion in annuity, life, and property and casualty products. The organization’s P&C division had recently redefined its business strategy. This strategy was heavily dependent on the implementation and utilization of emerging technologies for marketing, distribution and product administration.

Customized Review of Revenue Processing

Our client for this project was a staff model HMO associated with a nationally known teaching hospital. The Plan has a national reputation for consistently high levels of member satisfaction and unusually low administrative expenses. The Plan has enjoyed both consistent profitability and growth. The Plan has nearly 200,000 members and 1,800 employer groups.

Realizing the Benefits of Major Technology Initiatives

Investing in technology should never be a gamble. But with multiple target areas for improvement and a myriad of vendors to address them, how can a company be sure that a sizeable systems investment will pay off?

Customized Review of HMO Revenue Processing

Our client for this project was a staff model HMO associated with a nationally known teaching hospital. The Plan has a national reputation for consistently high levels of member satisfaction and unusually low administrative expenses. The Plan has enjoyed both consistent profitability and growth. The Plan has nearly 200,000 members and 1,800 employer groups.

Our client for this engagement was the Southeast regional service center for a $16 billion medical and health insurance company. The insurer serves 2.5 million members through five business units and a wide variety of products. Every year, the 1,300 service representatives of the Southeast center handle more than 5 million calls and adjudicate 27 million claims.

Reviatalizing In-force Services

Our client is a top-20 multi-line insurer that serves personal, commercial, and specialty markets. It distributes its products through a network of dedicated career agents and the company has a long history of customer focus and service quality, with a focus on America’s middle market. It is now extending its reach into new states.

Transformation to a Customer-centric Organization

Our client, one of the largest life and annuity companies in the United States, had experienced rapid growth in variable products over the last decade. The company had built its market reputation on product innovation and had established their organizational focus on product management.

Technology - Quality Assurance Assessment

The leaders of this respected life insurer had a clear objective. A major technological undertaking to convert their life and annuity business operations from paper processing of files to a fully automated, electronic workflow-based system had been outsourced to an offshore development company.

Sustaining Compliance in an Increasingly Regulated Environment

For decades, this BlueCross and BlueShield firm has been serving the health care coverage needs of its members through Individual and Group health care coverage, National Accounts, and Medicare/Medicaid program servicing.

Improving Product Development Through Process Innovation

The client is a leader in providing voluntary supplemental benefit products and services for employees and their families at the worksite. The company has more than two million policies in force and serves more than 45,000 businesses and organizations by offering a broad line of insurance products, including disability, accident, life, cancer, critical illness, and hospital confinement.

Improving Operational Effectiveness in Annuity Client Services

A leader in life, annuity, and investment products for individuals and employers recently asked for our assistance in delivering rapid process improvements for their annuity client services area. Nolan engaged in a three-month effort that resulted in savings in excess of $2 million on a $10 million budget.

Mobilizing the Workforce

Our client is a mid-sized property and casualty insurer based in the Midwest, serving personal, commercial, and specialty markets. Its products are distributed through a network of independent agents, and it is extending its reach into new states. The company has a long history of profitability and excellence in customer service.

Customer Value, Relationship and Profitability

The Robert E. Nolan Company completed an assignment for a major U.S. financial institution to help develop a system-wide approach to developing and interpreting customer profitability information and implementing service, retention and cross-selling strategies.

Claims and Customer Service Redesign

The Nolan Company was enlisted to aid a large regional group insurer and HMO with the redesign of its claims and customer service areas in the company's growing managed care business segment. Problems included inefficient processes, incorrect use of existing technologies, random assignment of work and rework, and staff training which was not linked to improving customer service.

Expanding a Call Center Devoted to Small Business

Imagine a call center that needs to triple the number of bank products it services within 90 days, as well as expand the number of calls it handles by a factor of 5 -- without sacrificing quality.

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