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Insurance provider gains single view of customer information and optimizes business processes

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To reach its enterprise vision of digital information management, icare—the government insurance and care provider in New South Wales, Australia—has implemented an enterprise information platform. icare has chosen OnBase by Hyland, hosted in the Hyland Cloud. icare will begin the project in its largest division, which delivers insurance and care services to NSW Workers Compensation customers.

The insurance and care provider is creating a new business model, transforming one based on fragmented systems to one powered by a common platform and enabling an integrated view of the customer and service delivery. icare wanted to find an innovative technology that offers a single view of customer information and optimizes business processes, according to Hyland.

John Nagle, icare group executive, workers insurance, says, “The OnBase product provides an end-to-end records management and secure storage solution to manage our customer correspondence, policies and billing—linking them to claims and care delivery, as well as enabling secure access of information from the cloud. Their solution provides a fully integrated platform that gives our underwriters and billing staff a bird’s-eye view of the data they need to support employers and ultimately respond to injured workers in a timely manner.”

Nagle adds, “Hyland shows impressive insurance and health industry experience and has provided sound advice on how we can optimize OnBase within our business environment and successfully integrate it with our insurance lifecycle management software, Guidewire (guidewire.com).”

icare completed the first phase of its OnBase deployment in its workers’ compensation policy processes in April 2017. It has selected workers’ compensation claims processes for the second phase, implementing Guidewire ClaimCenter and OnBase simultaneously.

Ruth Fisk, global director of insurance at Hyland, says, “Utilizing the OnBase Ready for Guidewire accelerators for Guidewire InsuranceSuite, icare staff gain instant access to important information—improving decision-making for its workers’ compensation policies and claims and eliminating the need to search multiple applications, file shares or paper records.”

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