The insurance sector in the UK is built on rich traditions and face to face operations. Just a few months ago, 7000-plus industry specialists walked in and out of Lloyd’s of London market place each day to exchange risk propositions, discuss policies and close deals on the 300-year old trading floor.
The coronavirus lockdown closed the doors to the Lloyd’s underwriting floor and forced these deals into living rooms and home offices, driven by the latest cloud technology. For a sector notoriously resistant to replacing valuable in-person operations with digital processes, insurers pushed their own limits and embraced new ways to transact, meet and close deals. In fact, our clients across the Financial Services sphere responded to the crisis with real creativity and imagination to keep the cogs turning, with long-term positive impact on their businesses
One such example is how Microsoft’s Power Platform technology allowed Redspire client Beazley to work with us to being a solution – Beazley Booking – to market, in days and weeks instead of the months and years strategic projects can often take.
Let’s take a look at the Power Platform for insurance use case for the booking app.
Power Platform for Insurance booking app: solution overview
The solution is built on three key processes and scenarios:
- Power Apps for Underwriter Availability Management.
Underwriters assign their availability in the Power Apps Model Driven App which is then visible to the brokers to review.
- Broker Portal for Booking a Timeslot
Brokers log on as external users to the Broker Power Apps Portal, see which underwriters they want to meet, see time slots available and can create an agenda, attach documents like insurance slips and submit the booking.
- Power Apps for Booking MI
Underwriters and brokers time is automatically booked out in their Outlook diary for the meetings, which can be set up on Microsoft Teams and WebEx. Booking MI is available to view in the Power App.
Process 1: Power Apps for Underwriter Availability Management.
Built on a Power Apps model driven app for internal users, including Underwriters and Underwriting Assistants.
Contact Record with custom fields
- Created contact records for underwriters within the internal Model Driven App.
- Custom fields created to enable the booking process, including insurance type drop down, contact details, time zones, WebEx or Teams meeting ID
- On tab 2, Underwriters and Assistants can manage their time, and set timeslots, length of meeting and availability throughout the working week, and set exceptions for unavailability for things like other meeting types, personal appointments, focus time and annual leave.
- Power Automate takes all of this information and creates a range of timeslots for Brokers to view and choose, displaying date, time, length of appointment and time zone; important working across multiple geographies.
- Built on the Common Data Service, information and data is now available within the portal and available to Broker and other external users.
Underwriters can set their availability
Process 2: Broker Portal for Booking a Timeslot
Within the outward facing Broker Portal, built on a Canvas App, external users can view their forthcoming bookings with Underwriters, book new appointments and add documents to upcoming bookings.
External user portal view
When an external user logs into the Portal, they’re taken directly to a view of all of the bookings they currently have with their chosen underwriters at a glance.
- Key meeting information is displayed via Subject, time slot, booked by, underwriter, insurance type and link to video-conferencing fields.
- Each appointment is also sat in each user’s calendar, sent by Power Automate.
- Within this view, external users can also book a new timeslot via the book timeslot button in a simple three step process.
- Step 1 – select insurance type to filter available underwriters from that business area. Select underwriter from the drop down menu, before adding subject.
- Step 2 – the system surfaces the available time slots for the user to choose from. When a time slot is selected, users can add agendas and upload documents like insurance slips to allow the underwriter to gain context to the meeting and prepare accordingly
- Step 3 – here you can review all information submitted and make any amendments before submitting the booking request.
- Upon booking the timeslot, there are two actions that take place. The timeslot is created in the Underwriter’s Model Driven app and Power Automate will send a calendar invite to both parties with the high level information, videoconferencing link, agenda and any attachments.
- My time slot Portal front page will now show the new appointment in the view.
- Back in the Underwriter’s Model Driven app, the management information will show the new booking and the meeting sits in their Outlook calendar, with no need to respond to the sender.
Booking an Underwriter appointment
Process 3: Booking MI
Booking MI is the Underwriter’s go-to view to prepare for the week ahead and mange their workloads and opportunities.
- Go into management info tab within the Underwriter’s Model Driven App.
- Three charts to provide high level info to underwriter on their week ahead by broker, by attempted timeslot bookings and active timeslots, thus allowing them to plan for the week ahead.
- These insights allow Underwriters to understand which brokers are booking and how often, to gain visibility on the brokers attempting to book and to measure where their time is being spent for maximum efficiencies.
- MI is fully extensible to additional integrations to fit wider business needs or to evolve with future iterations or augmentations.
Management Information within the Model App
Power Platform: no limits extensibility
Beazley’s CTO Mark Moerdyk says: “Beazley Booking uses the Microsoft Power Platform to improve the quality of interactions with brokers and ensure that our underwriters have access to data that can help improve service in the future. This is not only a system that improves our service during this period of social distancing but also has the capability to provide long-term support as the market adapts to a more efficient and flexible model.”
Less code, more power: 86% of Fortune 500 companies use Power Apps
With 86% of Fortune 500 companies using Power Apps, there’s never been a better time to modernise your data and harness the power of the Power Platform and Microsoft Dynamics 365. No-code, low code capability is here now and can augment your legacy systems to fit the new normal in days and weeks. Want to hear more?
About Redspire and the Microsoft
Redspire are a CRM Consultancy and Microsoft Gold Partner, specialising in Dynamics 365 and The Power Platform. We partner with the UK’s leading Financial Services organisations to lead them through powerful digital transformation, improve operations and process automation with Microsoft’s suite of business applications. Interested in the awesome power of Power Platform? Find out more about Power Apps and Beazley booking on the Connecting Brokers and Underwriters webinar with Megan Meneely, Billy Lyle and Beazley’s Mark Moerdyk.
Want to talk all things Power Platform or Dynamics 365? Get in touch with us touch on 0845 226 8170 or email us at firstname.lastname@example.org.