wipro_insights and analytics

Insurance companies generate copious volumes of data and many
use it only to create those perfect rearview mirrors to analyze their
quarterly performance. A few have tried to derive deeper insights
to see how they could do better in the future. And a few others have
taken a step further to see how they could use those insights to
create the best positions from amongst the many that may develop
in the future – that is the ability of a competitive player who have
developed foresights.
In the past, it was difficult for most insurance companies to extract
data that was fit for analytical purposes mainly due to paucity of
data management tools and computing power. Today, with
analytical frameworks and high performance computing facilities
becoming affordable, insurers are easily able to convert massive
scales of internal raw transaction data to identify previously
unknown business rules. For example, while working with an auto
insurer in Germany with a manually run subrogation operations
unit, Wipro discovered new business rules that increased their
subrogation detection from 1% to 13%.
In the last 30 years, insurers have created
reporting systems around balanced
scorecards to measure and report the past
performance as soon as it happened.
In the last 10 years, significant efforts were
made by insurers to identify less known
business drivers by converting massive
amountsofrawdataintoactionableintelligence
Todayinsurersaretryingtopredictthefuture
outcomes, given their current performance,
resource constraints, competitor responses,
changes in customer behaviour etc.
Throughanalytics,insurerscanactondataavailabletothem,torealizenot
justhugereturnsoninvestment,butabusinessthatiscompetitive,
profitableandcompliant.
Fromdatatoactionableintelligence.We’vecomealongway.
DATA—IT’S LIKE GOLD.
DIG DEEP ENOUGH AND YOU’LL STRIKE IT RICH.
WiproPOVSeries
HINDSIGHT INSIGHT FORESIGHT

In the last decade, insurers have seen a transformational change
in the way business operates, driven primarily by the information
super highway. Changes in the industry dynamic include sweeping
changes in consumer behavior, availability of information, new
market makers, rise of stricter regulations, changing roles of
manufacturers and distributors, etc. The insurance industry is
slowly becoming less complex and more transparent for the
consumers. Today, in the US, some of the leading insurers support
93% of all policy servicing transactions through an iPhone or an
equivalent device.
The future, however, is going to be bright for insurers who are able
to recognize these changes. For instance, many American insurers
have started designing products that cover new risks such as
online identity thefts – the biggest issue identified by 26 to 40 year
olds in recent surveys. With vast changes in global climatic
conditions, a number of multi-geo P&C insurers are developing
sophisticated catastrophe models to predict their capital positions
in the future, ahead of impending regulations. However, many
legacy saddled companies do not act on available data, opting
instead to focus on data issues, losing valuable time in building
analytical capability. In 2010, Wipro worked with three insurers of
similar size in North America, Europe and Asia. The European one
executed the analytics project with available data and realized
6500% ROI whereas the other two are still spending money trying
to improve the data quality. The challenge for most insurers is to
find “the best purpose” and extract competitive advantage, today.
Analytics is not about onetime deployments but a journey. The time
to deploy analytical application is the most critical step to build
sustainable competitiveness and it is important that insurers act
consistently sooner than later, when opportunities surface.
Insurance analytics can help you in deriving insights and
developing foresights, in order to be more competitive, profitable
and compliant. The real question is when should you do it?
CARPE DIEM! Certainly, ahead of your immediate competitors.
About Wipro
Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing
company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through
its deep industry experience and a 360º view of “Business through Technology” – helping clients create successful and adaptive
businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation
and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries.
Wipro’s Insurance Practice
Wipro’s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of
the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension
carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration
and Claims - straddling across Life and P&C markets, and delivered by over 6000+ dedicated resources. Our expertise in Business Advisory
Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance.
WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE - 560 035, INDIA TEL : +91 (80) 2844 0011, FAX : +91 (80) 2844 0256
North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia
WWW.WIPRO.COM NYSE:WIT|OVER 120,000 EMPLOYEES|54 COUNTRIES|CONSULTING|SYSTEM INTEGRATION|OUTSOURCING
DO BUSINESS BETTER
© Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011
To know more on how Wipro can help you derive insights, write to ajish.gopan@wipro.com

