CRAFT 7 document management system for insurance companies

17/01/2017 printable version

CRAFT 7, the latest version of the CRAFT document management system, has several new components and offers plenty of new functions for structured registration of documents, administration management and cooperation with other systems. By relying on them, businesses like insurance companies, which have to deal with high document turnover volumes and related administration processes, can significantly simplify their processes and document management tasks while also making them much more transparent.

Introduction

Insurance companies and financial institutions have been using our CRAFT document management systems for more than 15 years. The system creates digital document images, files them and supports all document administration tasks. Different system modules support several document management tasks such as keeping records of physical documents, moving them with the use of transfer lists, archiving and lending them, and keeping structured records of digitised documents in dossiers sorted according to various aspects. The system provides uniform management of documents received in hard-copy form or through different electronic channels (email, fax, file upload).

The system has been upgraded multiple times since its first release. As a result of these upgrades, now it offers access to the most recent technologies, the user interface has been adapted to new operating system environments and functionalities, and system functionality is also improved on a continuous basis. CRAFT 7 is the latest version of the system. Switching over to a new version always gives an opportunity to also renew the given company's document management practices and processes and - relying on the capabilities of the CRAFT system and in cooperation with other systems - to implement a document management system and document management practises tailored to the needs of the customer. This is what happened during the recent system upgrade at Vienna Life Insurance Company (formerly, AXA Insurance Company).

Well-structured document records

Building on the partner dossier and product dossier concepts integrated into our system, we implemented a dossiers system, which allows keeping well-structured records and provides an easy solution to get an overview of and access all documents associated with a specific customer or policy by simply browsing the dossier hierarchy. Partner dossiers are used to store the relevant details of customers, agents, suppliers etc. and link them to the associated documents. Generally, they are created automatically, based on data retrieved from the insurance company's data records. Specific insurance policies are associated with so called product dossiers, which are used to maintain the link with the documents associated with the policy. Policy dossiers are assigned to the contracting partner's dossier, and can also be associated with partner dossiers of other parties linked to the policy (insured party, beneficiary). Users can define different product dossiers with custom data content for different insurance products. The structure of the table of contents and the expected document types can also be defined for each dossier. Similarly to partner dossiers, product dossiers are also created automatically based on the insurance company's data records. The overwhelming majority of incoming documents are filed by recording the identifier of the relevant product dossier. The system will use that information to automatically complete the filing details with data retrieved from the relevant partner dossier and document type template, and then it places the document in the appropriate dossier.

 

Workflow management

The system performs all workflow management processes associated with specific documents based on predefined case templates. Case templates are created by properly authorised specialists of the insurance company. These templates include a description of the workflow, names of the units, user groups or administrators responsible for carrying out specific tasks, the deadlines, escalation processes etc. The functions set provided by the system allows defining automatically evaluated conditional constructs, forwarding conditions, instructions associated with specific steps and automatically executed instructions. These definitions allow using and filling in custom data fields associated with the case but one can also refer to specific data in the initial case document. Customers can also use these workflow functions to implement cooperation with other systems, including data transmission, data receipt, waiting for events occurring in a different system etc. Case templates can also be used to manage such complex processes in a well-defined and in part automated manner as underwriting, surrendering, partial surrendering or complaint handling. Vienna Life Insurance Company is continuously extending the number of its cases handled through custom workflow management. The system uses the descriptions in case type templates to automatically launch relevant cases for incoming and filed documents.

 

Custom data content

Certain CRAFT 7 objects like documents, product dossiers and cases can have custom data content defined by a system user having appropriate privileges. The group of custom details can be defined in the appropriate templates (document type template, product dossier template, case template). An inheritance mechanism is also defined for custom data, so data recorded for a given document in the filing phase can be inherited by the case automatically launched related to the document. One can use the custom data content and the workflow engine operations supporting inter-system data exchange to easily record all information already available in the documents or generated during their processing, and to forward that information to the necessary professional systems. In addition to that, information to support the workflow can also be retrieved from professional systems and be displayed.

 

SOA architecture

The CRAFT 7 system puts great emphasis on cooperation with other systems, therefore, it is equipped with all means facilitating easy integration into environments where different systems provide services to other systems and use the services provided by other systems (Service-Oriented Architecture, SOA). Our system is capable of using WebService services based on either standard SOAP messages or any custom message formats. The WebService module of the system provides services to store and file documents, to store images, and also to retrieve dossiers, documents and related images stored in the system. In addition to that, it allows implementing custom services.

 
 
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