PC-Based System Boosts Customer Service, Streamlines Policy Processing

PEMCO Insurance Companies is building a policy management system called PRIME, which will give the company's service representatives a consolidated view of each customer's account, showing all policies, a full history, claims and billing information.

Allenbrook Inc., a property and casualty insurance systems vendor headquartered in Lowell, MA, is developing the system by expanding and customizing its own Phoenix Enterprise Insurance System software to PEMCO's specifications.

"It will let us give our customers the same level of personal service they get from direct marketers like Land's End or L.L. Bean, and I don't know of another insurer that does that," said PEMCO president Stan W. McNaughton. "PRIME also will give us a 'once-and-done' system to radically streamline our policy processing."

Quoting will be fully integrated with rating and policy issuance, and the Windows-based software will feature point-and-click simplicity. A network will link computers in the company's offices in Seattle, Spokane and Lynwood. PRIME will replace PEMCO's mainframe system.

The first operating module will handle a new standard auto product. More modules will be brought up in 1999, with completion of the first phase of PRIME scheduled for November 1999. Eventually, customers will also be able to access their accounts through the Internet and a voice-response system.