Wipro’s Performance Management
(PM) Practice
Wipro’s Performance Management practice offers consulting,
frameworks and solution accelerators in the Business Intelligence (BI)
and Market Intelligence (MI) space across the insurance value chain
allowing insurance companies to be more competitive, compliant and
profitable. With a team of 3500+ consultants and technocrats, Wipro’s
PM practice delivers value added services to our customers and
supports their mission critical BI and MI applications.
The PM practice offers all services around performance management
and improvement including:
• Consulting services
• Platforms & hosting service
• Analytics total outsourcing (R2R- Record to Report services)
• BPO & KPO Services
• Business Analysis & change management
• Testing services
• Infrastructure services
• Analytical Modelling services
Description Business Benefits Case Studies
Blue.Sky
Framework
Enterprise wide Performance
Management Framework based
on latest balanced scorecards
methodology derived from
extensive implementation
experience and research with
insurance CXOs across the globe.
The framework and associated
consulting services accelerates
the CXO level MI and BI system
rollout.
• Quick translation of business
strategy into metrics/KPIs in
just few weeks.
• Provides enterprise wide
performance optimization
• Identifies the right set of
measurement points that are
aligned to business objectives
• Ensures impact assessment &
seamless collaboration across
the Enterprise
Leading P&C insurer based in
United States is leveraging the
BlueSky© framework offerings
and 700+ KPI Library for new
performance management and
governance model definition for
its US $145 MN Sales &
Distribution transformation
programme aimed to provide US $
4 BN in benefits
BUSINESS IN THE PINK
OF HEALTH.
Wipro’s Performance Management practice offers the
frameworks and accelerators that insurance companies
need to stay competitive, compliant and profitable.

Insurance
Claims
Analytics
(ICA)
End to end analytics solution for
managing P&C claim operations.
The solutions help in measuring
efficiency and effectiveness of
claims value chain across
dimensions. It also offers
predictive and simulation based
what-if modelling that helps in
forecasting business future state
using meaningful insights for
improving business decisions
• Measures performance of
claims organizations across
various strategic Objectives
• Forecasting to predict the
business outcomes
• Minimize leakage by early
detection of fraudulent cases
• Maximize recovery potential
for companies
• Improves risk selection
and pricing
• Effective case reserve
management
One of the top P&C insurers in
United Kingdom is using ICA
solution to address various
scenarios like Claim inflation
Busting, Fraud Management and
Improved Feedback to
Underwriting/Pricing. The
expected benefit is £150+ MN by
leveraging Business Intelligence
and Predictive analytical
applications.
RecoSURE™ End to end recovery analytics
solution for managing P&C claim
recovery.
The solution uses advanced
Predictive Analytics for early
identification & valuation of
potential recoveries. It helps
maximize claims recovery and
offers end to end recovery
management with pre built
dashboards, what-if models,
predictive models, reports for a
claims organization.
• Early identification of potential
subrogation cases
• Prevention of financial leakage
and definite ROIs
• Higher Recovery Yield
• Lower TAT
• Low LAE
• Improves the quality of case
referrals for potential recovery
• Quick implementation from
2-4 months
For a European client, Wipro has
built recovery prediction solution
that identified 13% leakage worth
of 150+ MN EURO. Wipro
streamlined the recovery process
and reduced the turnaround time
by implementation of two complex
analytical models which predict
recovery cases with an accuracy
of 86%.
iPersist-Life
insurance
persistency/
GIrenewal
management
solution
An end-to-end suite of services
and technology solutions for
effective management of renewal
volume Integrated solution with
advanced predictive analytics and
CRM capabilities that helps
insurers in better formulation of
renewal strategy, effective
renewal campaign management,
improved execution of renewal
processes and improved
persistency for the portfolio.
• Transformation of renewal
operations from reactive mode
to totally proactive mode
without any disruption to BAU
• Improvement of persistency
score of life portfolios and
renewal rates of P&C portfolios
• Increase in effectiveness of
retention channels
• End to end measurement and
reporting of renewals
Top 3 Leading Insurers in India
capturing almost 80% of the
market share use Wipro’s
analytical capabilities and BPO
services to manage renewal of its
policies. Solution also offered on
cloud platform. iPersist offered on
Fixed price as well as Outcome
based Pricing Model

