Earlier today, Digital Bulletin released the April edition of their e-Magazine with Innovation Group covered as the headline article. Mike Hinton (CTO) and Andrew Considine (CRO) were interviewed for the article and both outlined the digital transformation journey the company has been travelling for the previous 3 years, the development of the Group’s strategic technology platform in partnership with Microsoft, and their thoughts on the future of the Insurance industry, InsureTech and the impact of our switch to a technology-led organisation.
The business landscape is evolving at quite a rate. A sharp focus on technology is seeing organisations dig up their roots and sow fresh seeds for a future dominated by digital.
Hinton and Considine knew that making Gateway cloud-native was the only option if Innovation Group wanted to meet its global requirements through a single platform. It chose Microsoft Azure as its cloud partner, Hinton having enjoyed a positive experience with Azure in a previous role.
Innovation Group worked closely with Microsoft from the very beginning and Gateway leverages a number of its PaaS (Platform-as-a-Service) products to deliver complete application performance out of Azure, from the security layer with Microsoft ADFS to continuous integration through CI/CD and database services with SQL and BlobStorage.
“When these services are readily available and served to you on Azure as PaaS products, it enables you to transform quicker. I think the speed of transformation was absolutely key to Innovation Group in terms of achieving its goals,” explains Hinton, who also highlighted the number of Azure Availability Zones worldwide as an important factor.
“The partnership with Microsoft works because not only have they got good tech that we can use, but from a relationship perspective, we’ve got executive sponsors right at the top in the UK, going all the way down to engineering resources out in Redmond. That enables us to implement their products very quickly and it enables us to solve issues very quickly.”
Gateway exists to offer end-to-end management to every stakeholder involved in an insurance claim, from FNOL (First Notice of Loss) to settlement. Policyholders are able to log a FNOL from any device, with Gateway recommending certified body shop or home repair contractors based on factors such as location, quality of service and customer preference. All parties are then able to monitor the progression of the claim through to completion.
Innovation Group says the platform is built on the principles of “simplicity, connectivity and collaboration” and that it fits the future of an insurance industry intent on putting customer service at its heart. Automation is the glue that holds Gateway together, with a number of previously manual processes now automated and enabling huge strides in operational efficiency.
“Previously, a lot of the operational processes were being managed through call centres and there was a lot of hand holding of policyholders and customers. With a single platform, we’re able to bring automation into that entire journey,” outlines Considine. “We’ve moved from a very manual environment into one where we have centres of excellence, where we’ve got app support and experts who are able to guide the customer through the journey.”
The full article can be found here: https://www.digitalbullet.in/casestudies/technology/2020/april/innovation-group/bringing-innovation-to-insurance/
Digital Bulletin, a global technology media agency, has featured an article written by our CTO, Mike Hinton, explaining how we are continuing to deliver critical services to our clients and partners globally, whilst in the midst of the enormous disruption caused by the Covid-19 crisis.
Covid-19 has changed the way we look at remote working and has possibly changed the way we will work in the future for good. Microsoft Azure is helping us to meet this epic challenge.
In every one of our operating regions governments have, quite rightly, enforced work to be completed from home, so we’ve had to think carefully and quickly implement solutions that not only enable us to provide continuous service but to do so in a scalable and secure manner. By utilizing Microsoft’s Azure Windows Virtual Desktop (WVD) and app virtualisation services we’ve been able to provide our BPO centres around the world the ability to work remotely in a matter of days. This means we have continued to support our customers without a break in service whilst putting the health and safety of our people first.
Technology-enabled remote working
Windows Virtual Desktop (WVD) was identified as an effective solution to standardise our remote working requirements around the world, aligned with our core technology strategy. We began a successful pilot programme in January 2020 in partnership with our German business, but following the identification of COVID-19 as a business risk this programme was rapidly expanded across the globe. We now have almost a third of our global workforce currently utilising WVD across all lines of business – from call centre to finance. As the global coronavirus situation develops over the coming days we will be looking at up to 100% utilisation across the workforce.
