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Winners - Life Insurance Innovation award - November 08, 2016

"Most Innovative Actuarial / Risk Consultancy Services Provider Of The Year” The Life Insurance International awards For use of Big Data in MUMS and MUBA services The Life Insurance International awards were announced on November 17th at a Gala dinner in London ...

Contact

0800 028 0236
info@morganash.com

Systems

We have multiple systems to manage our services, they are focused around three core Systems:

MARTIN (MorganAsh Real-Time Information Network)

A secure web based case management system for the efficient management of cases through the interview and on-line processes.

MARBLE

An omni-engine for managing on-line applications, rules and interviews across multiple platforms

MERLIN (Medical Evidence Requests online)

A secure and robust web based system to allow Insurers and third parties to request medical evidence.

MARTIN - Case Manager

MARBLE - Omni engine

The MorganAsh Omni-engine (or multi-channel engine) is designed to enable the user to interact in multiple ways. This could be on-line, by phone, iPad, Webchat, web help etc. Further the user will be able to change their method of interaction as they progress through the customer journey.

MARBLE is the MorganAsh Omni-engine and administration tool that:

  1. Runs interview scripts for Tele-interviews and Tele-Underwriting
  2. Runs on-line application forms
  3. Is a web based, multi-user administration tool allowing script and rule builders to collaborate on building interview and on-line scripts from different locations.
  4. Is built in modern .Net MVC architecture, on SQL database, allowing easy integration
  5. Is open with no proprietary coding requirements, and using standard Microsoft technologies.
  6. Makes editing scripts easy with “drag and drop”
  7. Is run over the internet as a SaaS (Software as a Service)
  8. Enables consumers and brokers to switch between tele-interviews and on-line transactions
  9. Is able to run on multiple internet ready devices, iPad, smart phone etc.
  10. Is multi lingual – allowing interviews or on-line applications to be presented in multiple languages, while the basic design of the scripts and rules is managed in English
  11. Is Multi-user, enabling multiple people to work together across countries
  12. Includes full audit trail of every change made to each question/rule and full version control to control which changes are released
  13. Includes re-use of scripts and rules across multiple scripts and territoriesIs independent of any reinsurer, while being able to accommodate rules and underwriting methodology from all reinsurers.
  14. Separates the question flow from the decision rules (this is vital for allowing engaging consumer journeys)
  15. Integrates with MARTIN to manage cases through the Interview process
  16. Includes filters so every customer journey can be different – personalised process for personalised underwriting
  17. Is scalable, secure & resilient

 

MARBLE architecture

Marble has some important architectural features that distinguish it from other offerings in the market.

Separating flow rules and decision rules

A key architectural design of MARBLE is the principle to separate the flow rules of the questions from the decision rules of the underwriting decision. This is a major limitation of some of the other commercial tools. Flow rules are rules that control the order of questions, decision rules are the underwriting decision rules applied as a result of the combination of answers received.

Separating the flow rules from the decision rules means the order of the data collection is not determined by the underwriting decision rule. Hence, the data can be collected in the order suitable for the consumer or adviser and this is not dictated by the order of the underwriting rule design. While this does take longer initially to build, it has the advantage:

  • To free up the user experience to suit the consumer journey
  • Enables complex rules using different information to be built, regardless of the order the questions are asked
  • Enables indicative, or quick underwriting to be used, during the consumer journey, instead of waiting for the end of all questions to be completed
  • Can make decisions on information gathered from multiple sources, i.e. Big Data and an application form.

Audit record

Every edit within the MARBLE tool is recorded. Hence there is a full audit available on every change and edit of the script. This is important when managing large projects and with multiple inputs and edits from different people.

Every transaction is also recorded, so we know the time and date of every input. For on-line applications, this is vital to understand the customer's journey, and when and where they got delayed or held up in the question process.

Re-use and version control

As the human body and the conditions it suffers from are the same for all products and different locations, the scripts for underwriting, although different, re-use the same components. Marble is built to re-use these components. Hence questions, answers and rules can be re-used across multiple installations.

MARBLE already includes detailed questionnaires for most major conditions, lists of medication, occupations and countries that can be re-used in each project.

Consequently, customers are able to re-use these components across all the different projects, re-using good practice, rather than building from scratch in each project.

Web based multi-user tool

The MARBLE admin tool is a multi-user, easy to use, web based tool, so teams in different countries can collaborate on projects, share information, and make edits.

This is far superior to other systems, where people print off long spread sheets, draw Visio diagrams, and then a separate team input the edits for later approval.