Record to
Report (R2R)
Services
Total outsourcing of analytics and
related services for insurance
companies. Enables managing
end-to-end reporting& analytics
for Life/P&C carriers.
Ensures effective record
management, business reporting,
analysis and analytics. It leverages
Wipro’s frameworks, solution
accelerators, BPO-KPO
capabilities and other IP assets
• Minimizes processing cost and
cycle time per transaction
• Improves accuracy of business
decisions
• Improves focus of business on
core functions and outsources
the non core Elements
• Improves the quality of
reporting & analytics
Wipro offers outsourced analytical
and reporting services to top
insurers in US, UK and Asia
Pacific. Wipro offers executive
dashboard and reporting services
to a top US insurer in Agency
management and to a top 3 Europe
Insurer in sales and distribution
management.
iHawk iHawk is an innovative advanced
analytics solution for predicting
opportunist as well as organized
fraud for Homeowners &
Commercial Property claims
• Reduction in Fraud Leakage
• Improvement in Loss Ratio
• Reduction in false positives
• High quality feedback to
Underwriting and Actuarial
• Outcome based as well as
pay-per-use pricing models
• Hosted as well as in-premises
implementation options
One of the top 10 P&C insurers
based out of west coast, United
States is using ICA solution to
create Fraud Prediction Model for
minimizing claims fraud. Fraud
Model created with an accuracy
of 88%.
About Wipro
DO BUSINESS BETTER
For more information, write to us at info@wipro.com

Overview
The economic meltdown has created adverse impact on global
insurance markets. In a highly competitive environment, insurance
carriers are grappling with rising operating and compliance costs,
increasing claims frauds and customer attrition. Claims
operations/management as observed within an industry account for
80% of the cost and therefore has the impact on profitability, solvency
and competitiveness. Poor claims reserving practices contributed to
50% of insolvencies in the insurance industry (1994-2004). Over 60% of
all customer complaints received at the National Association of
Insurance Commissioners (NAIC) are on claims handling performance.
Controlling claims related costs are thus paramount especially with
the significant slowdown in premium growth rates worldwide and
investment incomes running soft. In a bid to stay profitable, competitive
and best-in-class insurance companies around the world are
leveraging business intelligence tools like dashboards and analytics to:
• Control Costs through tracking key drivers such as Claims Inflation
• Improve Operational Efficiency through effective work
management
• Maximize Claimant Satisfaction through faster claim settlement
• Provide a closed loop feedback for Underwriting and Pricing
• Predict the fraudulent and litigious claims at early stages
• Achieve better regulatory compliance
Claims units which leverage their information assets will not only be
Wipro’s quick-to-implement Integrated Performance
Management solution, controls costs and leads to
quantum leaps in operational efficiency.
able to better control costs and reduce cycle times but will also be able
to achieve the business objectives of the organizations. Such insurance
companies will be able to make quantum leaps in operational
efficiency, financial stability and cost leadership.
Insurance companies of the future will need to create "Performance
Focused" Claims Functions. By using integrated performance
measurement scorecards and predictive analytics tools, companies
retain their best customers, suppliers and overall competitiveness.
Analytics will enable them in successfully implementing initiatives like
Claims Inflation Busting and Premium Slow Down Lifting.
Claims Dashboard & Analytics
Solution
Wipro provides a quick-to-implement, Integrated Performance
Management solution. The solution, developed by Wipro in SAP’s
Co-Innovation Labs, has Scorecards with KPIs aligned to strategic
objectives in a “Balanced Scorecard” framework. It also has an
integrated predictive analytics workbench which can be used to detect
those claims with high propensity for fraud, litigation and subrogation,
as soon as they enter the claims unit.
CLAIMS PERFORMANCE.
IT’S EASIER WHEN YOU HAVE A
HANDLE ON THE SITUATION.
“Next Generation KPIs are required for technology
innovating insurers for better claims performance, as well as
better fraud analysis and process improvement”
Gartner- Aug 2008