Our deployment is easily and quickly scalable in response to ever-changing requirements; from a simple office closure in normal times to a global pandemic like COVID-19. WVD is also deployed within regions to ensure data residency requirements are met and performance is optimum.
By being able to scale up platforms and remote working using Microsoft Azure’s various tools, in combination with Office 356 and Teams as our collaboration platform, I think the way we look at and see remote working in the future has changed already.
We are able to continue to support our customers in the most difficult of situations and put the protection of our people first. Our customers can rest assured that their data is secure and our people can focus being safe whilst continuing to provide a critical service. Not only that, we now have the capacity to take on more from our customers and help our industry leaders in insurance during these uncertain times, whether that be for short-term service or longer-term engagements. We are seeing better productivity as our people are safe and we are still able to deliver service quality in support of our clients’ own end customers.
The full article and more detail can be found on digital bulletin’s website: https://www.digitalbullet.in/thoughtleaders/technology/2020/march/surviving-covid-19/business-continuity-in-a-covid-19-world/
Innovation Group launched its rebranding today, which included a new visual identity for the Group, employee values and a new corporate website.
Commenting on the rebrand Tim Griffiths, Group CEO of Innovation Group, said: “Following the development of Gateway, our strategic platform, we are pleased to launch the rebranding of Innovation Group. The new brand reflects our status as a technology platform business supported by a world-class services capability.”
Gateway will revolutionise the claims experience for users and deliver benefits to clients by connecting their core systems and data environments with the supply chain.
Further detail on the Gateway technology platform is available here.
Big Data has been a topical issue for a number of years and as the need for integration increases so too does the need for adequate data storage and analytics. Data is a key driver within the Insurance industry as it forms the base on which key underwriting, claim and pricing decisions are made – whether it is new product development, product enhancements, product continuity or premium adjustments. As such, data integrity and accuracy is imperative.
In an industry marred by legacy issues, disparate storage and ineffective system integration the need for data cleansing and analytics is becoming vital to ensure future competitiveness.
But where does this process start?
Current legislation is being driven towards an empowered consumer. This consumer has a variety of choices and options, for which insurance companies must cater. As a result, data cleansing is essential, but it is vital to ensure that cleansed data conforms to a set standard.
The data cleansing process typically involves identifying, correcting and removing corrupt or inaccurate data from a database. In this process, the data to be cleansed needs to be identified. Following this, the necessary data firstly needs to be obtained and archived, and then replaced with current or up-to-date data. The updated data then needs to be standardised. Revisiting validation rules, which is the criteria used in the processing of data, is a necessity.
There have been significant advances in this regard. System solution providers are using validation rules for data capturing of information associated with products and policyholders, using structured processes. High value exists in this unstructured and semi-structured information, as it is an untapped resource for insurance companies.
Contributing to the existing challenge is the fact that, historically, there was no set of pre-existing industry rules. In order to rectify this, industry standards will need to be defined, agreed, formalized and complied with in the future.
In future, data cleansing may not be a major task if validation rules for applications are robust and comprehensive. From the beginning, data cleansing must result in data that can be imported or exported in a standard format. This idea for conformity will be further supported by the incoming Protection of Personal Information Act (POPI) legislation.
The significance of data cleansing cannot be ignored. The overall process may involve a degree of manual intervention to obtain the latest and most up-to-date information from consumers. But the value from this process translates into immediate benefits, such as improved and professional Customer Relationship Management (CRM), accurate premium structures and efficient claims processes.
The effective incorporation of data cleansing and validation rules can be achieved through the establishment of an industry committee. However, the organisations involved in this committee must be open to collaboration with competitors and business-to-business (B2B) partners. In the end, the aim will be the agreement by the industry to data standards at a database level, which will enable data to be secure, with no compromise in data integrity and ultimately a more effective use of data.
Innovation Group is pleased to announce the appointment of Malcolm Noyle as Key Account Manager.