Every edit is logged by time and by the individual user, and powerful version control allows the acceptance or rejection of each edit.

Each change can be viewed in the data capture session, so checking the edit works as intended.

MARBLE testing

The MARBLE test suite uses proprietary tools to run simulated tests of cases.

Tests are built up during the script and rule building phase. When small changes are made these tests can be re-run automatically, thus speeding up the change management process.

MARBLE reporting

MARBLE output is stored within a standard SQL database. Reporting can therefore use any standard SQL reporting tools. MorganAsh use SSRS (SQL Server Reporting Services) which are standard Microsoft reporting tools.

This results in great flexibility in reporting, and as standard tools are used, there is a minimal learning curve to provide such tools.

As a SaaS model is used, MorganAsh will normally provide standard and bespoke reports for each project.

 

 

MERLIN - Underwriting Manager

Merlin

Merlin (Medical Evidence Requests onLINe) is a secure and robust web based system to allow Insurers and third parties to request medical evidence.

For outsource Underwriting

Our system allows for the submission of cases, evidence requests and uploading of evidence which is then passed to our experienced Underwriters and Claims Assessors for consideration.

Once available the underwriting or claims decision can then be communicated directly and securely to the Insurer via Merlin's website and MI can be produced to keep track of information such as turnaround times, decision trends, medical fees, etc

For outsource Claims Underwriting

Merlin can also be used as a fully outsourced tool for both Underwriting and Claims departments as it has the facilities in place to save confidential notes/evidence, chase evidence requests, produce documentation, etc

Configure for your business

Merlin can be 'tailor made' to suit your company's needs with company specific documentation, chaser rules, evidence types, etc being programmed. Access is also restricted to individuals who hold the correct permissions allowing for secure storage of sensitive information.

MERLIN - Functionality in Detail

MERLIN includes the following functionality:-

Underwriting

  • Secure Logging In using SSL
    • Password Maintenance
    • User access restrictions
  • Create and Maintain an Intermediary
  • Create and Maintain an Employer
  • Create and Maintain a Scheme
  • Create and Maintain Medical Expert Panel
  • Create and Maintain Reinsurers
  • Create and Maintain a Policy
  • Create and Maintain an Underwriting Case
    • Search For a Case
    • Create/Edit/Delete a Case
    • Link existing cases previously entered on MERLIN
    • Link Joint Life cases
  • Create and Maintain Evidence for an Underwriting Case
    • Request New Evidence
    • Automated chaser report
    • Receive/Cancel Evidence requests
    • View Existing Evidence
    • View Evidence Reports
  • Upload Evidence Reports
  • Letter Templates for evidence requests or ad hoc correspondence
  • Payment Facility for management of medical evidence/third party fees
  • Production of finance reports for MI and invoicing
  • Create and Maintain Notes for an Underwriting Case
    • Create a New Note
    • View Existing Notes
    • Delete Underwriting Notes
    • Private Notes for confidential medical information
  • Making a Decision for an Underwriting Case
  • Production of decision reports for MI
  • Email notifications advising evidence receipt, new case creation etc
  • Third party (e.g. internal sales force) access for case status updates, decisions etc

Claims

  • Creating and Maintaining a Claim Case based upon product
    • Searching For A Case
    • Creating/Editing A Case
    • Delete A Case
    • Searching for previous underwriting case evidence and notes
  • Creating and Maintaining Evidence for a Claim Case
    • Requesting New Evidence
    • Automated chaser report
    • Receive/Cancel Evidence requests
    • Viewing Existing Evidence
    • Viewing Evidence Reports
    • Automated File Collector to collate all medical evidence if being sent to a third party (e.g. reinsurer, IME, etc)
  • Uploading Evidence Reports
    • Letter Templates for evidence requests or ad hoc correspondence
  • Payment facility for management of medical evidence/third party fees
  • Payment facility for benefit payment
  • Production of finance reports for MI and invoicing
  • Reinsurance treaty maintenance
  • Creating and Maintaining Notes for a Claims Case
    • Create a New Note
    • Viewing Existing Notes
    • Delete Claim Notes
    • Private Notes for confidential medical information
  • Making a Decision for a Claim Case
  • Enquiring on the Status of Claims Cases
  • Automated review notification for long term incapacity claims
  • Email notifications advising evidence receipt, new case creation etc

Configuration

Within MERLIN many aspects can be configured to suit individaul processes including:

  • All letters and correspondence
  • To members
  • To doctors and medical professionals
  • Diary system providing automated notification:
    • For chasing outstanding information from medical professionals or third parties
    • For chasing outstanding information from client/claimants
  • Company specific products
  • Underwriting decisions available (e.g. maximum rating)
  • Reinsurance treaties
  • User access and maintenance
  • Case ID

Hosted systems

MorganAsh will provide a dedicated virtual server within a secure data centre.

