Health Insurance Provider Increases Market Share by 9% with Vlocity

Health Insurance Provider Increases Market Share by 9% with Vlocity

Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 70,600
  • Annual Revenue: US$ 121.9 billion
  • Headquarters: Indianapolis, IN
  • Markets: USA

The Challenge

The company’s system relied on multiple applications with disparate data storage. The legacy system created silos and prevented brokers from gathering the information they needed to perform in an efficient manner. Compounding the problem was the fact that every state had its own version of each application.

Gerent's Approach

Beginning with a Vlocity-powered solution for small group brokers, Gerent helped implement a quoting profile wherein employer and employee data could be entered and viewed from a single portal, across every state. The next phase of the Vlocity deployment involved automating the entire selling and enrollment process. 


Key Outcomes

The solution – which was rolled out across 14 states – had a projected broker adoption rate of 70%. With Gerent’s help, the adoption rate rose to 85%, with two states coming in at 100% adoption. Even more impressively, the organization’s market share in these 14 states rose from 46% to 55%. With their new portal, brokers could use unified corporate databases to access the information they required on a single screen, ensuring that brokers didn’t require multiple applications to do their jobs. 


Client Success Story

For insurance brokers, there are few things worse than working across multiple portals and applications to get the information they need. These types of siloed systems slow down sales cycles, encourage errors, and increase stress for both brokers and insurance carriers. In 2018, a prominent health insurance provider approached Gerent to amalgamate its portals and increase efficiency. 

While the company had already digitized its broker portal, its system relied on multiple applications with disparate data storage. Business reporting, quoting, and application approval processes all took place across different applications. Compounding the problem was the fact that every state had its own version of each application. These inconsistencies created a process that was complex and tedious to navigate.

The disconnected infrastructure had an impact on sales. Without a connected, streamlined system, the company’s quoting process took too long, giving the competition a chance to take its clients. As a result, the insurer was losing business.


Breaking Down Silos and Integrating Data

The company strives to provide its clients with the best policies in the shortest amount of time. To maintain its mandate, the insurance provider decided to make a change. It set out to reduce its small group application processing time from several days to minutes. 

The organization needed a unified system in which brokers could perform quoting, underwriting, and enrollment through a single platform. It also wanted to eliminate errors related to entering the same data multiple times, resulting in incorrect information on applications.

Beginning with a Vlocity-powered solution for small group brokers, Gerent helped implement a quoting profile wherein employer and employee data could be entered and viewed from a single portal, across every state. Quoting was to be performed in a single dashboard and could be presented to both brokers and clients. The display included insurance quoting, demo information, and a complete checklist of insurance eligibility requirements for each state.

The next phase of the Vlocity deployment involved automating the selling and enrollment process. Gerent upgraded the company’s broker portal by integrating rule verification and guided decision flows — with integrated DocuSign functionality and real-time insights into application processing statuses.

Increased Broker Adoption Rate

With their new portal, brokers could use unified corporate databases to access the information they required about prospective customers. The integrated solution organized and compiled a variety of data onto a single screen, ensuring brokers didn’t require multiple applications to do their jobs. From here, brokers could effortlessly track metrics such as commissions, renewals, premiums, and submissions.

The final small group enrollment implementation for quoting, enrollment, and sales exceeded all expectations. The solution – which was rolled out across 14 states – had a projected broker adoption rate of 70%. Once Gerent had finished, the lowest adoption rate rose to 85%, with two states coming in at 100% adoption. Even more impressively, the organization’s market share in these 14 states rose from 46% to 55%.

The insurer is now looking to use the momentum of its small group enrollment project to launch a similar solution for its international clients. This will involve rolling the solution out to over 40,000 Brokers via the Salesforce community, as well as 70,000 employers via Direct Quote.


Contact Gerent today to find out how we can help your business achieve its ideal future state!

Ready to reinvent the future?

Get Started

More from Gerent