Editor's Note: Claims' staff is profiling several speakers who will dispense knowledge and offer insights during this year's ACE America's Claims Event, which is being held from June 1-3, 2009, at Caesars Palace in Las Vegas, Nev. We continue coverage by interviewing Marcie Molek and Mark McGillivray, both assistant vice presidents in the Claims organization at Allstate, who will jointly deliver a presentation on June 3, 2009.

Today, insurers adopt various strategies to streamline claim processes and heighten the customer experience, often tweaking certain operational aspects or upgrading technology platforms. At first, any type of change can seem daunting, as executing even slight modifications requires fastidious planning. Also necessary is an aligned leadership group able to help team members develop an understanding of newly instated practices, intended outcomes, unintended outcomes, and how they might impact the organization.

As Marcie Molek and Mark McGillivray, assistant vice presidents in the Claims organization of Allstate, will explain at a joint presentation titled, "Managing Change While Modernizing," successful modernization also hinges on embracing the process and dealing with ongoing challenges that invariably persist long after the initial implementation. "We've learned that implementation is just the beginning," said Molek.

Both Molek and McGillivray will share insights gleaned during the complete technology and process overhaul Allstate initiated about four years ago. In 2005, the insurer saw an opportunity to gain a competitive advantage based on years of solid results. In response, Allstate decided to replace all legacy systems with a custom-built solution: the Next Generation Claim Systems program, or "Next Gen."

By conservative estimates, this change directly impacted 17,000 employees and altered virtually all aspects of the insurer's claim operations. Although the majority of the transition has been completed, enhancements continue, and the insurance giant is still finding ways to leverage and optimize functionalities. Allstate reports that it is already benefiting from phasing in the technology. After a series of severe storms, the insurer was able to respond more quickly to policyholders because of newly streamlined processes.

As leaders and practitioners in the field, Molek and McGillivray will offer realistic takeaways. Discussion topics will include developing contingency plans; gaining value after implementation; working with a strong governance model; and educating and preparing leaders of change while involving as many stakeholders as possible.

They will also emphasize project management skills and the appropriate melding of formal and informal channels of communication to ensure ongoing alignment. Of special note are maxims related to steering large-scale systemic change. For instance, McGillivray cautions those pondering organizational and technological change to "expect imperfection" and make flexible plans, adding that success depends on a company's ability to remain somewhat malleable as needs fluctuate.

Special Reports /

ACE Preview: Allstate Steers Large-Scale Change

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