Security

The service and system is secure using SSL (128Byte encryption)

Back up

All data will be backed up to separate servers on a daily basis, to an alternative site. Hence providing sufficient disaster recovery should errors or bugs occur in the database or hardware.

E-Signatures

Improving the customer journey - speeding up the underwriting process

 

E-signature (electronic signature) is now a well established technology accepted globally by many industries.

Having improved the customer journey with online, POS systems and Tele-Underwriting, insurers and their customers continue to face delays when the collection of a wet signature is still required.

The handling of paper forms is costly, inefficient and antiquated, and the traditional wet signature can be forged, copied and in many cases has no means of validation.

MorganAsh is introducing electronic signatures in parts of their business process to improve the customer service and speed of delivery.

Benefits of Electronic signature:

In addition to saving time and money on paper and postage, the electronic signature process provides many further benefits:

  1. Speed:- less time is spent posting and awaiting the return of the signed document
  2. Security:- the electronic signature is uniquely linked to the signatory, and the digital encryption ensures that the signature cannot be altered
  3. Compliance:- every activity and time frame surrounding the document is captured and recorded in a full electronic audit
  4. Efficiency:- no paper, postage or storage is required, Digital copies of all documents are stored electronically.

Background

E-signatures are now well established in law and in practice. In Europe, the first Directive on a Community framework for electronic signatures dates back to 1999. In the UK, E-signature is described and regulated by the Electronic Communications Act 2000 and the Electronic Signatures Regulations 2002.

 

The MorganAsh electronic signature is an advanced electronic signature, as defined by the UK Electronic Signature Regulations 2002. The signature appears in form of a QR Code.  A QR code is a type of matrix barcode containing information about the item to which it is attached.

The information in the QR Code used for the advanced electronic signature is compliant with the Act and regulations as above and contains:

  • The date and time the document was signed
  • The IP address
  • The browser used
  • The email connection

After being generated with these details and placed in the document as the signature, the QR Code cannot be altered.

 

We have multiple systems to manage our services, they are focused around three core Systems:

MARTIN (MorganAsh Real-Time Information Network)

A secure web based case management system for the efficient management of cases through the interview and on-line processes.

MARBLE

An omni-engine for managing on-line applications, rules and interviews across multiple platforms

MERLIN (Medical Evidence Requests online)

A secure and robust web based system to allow Insurers and third parties to request medical evidence.



The MorganAsh Omni-engine (or multi-channel engine) is designed to enable the user to interact in multiple ways. This could be on-line, by phone, iPad, Webchat, web help etc. Further the user will be able to change their method of interaction as they progress through the customer journey.

MARBLE is the MorganAsh Omni-engine and administration tool that:

  1. Runs interview scripts for Tele-interviews and Tele-Underwriting
  2. Runs on-line application forms
  3. Is a web based, multi-user administration tool allowing script and rule builders to collaborate on building interview and on-line scripts from different locations.
  4. Is built in modern .Net MVC architecture, on SQL database, allowing easy integration
  5. Is open with no proprietary coding requirements, and using standard Microsoft technologies.
  6. Makes editing scripts easy with “drag and drop”
  7. Is run over the internet as a SaaS (Software as a Service)
  8. Enables consumers and brokers to switch between tele-interviews and on-line transactions
  9. Is able to run on multiple internet ready devices, iPad, smart phone etc.
  10. Is multi lingual – allowing interviews or on-line applications to be presented in multiple languages, while the basic design of the scripts and rules is managed in English
  11. Is Multi-user, enabling multiple people to work together across countries
  12. Includes full audit trail of every change made to each question/rule and full version control to control which changes are released
  13. Includes re-use of scripts and rules across multiple scripts and territoriesIs independent of any reinsurer, while being able to accommodate rules and underwriting methodology from all reinsurers.
  14. Separates the question flow from the decision rules (this is vital for allowing engaging consumer journeys)
  15. Integrates with MARTIN to manage cases through the Interview process
  16. Includes filters so every customer journey can be different – personalised process for personalised underwriting
  17. Is scalable, secure & resilient

 

MARBLE architecture

Marble has some important architectural features that distinguish it from other offerings in the market.