With over 30 years’ experience in the Fleet and Insurance industry, Malcolm is a seasoned professional with a strong background in project management, strategy execution and business development. He has held senior roles at General Motors, Fleet Partners, and car sharing and mobility with Car2Go. His most recent role was City Manager at Smove Systems.
Malcolm will be working closely with the Innovation Group sales team to strengthen relationships within our key clients as well as developing strategies to on-board new clients and partnerships.
Commenting on his appointment, Drew Schnehage, Managing Director of Innovation Group Australia, said: “We are delighted to welcome Malcolm to our team. With his extensive industry experience, Malcom already has a good understanding of our clients’ requirements and will play a key role in ensuring we continue to understand and satisfy our clients’ needs.”
Malcolm added: “I am excited to be joining Innovation Group and look forward to building on the strong relationships that they already have and working with their clients to deliver great success and outcomes”
Innovation Group is pleased to announce its continued partnership with Tourism Holdings Limited (THL) following a successful 10-year relationship.
Innovation Group, a leading provider of accident claims management, will continue to exclusively provide end-to-end claims services to THL’s fleet of holiday rental vehicles.
THL General Manager, Kate Meldrum, said: “We are delighted to be continuing our longstanding relationship with Innovation Group. As the claims handler for THL, we rely on Innovation Group to help manage our vehicle repairs and ensure our rental operation runs smoothly across Australia. Drew and her team operate an outstanding service and we sincerely appreciate their support.”
Drew Schnehage, Managing Director at Innovation Group says, “At Innovation Group, we strive to deliver cost savings, additional efficiencies and exceptional service to our clients and our continued partnership with THL is a resounding endorsement of our claims capabilities. We are thrilled to have been a successful part of THL for the last decade, and we look forward to growing our relationship for many years to come.”
Now in its 14th year, the prestigious league table ranks Britain’s top-performing private mid-market growth companies by sales. The year’s 250 companies have generated combined sales of £66.7bn, up 18% from £56.7bn in the prior year. The companies had combined profits of £6.4bn, up 27% from £5bn, and almost two thirds (152) of the companies increased their profit margin.
The 2018 league table is aimed at identifying mid-market growth companies that have expanded by managing risk, choosing the right strategic options and that make a clear contribution to the communities in which they are based.
Making its Top Track 250 debut, Innovation Group was listed as one of four representatives of the insurance industry.
Tim Griffiths, Group CEO of Innovation Group, said: “Innovation Group’s ranking in the Top Track 250 illustrates the continued development of our business on a global scale. We work with many leading international brands in the insurance and automotive sectors and they’re clear that they need us to deliver to their customers wherever they might be in the world. Our breadth of capability and geographic reach gives us a unique appeal to clients and we’re grateful for their support in helping us to reach this important milestone.”
Innovation Group is pleased to announce the appointment of Drew Schnehage as Managing Director, Australia.
Drew, who has close to 30 years’ experience in the financial services industry, has been interim Managing Director since January 2019. She joins the team from Innovation Group South Africa where she headed up the commercial division in 2017. Prior to that, Drew was the CEO of Aquarius Underwriting Managers, a specialist UMA and multiple industry award recipient. Following on an acquisition by Hollard in 2014, Drew took on the responsibility of General Manager for personal lines and distribution.
Congratulating Drew on her appointment, Andries Van Staden, Group Chief Operating Officer, said: “We are delighted to announce Drew’s appointment within Innovation Group. Drew is a trusted and respected industry leader, and her proven track record and extensive experience will be invaluable in leading and supporting our Australian business”.
Drew commented: “I am thrilled to be joining the team in Australia and I can’t wait to be part of the growth journey ahead. I am excited by the opportunity to lead the business into its next phase of transformation and I look forward to continuing the great work already established by the team.”
Drew will be relocating to Melbourne, Australia with her family in June 2019.
