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Underwriting Manager Feature List

Overview

Cora Underwriting Manager (UWM) V2.0 integrates different Genpact Cora capabilities, including Cora Orchestration and EaaS (Extraction as a Service). 

UWM should be used as a starting point for Underwriting Manager deployments and can be hosted on client premises, private cloud, or via a SaaS subscription.

UWM provides built-in workflows for common underwriting processes. 

UWM V2 focuses on submission intake, submission clearance, and generic case management capabilities modules. The released modules include out-of-the-box components that can be easily customized based on customer requirements.


Cora UWM terminology

Term

Description

Submission

A new request for policy insurance

PAS

Policy Admin System (For example, Duck Creek and Guide Wire)

Broker

The person who sends the submission request. 

The broker belongs to a firm.

Underwriter Ops

The person who assists the underwriter with submission creation activities

DMS

Document management system

EaaS

Extraction as a Service

Supported roles

Role

Description

Underwriter

Handles the pricing and quoting of the submission

Underwriter Ops

Handles the submission intake activities

Broker

External user who sends emails with submission requests

Ops Team Leader

Manages a team of Underwriter Ops

Operations Manager

Manages several teams of Underwriter Ops

Cora UWM features

List of the features supported by UWM.

Submission Intake module

Feature

Description

Submission creation

You can open a submission via these channels:

  • Email
  • Manually via the portal

Email Classification 

Automatic process that identifies if the email is new, belongs to any open submission request, asks for renewal, or is an auto-response email.

Submission Attachments


You can add documents and related files as an attachment to a submission. These attachments are accessible on the Documents tab. 

If a submission is opened through an email, all the attachments are added to the submission document list.

Extraction

UWM comes with a plug-in mechanism that enables it to interact with any extraction service. If the extraction accuracy is less than configured parameter, then exception process is opened for the Underwriter Ops. After fulfilling the task, the submission continues to the next step. 

Extraction exception process

The process includes a task for the Underwriter Ops with all the fields that should be extracted along with the extracted value or blanks and the accuracy percentage per each field. After filling out the form, the data is saved in the EaaS system for re-training.

Extraction capabilities 

EaaS is a Genpact inhouse solution that consumes an email with attachments and retrieves extraction results. There are trained models for specific forms. 

Broker – UW mapping

The system allows you to map between certain brokers and their underwriter. This mapping helps the Underwriter Ops to select the right underwriter to work on the submission.

Geo Codes Placement

UWM comes with a plug-in mechanism that enables it to interact with any geo-code service. If the system can’t locate the geocode, then an exception task is created to be manually handled by the Underwriter. After fulfilling the task, the submission continues to the next step. 

Open the Submission in PAS

UWM comes with a plug-in mechanism that enables it to interact with any PAS. This service sends all the required details to the PAS to open a new submission at its end.

Upload documents to DMS

 UWM comes with a plug-in mechanism that enables it to open a folder and upload files to any document management system. If there is a failure in this process, a helpdesk task is created.

Update submission status in PAS

UWM sends the decision to PAS to update the submission status at the PAS.

Submission allocation

You can configure allocation rules to allocate submission to the appropriate team based on the email address handled by each team.  

Clearance module

Feature

Description

Insured Verification

UWM comes with a plug-in mechanism that enables it to interact with PAS to retrieve the insured verification result. If the PAS can’t automatically complete the verification, then an exception task is created for the UW Ops. After fulfilling the task, the submission continues to the next step. 

Clearance 

UWM comes with a plug-in mechanism that enables it to interact with PAS to look for duplicate policies or other policies that required clearance. If the PAS can clear the new submission, the submission is cleared automatically. Otherwise, a clearance exception task is created for the UW Ops. The Underwriter reviews the task details, and then rejects or approves the submission with a selected reason.


Case Management and Collaboration module

Feature

Description

Team and Tasks Management

All exceptions tasks are handled in the Cora Orchestration portal. The portal gives the users ability to sort, filter, and access their tasks. In addition, the portal gives the Team Leader and Operations Manager a view of the overall work. They can assign or allocate the work between team members and teams and review the progress at real time.

Collaborating on a Case

Users can collaborate on a case by sending requests, adding comments, or sending questions to an SME.

The collaborative actions take place on the Conversations tab. The Audit Log tab provides more details on the users involved in the case.

Submission Interaction via Email


All the emails related to a submission are shown on the Conversation tab. The user can reply, forward, or compose a new email easily. The response is shown on this tab as well.

Notify UW

After a submission is completed, the relevant Underwriter is notified that a new submission is waiting for his review.

Linked Cases


Submissions that are related to each other can be linked.

Linked submissions can be viewed on the submission page. 

UWM Portal

The UWM portal is a website that allows UWM users to start Submission, view the lists of tasks, list of Submissions, and view Analytics.