Separating flow rules and decision rules

A key architectural design of MARBLE is the principle to separate the flow rules of the questions from the decision rules of the underwriting decision. This is a major limitation of some of the other commercial tools. Flow rules are rules that control the order of questions, decision rules are the underwriting decision rules applied as a result of the combination of answers received.

Separating the flow rules from the decision rules means the order of the data collection is not determined by the underwriting decision rule. Hence, the data can be collected in the order suitable for the consumer or adviser and this is not dictated by the order of the underwriting rule design. While this does take longer initially to build, it has the advantage:

  • To free up the user experience to suit the consumer journey
  • Enables complex rules using different information to be built, regardless of the order the questions are asked
  • Enables indicative, or quick underwriting to be used, during the consumer journey, instead of waiting for the end of all questions to be completed
  • Can make decisions on information gathered from multiple sources, i.e. Big Data and an application form.

Audit record

Every edit within the MARBLE tool is recorded. Hence there is a full audit available on every change and edit of the script. This is important when managing large projects and with multiple inputs and edits from different people.

Every transaction is also recorded, so we know the time and date of every input. For on-line applications, this is vital to understand the customer's journey, and when and where they got delayed or held up in the question process.

Re-use and version control

As the human body and the conditions it suffers from are the same for all products and different locations, the scripts for underwriting, although different, re-use the same components. Marble is built to re-use these components. Hence questions, answers and rules can be re-used across multiple installations.

MARBLE already includes detailed questionnaires for most major conditions, lists of medication, occupations and countries that can be re-used in each project.

Consequently, customers are able to re-use these components across all the different projects, re-using good practice, rather than building from scratch in each project.

Web based multi-user tool

The MARBLE admin tool is a multi-user, easy to use, web based tool, so teams in different countries can collaborate on projects, share information, and make edits.

This is far superior to other systems, where people print off long spread sheets, draw Visio diagrams, and then a separate team input the edits for later approval.

Every edit is logged by time and by the individual user, and powerful version control allows the acceptance or rejection of each edit.

Each change can be viewed in the data capture session, so checking the edit works as intended.

MARBLE testing

The MARBLE test suite uses proprietary tools to run simulated tests of cases.

Tests are built up during the script and rule building phase. When small changes are made these tests can be re-run automatically, thus speeding up the change management process.

MARBLE reporting

MARBLE output is stored within a standard SQL database. Reporting can therefore use any standard SQL reporting tools. MorganAsh use SSRS (SQL Server Reporting Services) which are standard Microsoft reporting tools.

This results in great flexibility in reporting, and as standard tools are used, there is a minimal learning curve to provide such tools.

As a SaaS model is used, MorganAsh will normally provide standard and bespoke reports for each project.

 

 


Merlin

Merlin (Medical Evidence Requests onLINe) is a secure and robust web based system to allow Insurers and third parties to request medical evidence.

For outsource Underwriting

Our system allows for the submission of cases, evidence requests and uploading of evidence which is then passed to our experienced Underwriters and Claims Assessors for consideration.

Once available the underwriting or claims decision can then be communicated directly and securely to the Insurer via Merlin's website and MI can be produced to keep track of information such as turnaround times, decision trends, medical fees, etc

For outsource Claims Underwriting

Merlin can also be used as a fully outsourced tool for both Underwriting and Claims departments as it has the facilities in place to save confidential notes/evidence, chase evidence requests, produce documentation, etc

Configure for your business

Merlin can be 'tailor made' to suit your company's needs with company specific documentation, chaser rules, evidence types, etc being programmed. Access is also restricted to individuals who hold the correct permissions allowing for secure storage of sensitive information.

MERLIN includes the following functionality:-

Underwriting

  • Secure Logging In using SSL
    • Password Maintenance
    • User access restrictions
  • Create and Maintain an Intermediary
  • Create and Maintain an Employer
  • Create and Maintain a Scheme
  • Create and Maintain Medical Expert Panel
  • Create and Maintain Reinsurers
  • Create and Maintain a Policy
  • Create and Maintain an Underwriting Case
    • Search For a Case
    • Create/Edit/Delete a Case
    • Link existing cases previously entered on MERLIN
    • Link Joint Life cases
  • Create and Maintain Evidence for an Underwriting Case
    • Request New Evidence
    • Automated chaser report
    • Receive/Cancel Evidence requests
    • View Existing Evidence
    • View Evidence Reports
  • Upload Evidence Reports
  • Letter Templates for evidence requests or ad hoc correspondence
  • Payment Facility for management of medical evidence/third party fees
  • Production of finance reports for MI and invoicing
  • Create and Maintain Notes for an Underwriting Case
    • Create a New Note
    • View Existing Notes
    • Delete Underwriting Notes
    • Private Notes for confidential medical information
  • Making a Decision for an Underwriting Case
  • Production of decision reports for MI
  • Email notifications advising evidence receipt, new case creation etc
  • Third party (e.g. internal sales force) access for case status updates, decisions etc

