Success story
Alberta Motor AssociationIndustry• Multi-service, Insurance

Solutions• OpenText™ Content Suite Platform• OpenText™ Brava!™ for Content Suite• OpenText™ Content Intelligence(OpenText™ WebReports)

Results
Same-day digital
document availability
Cost and space savings
Immediate, confident
customer service
Efficiency for increased workload

Alberta Motor Association
re-paves document system forincreased business traffic
CAA/AAA affiliate replaces outdated manual processes withenterprise content management from OpenText“Historically, retrieving a document would take two weeks
on average and occasionally up to three months. Comparethat with today, where documents are available in real timeand put to use within minutes.”David Panteluk

Manager of System Development
AMAAlberta Motor Association re-paves document system for increased business traffic

When AMA replaced slow-moving systems with OpenText up-to-theminute, centralized document access, digital construction re-paved
back-office operations leading to an increased flow of business traffic.

Desk-to-desk paper processes

For more than 50 years, the Alberta Motor Association (AMA)—affiliatedwith the Canadian Automobile Association (CAA) and its “Triple A” Americancounterpart—has provided auto, home, health and other insurance plans.
Nearing one million people, close to one in every three households inAlberta, Canada, maintains membership with the AMA. To sustain andgrow this coverage, AMA advocates for member interests at the industry
and government levels and protects the things members care aboutmost with insurance services.
Prior to implementing an electronic document management system,
management of underwriting and claims was a laborious, paper-basedprocess. Personnel at each AMA location were required to manuallyorganize and box paper documents for delivery to large file rooms wheredozens of staff members re-handled the vast array of documents, filingthem in large cabinets.
Even as document imaging was introduced, paper files were still routed
desk-to-desk before being shipped to a central department for scanning.
The process often caused paper loss or delays—as much as two weeks to
two months—for policy origination, claims management and other tasks.
Furthermore, a lack of integration between their in-house developed
sales claims and underwriting system and legacy document management
system, as well as complicated searching led to slow or duplicate efforts;
staff members complained of time wasted tracking down documents,
which affected the response time to customers.

Integrating content in the sales and claims
management process

When its insurance sales and claims management legacy system reached
end-of-life, AMA seized the opportunity to rebuild their processes andthe technology used to support them. The provider built a new insurance
production system and claims case management system and integrated
it with OpenText™ Content Suite Platform, a comprehensive enterprisecontent management (ECM) system designed to manage the flow of
information from capture through archiving and disposition.
Following a thorough investigative process, AMA’s selection committee
chose OpenText for its ease-of-use and straightforward integration. Now,
AMA insurance professionals—from sales advisors and administrators
to underwriters and claims advisors—access critical information at any
time directly through a button within the insurance production and claimscase management system labeled “Livelink,” connecting to more than
16 million digital documents. When new files arrive from external sourcesin hard copy form, they are scanned, reviewed for quality and uploaded
to Content Suite. AMA also added Content Suite workflow functionality
so these transactions can be processed in the insurance production andclaims case management system, then routed to the correct claims casemanagement folder in Content Suite.
AMA professionals now easily share files or collaborate on operationaltasks without the delays of moving the physical files from desk-to-desk.
“A claims advisor can review a file while somebody else in a different
office can simultaneously access the same document, providing theirpermissions are set appropriately,” noted David Panteluk, manager ofsystem development with AMA. He described revised document management procedures at all stages of the insurance process:“Customers come in tobuy a policy from us andwalk away a few minutes
later with the documents
they need.”David Panteluk

Manager of System Development
AMA

Alberta Motor Association re-paves document system for increased business traffic

Sales—Frontline agents use the in-house system for point-of-saletransactions. Policy documents are created, then stored in and retrievedfrom Content Suite. “Customers come in to buy a policy from us
and walk away a few minutes later with the documents they need,”
Panteluk said.
Underwriting—Back office personnel use the system for underwriting
insurance risk. They link directly from policy transactions to viewsupporting documents within Content Suite.
Claims management—Claim advisors use the system to confirm insurance coverage; to settle claims, appraisers upload files, such as photos
and reports and advisors access all files through Content Suite.
As an add-on to Content Suite, AMA uses content-centric applications
OpenText™ Brava!™ for Content Suite to ease collaboration and OpenText™
WebReports, to configure and automate real-time dashboards and integrated reporting. The provider plans to leverage other ECM capabilities
from OpenText Content Suite, including records management and archiving.

Documents within minutes supports more business

By re-paving document back roads, AMA is increasing and expediting
traffic flow on the sales and processing fronts. “Historically, retrieving
a document would take two weeks on average and occasionally up tothree months. Compare that with today, where documents are available
in real time and put to use within minutes,” Panteluk said.
Efficiency translates into fewer personnel handling more demands inshorter timeframes—all enhancing service to members, AMA’s constantfocus. Results are apparent across the insurance operation:

Sales—An agent sells a policy, signed and supporting documents arescanned at the agency and entered into a workflow for verification.
“Within an hour or two, there is digital representation of all corresponding documentation in Content Suite, which is available acrossthe organization,” Panteluk noted. “That’s a big leap from where weused to be when it could take up to 90 days before those documents
were processed and available.”
Underwriting—“We don’t have file clerks running to retrieve files andstoring documents, but we’ve grown with the number of underwritersthat we have,” Panteluk said. “So, we’re able to do more business andto provide better support to our front-end advisors who are thenhelping our customers faster.”
Claims management—Due to tight integration between the claims casemanagement system and Content Suite, the days of file requests andmulti-day waiting periods are over. “That’s really helped our claims
process,” Panteluk noted. “Maintaining hard copies of our claims
documents was cumbersome and slow. Now we’re moving forwardwith a much faster, slicker and more efficient solution.” In fact, at one
time impossible with the previous document management system, AMA
professionals collaborate on documents within minutes or, at least, thesame day.
“Overall, we are improving our processes significantly,” Panteluk said.
“Our agents confidently speak with members around our document
retention and retrieval processes.” Such confident, immediate service
is available across the enterprise—all offices, regardless of wherepolicies are purchased, leverage the same document access to answer
customer questions.

“We’re able to do morebusiness and to provide
better support to ourfront-end advisors who
are then helping ourcustomers faster.
David Panteluk

Manager of System Development
AMA

Alberta Motor Association re-paves document system for increased business traffic

AMA continues to observe cost-savings afforded by digital management. For instance, mailing costs are drastically reduced and thecompany re-purposed a 300-square-foot file room to office space forstaff members, many of whom accepted paperless systems readily.
“We’re hearing positive responses that show they trust OpenText
Content Suite,” Panteluk said. Wasted time and difficulty to locate
files is gone and word is getting out: other AMA operating companies
including Driver Education, Roadside Assistance and Membership want
to upload documents to Content Suite as well.

The most important result for AMA is member benefits. “With the integration between our production system and OpenText Content Suite, ouremployees don’t have to work as hard on processes, they can focus
on serving the customer,” Panteluk said. “We’re creating value by being
able to serve our members better.”

About OpenText

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enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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