Salient Features of the 'Claims
Dashboard & Analytics' Solution
Accelerator
• Claims Scorecards and Dashboards with a pre-built library of Key
Performance Indicators (KPIs) to suit the needs of COO, Claims
Directors, Claims Managers and Adjusters across
following perspectives:
• Financials
• Regulatory, Actuarial & Risk
• Policy Holders & Claimants
• Operations & Process
• Intermediaries & Supply Chain
• People & Knowledge Management
• Pre-defined catalog of reports Insightful multi-dimensional OLAP
reports linked to the KPIs with 'Self Service' access for employees
and adjusters
• Integrated predictive analytics framework and a workbench for
solving critical business issues e.g. frauds, subrogation
• Pre-built data model & KPI data mart that are extendable and
customizable
• Integrates with any claims system the solution can be overlaid on
existing claims handling systems with little disruption to the
business-as-usual and existing IT landscape
Business benefits
• Tracking the performance of the claims unit against strategic
themes and associated Key Performance Indicators (KPIs)
• Reduce cycle time and enhance customer satisfaction by
identifying and redirecting claims that can be straight through
processed or fast tracked
• Improve the combined ratio by reducing claim handling costs,
supplier costs, investigation costs and claims leakage
• Provide insights gained from historical claims severity to actuaries
to improve the pricing of risks in future
• Enhance investment income by managing case reserves better by
unlocking stagnating capital for investments and by increasing
recoveries
• Provide incisive analytics for proactive claims handling by
predicting the probability of potential frauds, subrogation,
litigation etc.
• Claims
Solutions
• Financials
• HR
• Customer
Solutions
• Unstructured
Data Sources
Source Layer
SemanticLayer
Presention
Layer
• Score cards
with claims
KPLs
• Reports
• Predictive
• Analytics
• Dashboards
Data Warehouse
/Mart
Scalable &
Customizable
Data Model
StagingLayerStagingLayer
Reports
D/W
Wipro’s
KPLs
Data Mart
Schematic view of the Solution Architecture
SAP Business
Objects
XI Application
Services
(Universe, Web
Intelligence
Server,
Scheduling)

Why Wipro
• Use of solution accelerators including pre-built solutions and
re-usable components
• Large pool of experienced insurance business consultants
• Mature Business Intelligence practice with in-depth expertise in
SAP BusinessObjects
About Wipro
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• Over 500 projects delivered to 160+ customers across the industry
segments with over 14500 person years of successful insurance
project delivery record

Industry Background
Insurance companies undertake performance improvement initiatives
from time to time. In response to a recent survey, almost 80% of the
insurance executives indicated that most of such initiatives are
centered around business areas and meant to fix immediate issues in
hand. Only 16% of the executives said that such initiatives are linked to
the long term strategy of the enterprise.
Pursuing peaks in performance in business areas could result in
adverse impact in some other business areas due to the
connectedness of insurance value chain, sometimes wiping off entire
savings realized. For instance, huge gains in agency productivity may
be at the expense of advice quality resulting in poor persistency and
higher call center expenses in the future. 83% of insurers are
increasing their analytics and BI budget allocation by 30-40% this year
and given that analytics applications offer the highest ROIs, the sample
ROI for a fraud prevention solution can be 800%!
In order to build competitiveness, profitability and sustainable
compliance levels, insurers need to use an enterprise performance
optimization framework.
Blue.Sky is a new performance management framework developed
based on the latest generation of balanced scorecards methodology
and derived from extensive research with insurance CXOs.
ENTERPRISEPERFORMANCE.
OFFTOARUNNINGSTART.
Blue.Sky Framework Offers Significant Acceleration In
Customizing And Delivering An End To End To
Enterprise Performance Management System
The framework and the associated consulting services are designed for
consumption by Life, P&C/General and Reinsurance Company CXOs.
Framework
Blue.Sky framework offers significant acceleration in customizing and
delivering an end to end to enterprise performance management
system for the CXOs’ organizations. The framework is designed to
provide enterprise-wide performance optimization rather than
supporting efficiency improvements in silos. The framework and the
associated consulting services are designed to accelerate the CXO
level MI systems rollout.
Blue.Sky Consulting Services
We offer end to end consulting services to Life, Non-Life and
Reinsurance companies in the performance management area.
• Insurance analytics strategy and roadmap development
• CXO level analytics applications development
• Hosting analytics applications and services
• Advanced analytics proof of concept creation
• Business case and ROI modeling
• Programme planning and governance
• Change management and adoption
• Stakeholder and technology management

