Using JIRA and Confluence at Zurich Australia to Manage Insurance Underwriting Atlassian made its name building products to help developers create better software, but teams are discovering ways to use JIRA and Confluence to improve how they collaborate, serve their customers, and increase productivity. On the leading edge of this innovation is Zurich Financial Services Australia, which uses JIRA and Confluence in its Underwriting Services team to provide service to its insurance broker network and manage policy renewals. Not exactly software development. Join this webinar to hear how Mark Bennett, Head of Business Intelligence at Zurich Financial Services Australia uses JIRA and Confluence to consistently improve service levels of the underwriting services team. To view the full webinar: http://info.servicerocket.com/zurich-confluence-jira-innovation-webinar

1. Using JIRA and Confluence
at Zurich Financial Services Australia
to Manage Insurance Underwriting
It's not just for developers anymore. It's all about teams!
© 2014 ServiceRocket Inc.

2. © 2014 ServiceRocket Inc.
Agenda
Introduction
About Zurich Australia and the Underwriting Services Team
Overview of Business Opportunity
Solution
Results
Lessons Learned
Q&A

3. © 2014 ServiceRocket Inc.
Welcome
Our Guest Speaker Mark Bennett
Head of Business Intelligence
Zurich Financial Services
Australia

4. © 2014 ServiceRocket Inc.
About Zurich Financial ServicesAustralia
› The business is divided into two main segments
1. Offers general insurance solutions to commercial customers,
primarily through insurance brokers
2. Offers life and investment solutions to commercial and personal customers,
primarily through financial advisers.
› Part of Zurich Insurance Group
› Headquartered in North Sydney
› Started in Australia 1961
› General insurance gross written premium of c. AUD 1.3 billion
› More than 1,000 employees in Australia
› NIBA General Insurer of the Year – 2014 and 2013

5. Collaborative Underwriting Process
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Collaborative Underwriting
Process
5 Lines of
Business Teams
QLD
Underwriters
1 Multi Line of
Business processing
Team
Underwriters
Underwriting
Service Specialists
Underwriting
Service Officers
VIC
Underwriters
WA
Underwriters
NSW
Underwriters
SA
Underwriters

6. The Opportunity
› Free up time of our state based underwriters to focus on
revenue growth by centralising renewal management and
administrative tasks
› Created hub and spoke collaborative service model, but …
› No "fit for purpose" workflow or single source of operational
data to run the collaborative model
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7. Solution
Created a hub and spoke service model but needed a workflow and
operational BI tool
› JIRA – Properly configured / Standardized workflows
› Confluence – Knowledge base to document how JIRA needed to be used
› Automate policy data population into JIRA (from data warehouse)
› Connected Lotus Notes and JIRA (with The Connector)
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8. © 2014 ServiceRocket Inc.
Results
People liked using it
› “They absolutely love it” – the team
Consistently improving service levels
› Ability to continuously improve with tool in place
» Policies processed within target timeframe increased
from 75% to 90%
- Rose every month
- % processed in 30 days

9. Key Lessons
› Need an Owner: Find Someone to care a lot about the
solution (driving it, getting it over obstacles)
› Adoption: Establish a training program, identify champions
and conduct train-the-trainer with champions"
Tool needs to be intuitive (change fields, amend workflows, in lan-guage
your teams knows, in context of how people are used to
› Need (the right) JIRA Administrator: Be crystal clear
about the role
› Be Prepared: with great operational data, comes the
burden of reporting
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working
»

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