Underwriting Just Got Easier: Technology Integration At Unitrin Direct Enhances Customer Service

Anyone who has worked in an underwriting office understands the challenges of managing files, processing underwriting documents efficiently, keeping track of agents and clients on the move, and making sure customers are happy. Unitrin Direct, based in Chicago, Illinois and with offices in multiple states, recently made these processes easier by integrating diverse technologies and leveraging their effectiveness to offer faster and better service. Their vision and success resulted in the company receiving the Insurance Accounting and Systems Association (IASA) Technology Achievement Award in 2007. This was merely the beginning of what Unitrin Direct plans to accomplish as they enhance services to their customers.

Unitrin Direct, an insurer that sells direct-to-consumer automobile and homeowners insurance in 25 states, is a rapidly expanding company that conducts its business over the Web, by telephone and by using tools such as strategic partner sites to gain new business. Initially, management had a vision to expedite services by automating the processing of returned mail, incomplete customer submissions, and pursuit of signatures that were required on underwriting documents. By integrating digital workflow with their third-party automated call system, policy management software, third-party capture and indexing provider, claims management system, and data review criteria stored on their Web page, the company aimed to leverage the value of each of these technologies and do more work, faster. This increased efficiency has enabled the company to continue to grow without adding staff, and it has positioned Unitrin Direct to handle future growth effectively.