Blue.Sky Business Intelligence
Framework– For Insurance
A path breaking methodology developed by Wipro, the Blue.Sky
Business Intelligence framework enables comprehensive
Performance Management & Governance for Life, P&C (General)
and Reinsurance companies. Designed to optimize performance of
the enterprise it strongly downplays localized performance blips in
individual business areas and provides holistic support to
translate CXO objectives into actionable items and warps
performance management tools around it. The use of templates
and tools accelerate engagements from consulting to
implementation.
Why Wipro
• Comprehensive suite of services from consulting
to implementation
• 500+ KPIs, Business Rules, Pre-built data models, Data
connectors, Standards Compliance, Performance
Improvement Frameworks, etc.
• At least 33% time and acceleration over a custom
BI Implementation
• Guaranteed delivery in 2 – 6 months
• Ongoing support for algorithm development and
rules maintenance
• Long standing partnerships with only the best-of-breed
technology and platform vendors. 1 of the 4 global SI launch
partners of SAP Business Suite 7
About Wipro
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Enterprise Claims Collaboration
Office (ECCO)
General Insurers are facing extraordinary pressure on growth and the
technology front in their endeavor to meet the increasing demands for
better customer service. The question insurers face today is: How to
improve bottom lines and align with emerging customer centric
business models in the wake of limited economic recovery and
severe competition?
According to a study released by a leading analyst, technology will play
a strategic role in managing the change that lies ahead. Key solutions
that would be of use are self service web portals, collaboration tools,
social networks, geo coding, spatial analysis, text analysis, claims
analytics, speech analysis, workflow, business rules and mobile
enablement of key business processes.
These solutions would enable increased operational efficiency,
improved customer satisfaction and align with the changing
expectations of today's customer.
Insurers today need a solution that streamlines claims view both for
internal/external stakeholders, leverages technology advancements -
social networking and mobile technologies etc. and provides
business intelligence and analytics capability without painful
technology migration.
ECCO - Wipro's Claims
Collaboration Solution
ECCO is an e-2-e claims portal with the ability to integrate different
systems, enable people collaboration and achieve process unification.
ALL TOGETHER NOW
ECCO an end-to-end claims portal integrates
disparate systems, enables people collaboration
and achieves process unification.
ECCO caters to requirements such as:
• Unified claims view
› A single user interface from cradle to grave of claims for all users
• Unified communication and collaboration
› Integration of all channels of communications into one
› Access to all the related artifacts which includes documents /
audio-video files to all the users of claim
• Unified Calendar
› Claims calendar integrated with the daily calendar of the user
• Fraud analysis
› Voice Risk Analysis
› Predictive Analytics
› Text Analysis and Text Analytics
• Geo coding and spatial analysis
› Call locator to identify call location
› Map feature for plotting service providers (Towing/Garage/Rental
car) in proximity to the accident site and providing necessary
information to customers
• Mobile solutions – anywhere, anytime access to claims information
› First Notice of Loss on the go – Step by step guide, capture loss
information, photos, video, weather information, access
emergency services
› service provider locater, driving directions etc.
› Claims adjuster – Real-time claim assignment, capture loss &
appraisal information and upload to claim management systems

• Claims Analytics
› Predictive modeling
› Fraud analysis
› Claims Reserving
› Subrogation and recovery analysis
• Performance Management
› Visually appealing statistics on the claims performance
• Social Networking
› Informal communication across the enterprise – enables
sharing of best practices, peer to peer help, ideas,
discussion forums on customer feedback etc.
› Social analytics – keeps insurers abreast of customers pulse
• Document Management
› Serves as document repository with document versioning
› Collaborative tool for knowledge management of the
claims history
› All documents related to a claim available to all the stakeholders
› Photo, video, audio, scanned documents, softcopy documents
can be uploaded for easy retrieval and viewing
• Business Process Management
› Automation of Claims processes through workflow
› Task and hierarchy definition
› Task notification and allocation across roles
• Business Rule management
› Business Rule driven authorization, validation, access control,
work allocations and approval process
• Catastrophe management
› Help in gathering and disseminating information on
a catastrophe
Benefits
Increase in Operational Efficiency
Reduction of loss adjustment expenses
Reduced Claims costs (indemnity)
Efficient Collaboration between stakeholder
Enhanced self service options
Improved customer experience resulting
in customer retention
Consistent user experience
Intuitive screens requiring no special training
Impact
15 – 25%
3 – 4 %
2 – 4%
Transformational Benefits of ECCO