Dealers to strengthen personal development for employees and boost business success
EMaC, the UK’s leading provider of Service Plan and consumer retention schemes to the automotive industry, is investing in its commitment to dealers with the launch of The EMaC Aftersales Academy. The all new – free – training programme, has been designed specifically for motor dealers to help them maximise aftersales opportunities for the benefit of the business, employees and consumers alike.
The launch of The EMaC Aftersales Academy will support dealers in equipping their teams with the right tools and knowledge to drive and build on consumer retention for the ongoing success of the business. It includes on-site workshops, webinars, incentives, hosted events and awards for star performers. The modules offer interactive group activities, discussions and self-directed learning to meet a range of learning styles and support an individual’s personal development.
To shape the Academy’s content, EMaC has drawn upon its experience of managing a live book of 1.7 million consumers and working with more than 2,000 dealers. Prior to its launch, EMaC conducted a pilot with its own employees to enable it to test and fine tune the training modules. This feedback was key in ensuring the content is relevant, engaging and accessible. Crucially, The EMaC Aftersales Academy has been designed to fit alongside a dealer’s own training programme, to fully maximise its return.
Snows Group, with over 50 franchised dealerships across the South and South West of England, is one of the first groups to participate in the EMaC Aftersales Academy. Director, Phil Maddison, explains: “We work hard to continually support a motivated team at Snows, enabling individuals across our franchises to be confident in delivering on our key strategic objectives. Without them, our business would not be the success it is, so it is vital that we give them something back. The new EMaC Aftersales Academy helps us achieve this.
“The training has been incredibly well received by everyone at every level. EMaC has delivered a holistic training programme that will benefit every element of our aftersales activity.
The staff members involved have also broadened their own skillset and the learning will contribute significantly to their ongoing personal development.
“We will definitely look to repeat this experience, with competition already mounting amongst employees to claim the ‘Rising Star’ and ‘Training Excellence’ awards.”
Colette Murray, Learning and Development Coordinator at The RRG Group, adds: “Here at The RRG Group, we have been working with Emma Sidley-Wiltshaw from EMaC on its new EMaC Aftersales Academy Development Programme for almost three months. We handpicked a selection of Senior Service Advisors from across the Group to attend four workshops over a four-month period. So far, they have attended two of the four workshops and the feedback has been really positive.
“All of the workshops have included new innovative ways of looking at positive experiences for our customers. Emma creates a great environment in which to learn and in turn this has resulted in full participation from all the delegates. Everyone has created ‘Learning Logs’ in order to take away action plans to develop back in the workplace. We are looking forward to the next one!”
Emma Sidley-Wiltshaw, EMaC’s Learning and Development Manager, concludes: “We understand the motor industry and the day-to-day challenges that dealers face. Market competition and consumer demands can distract the business from focusing on what’s needed to retain valued staff members.
“The EMaC Aftersales Academy has been designed to support our clients’ key assets, their people, by delivering an extensive learning and development programme. We are investing in supporting the success of our clients so that the only thing they need to invest in, is the time and commitment of their people.
“We are hugely excited to be launching The EMaC Aftersales Academy and working with dealers and their employees to enable them to reap the rewards the training delivers, both personally and professionally.”
On Friday 8 February 2019, Innovation Group North America announced the promotion of Courtney Watts to Vice President: Insurance Operations.
Courtney joined Innovation Group in 2008 and has held various senior and strategic roles within the group. In her most recent role, as manager for the Auto Insurance team, she has lead a strategic transformation of the team which included product change, process and system overhauls, technology adoptions and off-shoring.
In the newly created role, Courtney will report in to Peter Douglas, North American COO. She will assume overall responsibility for developing the North American property and auto teams whilst exploring opportunities to maximise operational efficiency and delivering exceptional customer service to our clients and partners.
Congratulating Courtney on her appointment, Peter Douglas said: “We are delighted to announce Courtney’s promotion within Innovation Group. Her dedication, passion and experience make her ideally suited for this role. Her focus on operational excellence, people growth and customer service will stand her in good stead in her new position.”
