1. Escalations and Other Service-Based
Points of Feedback:
Onshore Data Consolidation
Updated: 8/3/15
08/04/15 1

2. Agenda
• Kickoff and Overview – Tom
• Outline of the Team’s Effort – Chase
• Overview of Observations – Sam
• Learning Opportunities/Process Recommendations – Jason
• Project Benefits to the Individual Team Members – Julia
• Closing Comments/Our Next Steps - Tom
08/04/15 2

3. Scenario Overview
What are “Escalations and Other Service-Based Concerns”?
Escalation – A service request that indicates the desire for enhanced attention. This discussion
will group Escalations into two categories:
•RUSH request – Any service request that is ONLY indicating the need for faster than SLA handling
– First request to issue an endorsement, agent needs done by EOD
•Service-Based Concerns – any feedback/request indicating that expected service was not met on
a prior actionable item by CL Ops
– Incomplete processing of a prior request
– Incorrect processing of a prior request
– Missed SLA on a prior request
What is the Problem?
Commercial Lines Service Operations currently has over 8 intake platforms for agency/UW/Field
escalations. Within these escalations are service-based concerns which reflect the pain points of
our customers. In our current state, these potential data points are not consistently analyzed,
trended, nor action planned for. As a result, CL Ops does not have a method for base-lining these
service-based concerns and solutioning accordingly.
08/04/15 3

4. Escalation Data Flow: Current State
08/04/15 4

5. 5
Project Outline
We have the opportunity to research
and analyze Hanover owned escalations
in order to better identify the voice of
our customers, action plan accordingly,
and ultimately tie such a data source
into our overall Operational Planning
 Identify transactional scope and
timeframe of valid data set
 Train and mentor resources on
analytics and data set
 1x1 sessions to validate individual
findings
 Team regroups to combine
findings and determine next steps
 Validate the need/opportunity to
research Hanover owned escalations
going forward
 Identify any interim opportunities
for improvement
Sponsor: Rachael Hogg
Project Leader: Tom Morelli
Team Members: Jason Benedict, Julia Gianoulis, Chase Heller, Sam
Huber
Additional Support: Angie Miller
 Incoming escalations thru the Escalation Tool
 Escalations received 6/1 – 6/30
 Non EXL performers/teams
 Subsequent transaction tasks (excluding endtquote); renewal tasks
Project Team Project Scope
5
Opportunity Statement Approach Goal Statements
 Root cause analysis should identify learning opportunities to action plan for; ultimately resulting in enhanced service
 Utilization of excess capacity to validate the benefit of researching the aforementioned data set (or lack of a benefit)
 Growth, exposure, and learning opportunities for our Interns
Potential Benefits

6. The Process
• Training
– June 16th
– 25th
– A couple weeks of training via. WebEx, additional one on one
• Procedure:
– Search for the policy in IPS
– Select the image closest to the escalation request date
– Analyze the image to determine if the investigation needs to move to
earlier or newer images
– Record our findings in the Information Tracker spreadsheet
• Located in the shared drive
– Reached out to the other interns when in doubt
– Provided feedback to the team members who needed help
08/04/15 6

7. Total Percentage of Transaction Type
08/04/15 7

8. Rush versus Service Concern
08/04/15 8
Rush: 164
Service Concern:87
Not Enough Documentation: 16
Duplicate: 12
Agency Feedback: 10
Grand Total: 302

9. Service
Concern’s
Escalation
Reason
Summarized UW Comments Explanation/
Root Cause
Incorrect Processing by a
rater
Pls process the polchg in IPS (create date 06/16/15) asap. The original request was to
increase sales at loc 1-1 from $450,000 to $470,000. However, the endorsement
increased the sales to $4,700,000. This needs to be corrected asap as it could affect
the Billing to the insured. Thanks, Mike
Typo resulted in a
significant variation in
processing
Incorrect workflow
followed
Effective 06/16/2015 delete 233 Water St. Please process as soon as possible, and
advise of new premium for renewal.
Initial request was
processed but renewal was
not updated with change
Delay in Service
The agent would like to know when the change request he submitted on May 20 will
be completed . EXL has sent this on shore to be handled.
Work item was assigned to
a non-CL Ops performer in
IPS and item subsequently
aged (see slide 10)
Archived w/out Processing
Eff. 4/3/15-16 please add 461-0500, no charge, fill in: “Blanket as required by
written contract.”
Request not completed the
first time
Escalation Examples and Explanations
08/04/15 9