Admin module

Feature

Description

Configuration & Customization

Several configuration functions are available:

  • User Profile, Role, and Organization structure maintenance
  • User Access Management
  • Auto Allocating for teams
  • Email Templates: create templates to be used in email conversations. For example, create a template for “please provide more details.”
     Templates can be created in multiple languages. The client needs to provide the content.

Analytics module

Feature

Description

Power BI

The system comes with two prebuilt dashboards in Power BI: Touchless operations and Avg submission handling time.

Operating analytics

The system comes with preconfigured reports and dashboards that provide insights on the on-going work. For example, submission by status, open tasks by operator, among others.
 See the full list below.

List of available dashboards and reports


Name

Type

Description

Dashboard UWM Submissions


Number of submissions by status

Pie

Pie chart that shows the distribution of submissions in each status within the selected date range.


Number of Submissions by Underwriter

Vertical

Bar

Bar chart that shows the distribution of submissions by Underwriter within the selected date range.


Number of Submissions by Line of Business

Horizontal Bar

Bar chart that shows the distribution of submissions between the different lines of business within the selected date range.

Dashboard UWM Tasks


Total Tasks per Date Range

Number

The number of tasks created within the selected date range.


Tasks per Assignment Type

Donut 

Donut chart that shows the distribution of tasks by type. For example, Clearance, extraction exception, etc.


Tasks per Action

Vertical

Bar

Bar chart that shows the distribution of tasks by actions.

Dashboard UWM Touchless Operations*


Total Submissions

Number

Total number of Submissions which where opened in the selected date range.


Touchless Submissions

Stacked Bar

Submissions divided to ‘Fully Automated’ and ‘Manual Interventions Required’ per month.


Submissions Exceptions

Multi Bar

Submissions Exceptions per month by exceptions type.



Touchless Operations Grid

Grid

Table that shows per each month how many submissions received, among them how many handled touchless and how many had manual intervention and the respective type of exception and its amount.

Reports


Aging of Open Tasks

Grid

View how long the open submissions within the selected date range are opened.


Awaiting response submissions

Grid

View all submissions which are in “awaiting response” status withing the selected date range.


Rejected tasks with reasons

Grid

View a list of all the submissions that have been rejected and their reasons withing the selected date range.


Submissions Data

Grid

View details of all the submissions that have been created within the selected date range.


Tasks resolved by operator against SLA

Grid

View a list of the submissions. In the “In SLA?” column, “N” indicates a submission that has not been resolved within the configured service-level agreement (SLA), and Y, a submission that has been resolved within the SLA.


Time from submission creation to resolution

Grid

Retrieve submission turnaround time from creation to its resolution within the selected date range.


Time from task creation to task resolution 

Grid

Retrieve task turnaround time from creation to its resolution within the selected date range


Total tasks opened in a date range

Grid

List of all the tasks opened during a selected time range and their status.


Touch time

Grid

View the detailed time logs for each conversation step that took place while handling a selected submission.


Team Measurement

Grid

List of all teams with details on how many tasks they had in total, how many were closed, Avg closed task per day and total Met SLA, within the selected date range.

Exists in Power BI format as well.

List of available dashboards and reports in Power BI


Name

Type

Description

Submission intake Avg handling time


Avg handling time for all submissions

Number

The average handling time for all the submission that received in the selected date range.


Avg handling time for touchless submissions

Number

The average handling time for all the submission that received in the selected date range and their handling was automatic only.


Avg handling time for submissions with exceptions

Number

The average handling time for all the submission that received in the selected date range and their handling involved manual intervention due to exception.


Avg time to complete exception tasks

Multi bar

Average time to handle each exception type per month.

Supported data objects

Role

Description

Broker

  • Broker Name
  • Broker Firm
  • Broker Address
  • Broker Address 2
  • Broker City
  • Broker Zip
  • Broker Contact
  • Broker Code
  • Broker Phone
  • Broker Mobile
  • Broker Email
  • Producer Phone
  • Producer Code
  • Producer email

Insured

  • Insured Name
  • Business Address 1
  • Business Address 2
  • Business City
  • Business State
  • Business Zip
  • Mail Address1
  • Mail Address2
  • Mail City
  • Mail State
  • Mail Zip

Submission


  • Start Date
  • Status
  • Submission internal ID (orchestration ID)
  • Target Date for submission intake completion 

Underwriter

  • UW Name



Available columns in grids

  • Case ID
  • Task (UWS Task)
  • Subject
  • Task due date
  • Case effort
  • Case due date
  • Case title
  • Last action date time
  • Submission status
  • Submission ID
  • Underwriter
  • Originated Mailbox
  • Response Received
  • Case subject
  • Case creation date
  • Case completion date
  • Requestor
  • Input channel
  • Last action by
  • Case target date
  • Status