Why ECCO
• Leverages current investments in technology: No 'Rip & Replace'
• Ensures Business-as- usual
• Minimal data migration
• Best in class/ future proof: state of the art technology
About Wipro
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Overview
Persistency of the life portfolio is a big challenge for any life insurance
player across the world. Most leading players have it currently hovering
between 65% and 85% as against a desirable 90%+. The exceptional
performers have it around 85 - 98%. Poor persistency leads to not just
poor profitability of that block of business, it also negatively impacts the
reserves and solvency ratios. In fact insurers will have a difficult time in
building up right amounts of capital to meet future claims obligations.
Maintaining acceptable levels of persistency will be critical for building
up respectable growths in embedded value (EV). It is quantitatively
estimated that for large portfolios, a 2% gain in persistency levels will
add embedded value equivalent to a whole year’s worth of new
business income. With some of the players having a lapsation ratio in
excess of 50% for mid tier companies, the regulators in mature and
emerging markets are equally concerned enough about this issue.
Key drivers of lapsation
• Product related - for example, overexposure to ULIP (Unit Linked
Insurance Policies) in new business sales
• Process related - for example, lack of orphan policies
servicing divisions
KEEPTHEMINTHEFOLD
Wipro’s iPersist an end-to-end suite of
services and solutions effectively increases
persistency for life insurance companies.
• Agent related - for example, agent attrition can cause the books
being churned into another company
• Consumer related - for example, poor financial position after the
job losses
What are the key challenges?
Massive growth in transactions
Renewals volumes grow faster than the combined growth of staff and
productivity gains. Have you thought about how to manage this
widening gap?
Difficult to plan and execute
More than 85% of insurance players use excel sheets for managing
renewal operations. Do you have incisive analytics to support your
annual budgeting and planning of your renewal and lapse
management initiatives?
Multiple versions of truth and broken processes
Have you established a 360˚ platform for renewal management
process that encourages Sales, Operations, Underwriting and
Customer services to collaborate to increase the persistency?

Cumbersome to track performance
Spending one dollar on persistency management can return many
multiples of that as benefits and it can help you increase the valuation
of the insurance company by manifolds.
Unlocking the value of lapsed customers
Would you be interested in making intelligent offers to lapsed
customers to revive those relationships with a better fitting product,
priced competitively?
Wipro’s solution – iPersist
iPersist is Wipro’s end-to-end suite of services and solutions for life
insurance companies to effectively manage renewal volumes thereby
increasing the persistency of their books. Wipro offerings consist of
both Consulting Services which will identify the opportunities for
improving cost efficiency of renewal operations and/or increase the
persistency figures across all lines of business and Technology
Solutions with fully integrated predictive modeling and customer
relationship management modules. Our solution is platform agnostic
and can be implemented atop existing CRM products and bespoke
applications within your IT estate.
Benefits
• Integrated predictive analytics and CRM: Predictive analytics
driven campaign management capability provides total control over
renewal portfolio, right at the start of the operational planning year.
• Out of box services for agents with total data protection: No
compromises on agents’ greatest assets – customer data - through
secure site implementation and data access controls.
• 360˚ view of customer holdings and interactions with your
company: Well laid out processes and workflows allow you to view
all policies, queries, complaints, feedback and previous
upsell/cross-sell records with audit trails.
• Intelligent offers and campaigns: Supports designing,
implementing and tracking campaigns in waves. Rule based real
time decisioning with integration CTI and admin systems for
proactive call handling by call center agents and staff.
• Mobility services and real time reporting: Alerts and reports
through mobile and email for agents, customers and staff.
• Proactive campaigns ahead
of due date
• Reactive campaigns during
due period
• Reinstatement campaigns
since lapse
• Data Protection across job roles
• 360˚ view of customer
relationships
• Service requests and dairy
management
• Third party vendor management
• Integration with policy
admin system
• Integration with CTI and
document mgmt
• Process and queue
automation
• Real time reporting of
collection performance
• Ad-hoc of persistency across
agents & offices
• Productivity reporting of call
centers & staff
• Expense analysis &
variance reporting
• Overall book of business analyzed across dimension
• Historical 13th, 25th and 37th month persistency report
• Drill down from trends to policy and customer transaction
• Affinity analyses for segments – products, agents & Customers
• Intelligent offers for customers
• Campaign incentive
management
• Assign relationship managers
• Email alerts, SMS to agents &
customers
CAMPAIGN
PLAN
REPORT
CONSERVE EXECUTE

Execution roadmap for iPersist
• Understand current Renewals operating model and
expense structures
• Identify risks, challenges and opportunities for improvement
• Statistical modeling and churn propensity prediction of portfolio
• Reengineering renewal strategy for cost reduction and
renewals increase
About Wipro
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• Integration of predictive models and analytics with CRM/other
contact management system
• Campaign design, implementation and tracking
• Continuous improvement of predictive models and
renewal processes