10. IPS Report Finding
08/04/15 10
Master Mkt SYM POL_NBR MOD RTR_NM MgrId
CS W2R A155475 02 Laramore, Allison xxx
IPS Report as of 6/15
Who has sight to this MgrId?
Personal Lines Employee
(would not access IPS)

11. Escalation Examples and Explanations
08/04/15 11
Rush’s
Escalation
Reason
Summarized UW Comments Explanation/ Root Cause
Appears to be
Agency driven
escalation need
PLEASE EXPEDITE THE ENDORSEMENT CREATED ON
5/21/2015 IN IPS PER AGENT REQUEST.
Original request was referred and triaged
but was still within service (10 days old) but
the agent wanted it done ASAP.
Unclear as to why
request needed to
be escalated
Please amend named insured: 1. Effective 09/01/2014 ADD
Joseph Trading Inc to named insured
The agent simply wanted to add a
Named Insured.

12. Escalation Examples and Explanations
08/04/15 12
Other
Escalation
Reasons
Summarized UW Comments Explanation/ Root Cause
System Issue
Good afternoon, I sent an endorsement request on 3.13.15
to add NOC, Waiver of Subrogation and Loss Payee effective
4.1.15, everything was completed but the Loss Payee, the
form FKB is 441-0138, but I do not see one for Maryland, if a
Loss Payee is not available for Maryland, please add
manuscript with the following entity: M&T Bank, Its
successors and assigns, PO Box 1358, Buffalo, New York,
14240-1358. This should be added effective 4.1.15. Please
see me with any questions. Thanks, Steve
System was dropping manual forms off
at issuance
Not enough
Information/
documentation
This is the third request to have policy W22-A338697
cancelled eff. 1/9/2015. LPR is attached, let me know if you
need anything. This would be pro-rata.
Could not be determined due to
insufficient documentation in IPS

13. Learning Opportunity
• Utilize Efficient data gathering
– Receive insight on the proportion of escalation requests
that are submitted accurately
– Provide ability to share accuracy feedback to the work
flow stakeholders
• Reexamine tool utility
– The Escalation Tool is often used to achieve a faster
service level
– The parameters of its use may need to be reestablished
08/04/15 13

14. Learning Opportunity
• Bi-weekly UW-Agent Meetings
– Discuss future policy changes and possible escalation
needs
– Improve communication with our agents
– Reestablish our service precedent
• Reexamine communication channels
– Identify which documents, information, and feedback
should be included in each stage of the work flow
– Determine how documents, information, and feedback
should be channeled through the work flow
08/04/15 14

15. Benefits of Project
08/04/15 15
• Exposure to multiple applications within CL Operations
(CAAMS, IPS, Underwriting workstation, PMS, Excel).
• Determined root causes of escalations
• Understanding of the end to end process and downstream
impact of service issues
• Analysis of tagged items which suggests the need for some
clarification of instruction
• Worked as a team to make sure that we were cohesive in
our understanding of the project
• Provided an understanding of staff roles and insurance
terminology

16. Next Steps
• Hold off from additional research of Hanover Escalation Data at this time
• Regroup on Intern recommendations/learnings/opportunities
• Further map and understand how we can efficiently gather information
from the various points of customer feedback
– Non-RUSH IPS, Escalation Tool, etc. (referring back to slide 4)
• Conversations to better understand how the learnings from these data
sets can supplement the findings from our Quality research
08/04/15 16

17. Last but not least…
Sam, Julia, Chase, and Jason:
THANK YOU!!!
08/04/15 17