Legal & General America, a national life insurer that sells through independent agents, has deployed DocuSign to deliver policies to agencies and customers electronically to accelerate sales and service times.
By working directly with DocuSign to implement its eDelivery software, Legal & General was able to build a more flexible solution at a significantly lower cost than by buying a service from a third-party vendor. The process, designed in large part by managers in the admin services department, includes supporting the completion of policy delivery requirements and payment processing, all within an electronic signature session.
After initial expectations for the project were set, a small team of IT and admin services staff took ownership of the project. Team members held periodic meetings with management to provide updates.
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The project was staffed by one software engineer who handled the technical architecture, implementation and ongoing maintenance. DocuSign, a provider of e-signature technology, and PayPal, an e-payments provider, were also engaged in the process. Both contributed resources through providing account managers and technical support staff.
Encouraging agency partners to adopt the new technology was also challenging at first. Mitigating this issue required extra effort by Admin Services to answer questions and ensure a smooth transition for each agency. Adding new features such as agency approval prior to customer delivery, dynamic mode changes, and PayPal integration has also been helpful.
The eDelivery process has reduced the cycle time — from policy submission to final disposition — for participating customers by more than two weeks. In addition, the company has converted almost 20 percent of issued policies to the electronic process, which has both cost and environmental benefits.