Claims

  • Creating and Maintaining a Claim Case based upon product
    • Searching For A Case
    • Creating/Editing A Case
    • Delete A Case
    • Searching for previous underwriting case evidence and notes
  • Creating and Maintaining Evidence for a Claim Case
    • Requesting New Evidence
    • Automated chaser report
    • Receive/Cancel Evidence requests
    • Viewing Existing Evidence
    • Viewing Evidence Reports
    • Automated File Collector to collate all medical evidence if being sent to a third party (e.g. reinsurer, IME, etc)
  • Uploading Evidence Reports
    • Letter Templates for evidence requests or ad hoc correspondence
  • Payment facility for management of medical evidence/third party fees
  • Payment facility for benefit payment
  • Production of finance reports for MI and invoicing
  • Reinsurance treaty maintenance
  • Creating and Maintaining Notes for a Claims Case
    • Create a New Note
    • Viewing Existing Notes
    • Delete Claim Notes
    • Private Notes for confidential medical information
  • Making a Decision for a Claim Case
  • Enquiring on the Status of Claims Cases
  • Automated review notification for long term incapacity claims
  • Email notifications advising evidence receipt, new case creation etc

Configuration

Within MERLIN many aspects can be configured to suit individaul processes including:

  • All letters and correspondence
  • To members
  • To doctors and medical professionals
  • Diary system providing automated notification:
    • For chasing outstanding information from medical professionals or third parties
    • For chasing outstanding information from client/claimants
  • Company specific products
  • Underwriting decisions available (e.g. maximum rating)
  • Reinsurance treaties
  • User access and maintenance
  • Case ID

Hosted systems

MorganAsh will provide a dedicated virtual server within a secure data centre.

Security

The service and system is secure using SSL (128Byte encryption)

Back up

All data will be backed up to separate servers on a daily basis, to an alternative site. Hence providing sufficient disaster recovery should errors or bugs occur in the database or hardware.


Improving the customer journey - speeding up the underwriting process

 

E-signature (electronic signature) is now a well established technology accepted globally by many industries.

Having improved the customer journey with online, POS systems and Tele-Underwriting, insurers and their customers continue to face delays when the collection of a wet signature is still required.

The handling of paper forms is costly, inefficient and antiquated, and the traditional wet signature can be forged, copied and in many cases has no means of validation.

MorganAsh is introducing electronic signatures in parts of their business process to improve the customer service and speed of delivery.

Benefits of Electronic signature:

In addition to saving time and money on paper and postage, the electronic signature process provides many further benefits:

  1. Speed:- less time is spent posting and awaiting the return of the signed document
  2. Security:- the electronic signature is uniquely linked to the signatory, and the digital encryption ensures that the signature cannot be altered
  3. Compliance:- every activity and time frame surrounding the document is captured and recorded in a full electronic audit
  4. Efficiency:- no paper, postage or storage is required, Digital copies of all documents are stored electronically.

Background

E-signatures are now well established in law and in practice. In Europe, the first Directive on a Community framework for electronic signatures dates back to 1999. In the UK, E-signature is described and regulated by the Electronic Communications Act 2000 and the Electronic Signatures Regulations 2002.

 

The MorganAsh electronic signature is an advanced electronic signature, as defined by the UK Electronic Signature Regulations 2002. The signature appears in form of a QR Code.  A QR code is a type of matrix barcode containing information about the item to which it is attached.

The information in the QR Code used for the advanced electronic signature is compliant with the Act and regulations as above and contains:

  • The date and time the document was signed
  • The IP address
  • The browser used
  • The email connection

After being generated with these details and placed in the document as the signature, the QR Code cannot be altered.

 


Winners - Life Insurance Innovation award - November 08, 2016

"Most Innovative Actuarial / Risk Consultancy Services Provider Of The Year” The Life Insurance International awards For use of Big Data in MUMS and MUBA services The Life Insurance International awards were announced on November 17th at a Gala dinner in London ...

Contact

0800 028 0236
info@morganash.com