Industry expertise and GIAS technology will help deliver better services
To enable faster product development, greater process automation 
and higher-quality interactions with its North American insurance clients, Fidelity Life Association (fidelitylife.com) has selected Concentrix Corporation (concentrix.com), a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), to process insurance claims and certain aspects of life insurance benefit plans through its Concentrix Insurance Solutions (CIS) third party administrator (TPA) business operation.
Concentrix partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction.
“After evaluating several Third Party Administrators, we selected Concentrix Insurance Solutions for its in-depth insurance expertise, use of modern Web-based technology, excellent reputation, and ability to meet our rigorous service standards,” said Julie Anderson, Director of Operations, Fidelity Life Association. “We look forward to having Concentrix delivery experts help us maximize each customer experience—all while optimizing our internal business processes and ability to launch innovative new life insurance products.”
Expert TPA Services and Benefits
Upon deployment, Concentrix will provide a full-range of licensed insurance administration services and processes for Fidelity Life. Concentrix Insurance Solutions will utilize its easily customizable, Web-based insurance administration system, “GIAS.” The solution will also include the GIAS Web Portal; it is an integrated, virtual, self-service access tool for policyholders to view and update their contract information and for agents to view production information.
Concentrix Insurance Solutions will use the deep industry knowledge and expertise resident in its Greenville, South Carolina, operation to:
- Support agent/producer and contract policyholder inquiries via mail, phone, or email
- Embed strict business controls and governance into its technology and processes
- Deliver financial reporting, operational metrics, and sales statistics
- Complete financial and non-financial transactions for contract owners and benefit payments for death claims
- Perform financial accounting, treasury and producer commission support functions, and records management with image and workflow capabilities
- Implement operational controls, payment distribution services, reinsurance administration services, technology support, and disaster/business recovery services.
“As a leader in transforming and delivering insurance solutions for more than 100 clients, Concentrix Insurance Solutions is perfectly positioned to help Fidelity Life Association achieve its goals of increasing productivity, customer service, speed to market, and, ultimately, revenue,” explained Chris Caldwell, President, Concentrix Corporation. “While GIAS will be the core application for servicing the policies, our industry expertise, transition methodologies, ancillary applications and processes, and global delivery capabilities will enable us to implement the complete solution to meet our client’s strategic business objectives.”
Concentrix’s GIAS Technology Platform
Fidelity Life joins the expanding list of Concentrix Insurance Solutions clients to benefit from GIAS, a next-generation, Java-based software application. Acting on behalf of Fidelity Life, Concentrix’ Policyowner Service representatives access GIAS to make policy changes, process claims more quickly and speed up phone response times. What’s more, the platform helps Fidelity Life to meet strict insurance regulations; easily create new insurance product coverage benefits; and report on operational metrics.
The self-service portal that integrates on the front-end of GIAS extends web access to policyholders and agents, allowing for more transactions to be performed by agents and policy owners. This provides the opportunity for increased customer satisfaction and reduced operating costs.
Expert TPA services from Concentrix Insurance Solutions, coupled with the modern technology platform, enable its servicing team to help Fidelity Life be more competitive, while continuing to fulfill hallmark servicing expectations for Fidelity Life policyholders.
