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Success Stories - OneAmerica

Tracing its origins back to 1877, Indianapolis-based OneAmerica today is a life company that comprises five companies: American United Life Insurance; Pioneer Mutual Insurance; The State Life Insurance Company, which specializes in long-term care insurance; R.E. Moulton Company, a stop-loss company; and OneAmerica Securities. Within these companies are upwards of 500 people who work to recruit producers, alongside eight regional vice presidents, 120 sales reps in regional group offices, and policy service personnel, all of whom also are tasked with recruiting.


At the close of its 2006 fiscal year, OneAmerica reported total assets of nearly $18.5 billion, total revenue of more than $1.1 billion, and net income of nearly $68 million.

As the OneAmerica holding company grew and added units, it accumulated 16 different operating systems by 2004, each with a different producer database, making reporting problematic. Moreover, the organization's recruiters, operating through eight different channels, were sending producers paper forms to complete. Producers typically experienced a 15-day wait before being notified of their appointments; and for some, the process took 60 days or more. As many as 30 percent of the paper-based applications contained errors and had to be sent back to producers to be corrected, signed again or re-dated. "I thought my job was in jeopardy because of the turnaround time with the field," said Assistant V. P. Producer Compensation & Licensing Services OneAmerica, Dave Jones. "Our sales people weren't happy with our turnaround time."

OneAmerica also makes 10,000 address changes for its producers each year, and in 2007 it terminated 14,000. This large volume of updates required a much more advanced system for processing producers beginning with onboarding and extending through their lifecycle with the company.

Jones began searching for a software system in February 2004 that would automate producer on-boarding, from producer to carrier to licensing vendor, back to the carrier, and finally back to producer. He discovered there was little available to meet his needs. One vendor offered a system that automated transactions from the carrier to the state but did nothing for the portion between the producer and the carrier.

Then Jones called Sircon, a trusted provider of the company's Producer Express™ and Compliance Express™ products to OneAmerica for several years, to examine his needs; and Sircon developed integrated technology that automated every aspect of the process. Now, 100 percent of the producer applications initiated by OneAmerica are entered electronically in Sircon's Producer Express system, and paper forms that the company does receive from the field are immediately entered into the electronic system at the home office.

"Sircon's Producer Express automates the building of records internally, automatically gets us background information, and eliminates our paper files," Jones reports. "On one floor of our building we had more than 150 file drawers full of files, and we're systematically eliminating those altogether." Today, the turnaround time for on-boarding producers using Producers Express has been slashed by 80 percent, to just three days from 15 days. Moreover, OneAmerica now has a centralized workflow process that is reviewable, accessible and reportable, with a single database of all records.

Now, OneAmerica is realizing success by appointing 90 percent of its producers in just 24 hours through Producer Express, providing next-day e-mail responses to candidates.

The capabilities of OneAmerica's Producer Express system are spectacular, according to Jones: "From the point where we hit the 'go' button with the application until we send back the appointment is as little as 24 hours. We get the background ordered and the appointment made within that time, as well. On the next day we notify the producers of their appointment and give them a contract. Many producers have told us that this is a great system. Producer Express is a great sales product."

 

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