A Property Insurance Fraud
Prediction Solution
The US P&C industry has been struggling with claims fraud as one of
its biggest challenges. As reported by the Insurance Information
Institute (III), claims’ fraud is an estimated $30 Bn or 10% of the total
loss incurred and the loss adjustment expenses.
Many of the carriers focus on fraud management for auto, workers
compensation and healthcare lines of business but fraud in the
property line of business still goes unnoticed. Recent events like
environmental catastrophes, financial meltdown as well as the
mortgage crisis has led to a sudden and steep rise in the number of
property fraud cases. Previously largely opportunist frauds, it has now
taken the shape of organized fraud rings making detection even
more difficult.
iHawk,thesolutionframework
Wipro’s Solution iHawk is a comprehensive solution designed to meet
the gaps which an insurance carrier has in successfully detecting
property fraud. iHawk has been conceived keeping in mind key
challenges which an insurance carrier faces.
The most common challenge that many carriers are facing relates to
collating relevant quality data from data sources and making it
available centrally for analysis. iHawk uses proven rule driven data
extraction methodology to pull important and relevant data not only
from operational data sources but also from important external data
sources such as credit history, estimates, and social networking data
etc. The rule driven data methodology cut down the data extraction
efforts drastically. Advanced analytical techniques such as predictive
analytics, text analytics, social network analytics etc are used on the
consolidated data for driving business insights, data patterns,
co-relations and other important business dimensions. iHawk predicts
the fraud score with a minimal set of variables with high accuracy
thereby making claims referral and SIU investigation process simple,
reliable and insight driven.
iHawk also offers optional back office KPO desktop support services
for validating claims manually that are predicted as fraudulent in
nature to minimize the number of false positives thereby improving the
productivity of the SIU staff. The KPO collaboration platform of
iHawk ensures that SIU team only focuses on critical cases thereby
improves the success ratio for fraud detection.
WITHENOUGHDATA,
YOUCANFORSEETHECRIME.
iHawk Wipro’s property insurance fraud prediction
solution, can use internal and external data to detect
fraud with accuracy.
WITHENOUGHDATA,
YOUCANFORSEETHECRIME.
iHawk Wipro’s property insurance fraud prediction
solution, can use internal and external data to detect
fraud with accuracy.

The Solution Framework
Direct Benefits:
• Reduction in Fraud Leakage: Prediction & repudiation of
fraudulent claims will significantly reduce the leakage due to
opportunist & organized fraud.
• Improvement in Loss Ratio: Proactive prediction & denial of
fraudulent claims will reduce the total loss payout improving the
Loss Ratio.
• Increase in SIU productivity & efficiency: Back office support by
the KPO for SIU shall not only reduce their TAT but also make
process more efficient.
• Outcome based pricing model: The outcome based pricing for the
iHawk™ solution gives the customer the advantage of paying on
successful identification of fraud.
• Reduction in false positives: In-depth analysis and the
documentation support shall reduce false positive, reducing the
effort wastage and probability of litigation
In-direct Benefits:
• Improvement in competitiveness of the carrier: Significant
reduction in fraud leakage will improve the loss experience which in
turn will reduce the HO Insurance premium and improve the
competitiveness of the carrier.
• Reduction in Claim Frequency & Severity: Successful detection of
fraudulent cases shall positively impact the claim frequency
and severity.
• Improvement in customer satisfaction: A robust fraud detection
solution results in faster processing of legitimate claims,
enhancing customer satisfaction.
• Better Compliance Management: Predefined frameworks enable
the SIU as well as the insurer to be better compliant with the
national/state agencies.
• Profitability Growth: Use of the iHawk not only enhances the
process but also help the bottom line. Thus resulting in
better profitability.
Internal Source
• Claim Admin Sys
• Policy Admin Sys
• Ext Doc Manager
External Source
• Loss Estimates
• Credit Analysis
Other Sources
• Social Network
• Federal Agencies
DATA SOURCE ANALYSIS REPORTING INVESTIGATION
Data Consolidation
Data Cleansing
DATA STORAGE
Business Rules
Engine & InMemory
Analytics
• Adv. Predictive
Analytics
• Text Analysis
• Voice analytics
• Social Network
Analysis
KPO collaboration
• Web Portal
• Desktop
Investigation
• Vendor Mgmt,
• Legal Process O/S
• compliance Mgmt
• Document Mgmt
• Security Mgmt
Special Investigation
Unit
About Wipro
DO BUSINESS BETTER

