Learn how this organization developed the business case and implemented the project to build an integration solution between disparate systems to more effectively communicate with policyholders and external claimants in their Property and Casualty subsidiaries of American National Insurance Company. The presenters will share details including requirements to implement a secure integration strategy to authenticate through and communicate with third party systems, including Guidewire ClaimCenter® and IBM Resource Access Control Facility (RACF). Moving forward, specific design considerations included Single Sign On (SSO) capabilities from the P&C systems to IBM WebSphere Portal. Additional considerations required use of claims system data via web services to capture all relevant data about the claim, and an imaging system, CM8, to store the relevant claim information and documents as the source of record. Understand the achievements of this multi-channel solution, best practices and lessons learned, and future directions.

1. How ANICO Brought Subsidiary
Systems Together to Communicate
with Policyholders & Claimants in
IBM WebSphere Portal
Abraham Farris, Lead Web Experience Factory,
WebSphere/Portal Developer, Field Systems, ANICO
Dave Jacob, Managing Partner, Davalen

2. © 2014 IBM Corporation
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the workload processed. Therefore, no assurance can be given that an individual user will
achieve results similar to those stated here.
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3. Agenda
• Presenters and Companies
• ANICO and ANPAC/FF Environment
• Business Needs, Challenges and Requirements
• A Day in the Life: Before
• Metrics, Implementation Team and Approach
• Project Challenges
• A Day in the Life: After
• Project Successes
• Questions
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4. Poll: What is Your Job Role?
Text code to 22333 or tweet @poll
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Job Role Text
Code
Tweet
Human Resources
or Administration
362314 @poll 362314
IT 353009 @poll 353009
Marketing/Sales 353014 @poll 353014
Social/Digital
Experience
362318 @poll 362318
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Example

5. Presenter: Dave Jacob
• Managing Partner and cofounder,
Davalen
• Fellow in the Life Management
Institute (FLMI), focuses on
architecture of portal
implementations for insurance and
related companies.
• Project Manager for ANICO Project
© 2014 IBM Corporation
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6. Davalen
• IBM Premier Business Partner
• Established 1993
• Specializes in System Integration for Digital
Experience
© 2014 IBM Corporation
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7. Presenter: Abraham “Abe” Farris
• Been in the tech industry since
1998
• Joined ANICO in 2001.
• Responsible for the IBM
WebSphere Portal architecture and
IBM Web Experience Factory (WEF)
best practices.
© 2014 IBM Corporation
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8. American National Family of Companies
American National offers a broad variety of life
insurance, retirement annuities, accident and
health insurance, pension plan products and
services, credit insurance, and property/casualty
insurance for personal lines, agribusiness and
targeted commercial exposures. Products are
distributed through career agents, independent
marketing organizations and multiple line
exclusive agents as well as direct distribution
channels.
© 2014 IBM Corporation
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10. • IBM WebSphere
Portal
• IBM Tivoli Directory
Server
• Microsoft Active
Directory Server:
Underwriters Sign on
• IBM Web Experience
Factory
© 2014 IBM Corporation
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• Microsoft Outlook:
Messaging system
• IBM RACF / Microsoft
.NET
• Fusion GuideWire:
Claim processing
system
• IBM CM8: Imaging
ANICO ANPAC/FF

11. Original Business Need
A common, secure and simplified messaging
framework in IBM WebSphere Portal for ANICO
and subsidiary, ANPAC/FF, to communicate for
policyholders, claimants and adjusters.
© 2014 IBM Corporation
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ANPAC/FFANICO

12. Challenges:
• Corresponding with outside party in Microsoft Outlook
required multiple steps and requirements to meet
confidentiality regulations.
• Strict guidelines over incoming and outgoing email
addresses requiring special and time consuming steps
• How to handle imaging of claims and how much
control adjusters had.
• Provide Single Sign-On with multiple and different
systems need to be integrated.
• Proper client registration without duplication
depending on role.
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13. Solution Requirements:
• Secure and simplified messaging
• Similar user interface for consistency
• Single Sign-On
• Registration without duplication
• Automation of claim images and
documentation
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14. A Day in the Life: Before
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15. Cumbersome encryption
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16. Confusion Registration
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17. Solution Metrics
• 225 Adjusters
• 300 Daily Claims
• 92,000 Claims in 2013
• 800,000 Policy Holders
© 2014 IBM Corporation
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18. Implementation Team
• ANICO/ANPAC/FF:
– Deanna: Project Manager
– Judy: Backend Project Design
– Abe: Lead Developer
• Davalen
– Dave: Design Team & Project Manager
– Kevin: Lead Developer
– Jessica: IBM Web Experience Factory Developer
© 2014 IBM Corporation
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19. Approach
1. Adjuster looks up claim number within GuideWire®
which provides the approved email address for Read-
Only correspondence.
2. Every sent item is automatically archived/imaged in
CM8 including attachments
3. PingFederate plugins for IBM RACF/Microsoft .NET to
IBM WebSphere Portal/IBM Tivoli Directory Server
4. Clients email address is associated with claim number.
Depending on which repository it resides in the
system will provide correct request (policyholder vs
claimant)
5. Simulated current messaging system
© 2014 IBM Corporation
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20. Project Challenges
1. How to handle all the data
2. Identification overlap of user between
systems
3. Storing, generating and handling PDFs
4. Multiple file types and sizing requirements
(example: images)
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21. A Day in the Life: After
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22. Recipient Control
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23. Easy claimant registration
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24. Registration
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25. Claimant Login
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26. Status update
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27. Inbox View
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28. Reply
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29. Adjuster Views the response
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30. SSO access from Policy Holder system
© 2014 IBM Corporation
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31. “The secure email portal will allow us
to communicate with our customers
more effectively and efficiently thus
making it easier to do business with
us.”
Deanna Walton
AVP, Field Systems Services
American National Insurance Company
© 2014 IBM Corporation
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32. Questions?
© 2014 IBM Corporation
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33. © 2014 IBM Corporation
Contact
 ANICO (AM Best Rated A Life Insurance Company)
Web: http://www.anico.com
Web: http://www.anpac.com
Web: http://www.farmfamily.com
 Abraham “Abe” Farris, Lead WEF/Portal Developer of Field Systems , ANICO
Email: Abraham.Farris@ANICO.com
 Davalen, LLC (Premier IBM Business Partner)
Web: http://www.Davalen.com
Community: http://blog.davalen.com
Twitter: @Davalen
 Dave Jacob, Managing Partner, Davalen LLC
Email: djacob@Davalen.com
Phone: (800)827-8451 x 104
Twitter: @TechieDaveJ
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Sponsor
Booth #101

34. © 2014 IBM Corporation
For Additional Information
 IBM Digital Experience Solutions
http://www-01.ibm.com/software/collaboration/digitalexperience
 WebSphere Portal and IBM Web Content Manager Information Center
Wiki
http://www-10.lotus.com/ldd/portalwiki.nsf/
 IBM Digital Experience Demonstrations:
http://www.youtube.com/user/IBMXWebX
 IBM Collaboration Services Business Solutions Catalog
https://greenhouse.lotus.com/catalog/
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