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WayPath Transitions ACG to New Insurance Platform and Generates New Documents for Expanding National Market

The Auto Club Group (ACG) is a Michigan-based insurance company and the second largest AAA club in North America. It belongs to the belongs to the national AAA Federation, which is committed to improving the lives of a combined 60 million members across North America through the highest level of customer service. In addition to auto insurance, ACG provides coverage for home and life insurance.

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    WayPath Transitions ACG to New Insurance Platform and Generates New Documents for Expanding National Market

    Seamless Development of Insurance and Billing Communications to Enrich Customer Experience (CX)

    Solution type: Customer Communications Management (CCM) 

    Primary goal: Forms Development During Insurance Platform Conversion 

    Tools used: OpenText Exstream  

    ABOUT ACG 

    Our client, The Auto Club Group (ACG) is a Michigan-based insurance company and the second largest AAA club in North America. It belongs to the national AAA Federation, which is committed to improving the lives of a combined 60 million members across North America through the highest level of customer service. In addition to auto insurance, ACG provides coverage for home and life insurance.  ACG provides membership, insurance, financial services, and travel offerings to nearly ten million customers across fourteen states as well as Puerto Rico, the U.S. Virgin Islands, and Quebec. Seeking to advance the freedom of mobility and improve traffic safety, ACG enables its members to map routes, identify gas prices, locate travel discounts, book hotels, and access AAA roadside assistance.   

    THE CHALLENGE 

    ACG needed a partner who would continue their forms development in OpenText Exstream as they worked through their conversion from a homegrown platform to the more modern Guidewire insurance platform. In particular, ACG required development of approximately 300 insurance and billing forms supporting Specialty Auto, Specialty Home, and Legacy Auto products. 

    THE WAYPATH APPROACH AND SOLUTION

    Key Elements of WayPath’s Solution  

    Our Team created the requirements, developed, and unit-tested the forms in scope using proprietary tools such our Document Layout Requirements (DLR) process and OpenText Exstream. Forms and documents were seamlessly integrated to support ACG’s newly deployed states of GA, FL, and TN on the Guidewire platform.   

    Tools Used  

    Using the DLR process alongside OpenText Exstream, WayPath demonstrated extensive process expertise and insight that enabled a substantial increase in conversion velocity from the initial deployment. WayPath was able to capture the business logic and messaging needed in order to develop the forms and documents in a timely manner whil working with the QA team to leverage the DLR to build out test cases. 

    THE RESULTS

    The project resulted in 100% conversions of forms in scope, and it is important to note that the deliverables were met before the required deadlines. WayPath’s team, combined with the Guidewire platform, provided ACG with increased customized engagement with customers, flexible innovations, and efficient growth.  

    ON THE HORIZON

    Moving forward, WayPath will continue to be flexible with our clients’ changing needs.  With tight deadlines, a lack of resources, and several iterations required to appease Brand, Legal, and Statutory, our team was flexible and responsive with this valued client. The conversion to a new platform flowed seamlessly, and ACG was able to experience greater productivity and satisfaction and can now provide their expanding customer base with more personalized, efficient communications. 

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