Credit Union Insurance Provider

Posted by Encora on Sep 22, 2023 10:31:53 AM
Encora’s approach drove significant improvements across the client’s eCommerce KPI dashboard.

Topics: Appian, Banking, Financial Services & Insurance

Industry Context

Repetitive procedures like processing extensive data on various types of risks can take up more than 50% of an Underwriter's workday. Automation can provide several benefits to the Underwriting process, including increased efficiency, reduced errors, and time savings for Underwriters. 

Appian is a popular low-code platform used for Underwriting Automation, transforming the insurance industry. The Appian platform provides a visual development environment that allows users to create custom applications using drag-and-drop interfaces, without the need for extensive coding knowledge. This makes it an ideal platform for automating the Underwriting process, as it allows for the creation of customized workflows and business rules.

CU Industry

Client Challenge

The client is a leading provider of insurance services to approximately 380 credit unions with a total of more than five million members in the Canada Credit Union System. It offers business, liability, and property insurance to credit unions. For the credit unions’ members, the client offers multiple types of insurance, including credit and mortgage protection, life, disability and critical illness, home, auto, travel, and employee benefits. 

The company relied on outdated Underwriting technologies, which led to time-consuming processes like manually compiling data from several sources. Extensive manual form-filling processes with siloed and inaccessible data, long turnaround times, quality issues, and procedural errors contributed to a decrease in productivity and a rise in operating costs. The labor-intensive and cumbersome process led to customer attrition. 

Identifying the need to meet evolving customer expectations and perform accurate risk assessments, the client approached Encora for Underwriting automation. They intended to replace the outdated Underwriting system with a system that would provide the accuracy and flexibility needed to make profitable portfolio decisions. 

CU Challenge


  • Defined the scope and requirements of the project. It involved Technology Evaluation of the existing system and creating a Product Roadmap for automating the Underwriting process with Appian's low-codeplatform​
  • Created a visually appealing and intuitive User Interface that simplifies the Underwriting process for users​.
  • Platform Development Services to develop a unified Underwriting System using the Appian platform, where data intelligence, decision points, and documentation work in tandem.  
  • Created workflows, integrations, and rules for Automation, that empowered the Underwriters with the ability to perform actions that can trigger automated requests for more information like Medical Information Bureau, customer historical relationship information, 3rd party requests, lab testing, doctor & legal opinions, etc. Using these, the underwriter can match the data against the current information on a single pane of glass, which ultimately makes their decision-making process much easier, faster, and more accurate.
  • Application Codified to reduce dependency on developers and privileging the customers with access to expanding the rules, contracts, or changes as and when it is necessary. This improved the agility and responsiveness of the team and increased customer satisfaction and engagement.
CU Approach


There was an acceleration of the Underwriting process with better data, faster workflows, and reduced operational costs. Modernized Underwriting operations with automation enhanced the Underwriting discipline and consistency. Automation freed up underwriters to work on higher-value projects. Integration of previously siloed functions and systems improved the insights and streamlined the internal operations.  

Automated processes reduced human error and discrimination through data-driven decisions. Completion of risk assessment was now quicker than manual process. This dramatically enhanced the customer experience by offering immediate coverage at lower prices.  

  • Increased the percentage of outstanding tasks reviewed within SLA from 62% to 90%​ 
CU  Results
CU Outstanding tasks

Outstanding tasks reviewed