InsuranceRecoveryPredictionSolution
The property and casualty industry had witnessed fairly poor recoveries
in past 5 years. The insurance recovery size is estimated to be over $30
BN world wide and currently the P&C industry is extracting just 5-8%
value out of it. There is a huge potential for recoveries in the form of
subrogation, salvage and refund recoveries.
Insurance recovery is mostly manual in nature, based on list of a few
rules / indicators and set of checklists. Most insurance companies rely
on the knowledge and experience of individuals for creating those
recovery rules. The most common challenges hindering claims
recovery include poor quality of case referrals, manual time
consuming processes, high claim volumes, and low staff capacity.
RecoSURE,therecovery
predictionsolution
Wipro’s Solution RecoSURE is a comprehensive solution designed to
maximize the recovery yield for the insurance carrier. It leverages
Wipro’s proprietary rules library, metrics and advanced analytics
techniques for predicting successful recovery. The predictive modeling
component of the RecoSURE solution not only predicts probability of
successful recovery but also predicts the potential recovery amount
thereby enabling the recovery department to align the recovery efforts
accordingly. The RecoSURE solution automates the recovery
prediction process with high accuracy.
• Simple based on:
• Limited set of indicators
• Experience and
knowledge of individual
• Judgment/Perception
based
• No anticipation/predicition
of receivables/ recoveries
• Missed oppurtunities
• Based on findings from
large set of Data
• Ability to identify new
trends / pattens
of behavior
• Ability to predict
receivables / recoveries
and proactively react
• Faster, more informed
decisions Opportunities
realization
Manual Process
Time Consuming
Error Prone
Inconsistent
Higher Recovery
Yield Lower TAT
Low LAE
Today Tomorrrow
Automated
Consistent
Accurate
Predictable
Recovery Transformation using
RecoSURE solution
RecoSURE solution identifies the critical business factors that
drive successful recovery for the insurance carrier. The advanced
predictive modeling techniques (logistical, linear modeling etc) are
used to identify business significant variables based on data,
patterns, correlations and relationships. Wipro’s proprietary rules
library holds over 200 business rules and metrics which drive the
data extraction, data assessment and data quality checks while
building the automated recovery solution
RECOVERYASARULE.
Wipro’s RecoSURE a comprehensive and
predictive recovery solution is designed to
maximize the recovery yield through a
proprietary rules library.
Wipro’s RecoSURE a comprehensive and
predictive recovery solution is designed to
maximize the recovery yield through a
proprietary rules library.

• Automatically signal the potentially successful recovery
cases to the Claims handlers, together with a reason code
and an estimated recovery amount.
Benefits:
• Improved recovery yield: Increase the number of recoveries
(increase in recovery ratio)
• Improved Average recovery per case: The focus of recovery
team is on high value recovery opportunities
• Improved referral ratio: Number of high quality cases are
identified successfully and predicted accordingly
• Reduction in Cycle time: The automated and predicted
approach improves the recovery turn around time significantly
Success Story:
"Zurich commissioned Wipro with delivering an advanced analytics
solution in the claims area. Wipro has been instrumental in
building a solution that supports Zurich in modelling and
predicting subrogation in our German Personal Lines Motor
business. The pilot phase has been completed successfully, with
the model proving a predictive accuracy of over 86% in identifying
actual recovery cases. Furthermore, it helped identifying a
substantial opportunity to capture up to 13% potential leakage in
the claims recovery process.
The insurance subject matter expertise and technical capabilities
demonstrated by the Wipro team is commendable and helped us in
delivering the project on a very tight time schedule."
Dr. Alessandra Catozzella -
Claims Performance Manager, Global Claims Zurich
Wipro’s Approach:
RecoSURESolution
Wipro uses a two phase approach for delivering the automated
recovery solution. Phase 1 includes point solution development
using predictive modeling. In phase 2, the point solution is
integrated with the claims environment
Phase 1 : Predictive modelling
phase
• Identify factors that would lead to a successful
subrogation recovery
• Identify claim cases with potential for successful
subrogation recovery
• Predict the estimate subrogation recovery amount: is it
worth to pursue it?
Phase 2 : Technology
implementation
• Integrate the recovery prediction solution with
claims environment
High Value
High Value
High
Focus recovery efforts
on high probability
high value cases
Low Value
Low
Successful recovery Probability(%)
To predict
probability
of recovery
To predict
recovery
amount
Estimated
Recovery
Amount(S) Estimated
Recovery
Amount(S)
About Wipro
DO BUSINESS BETTER

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