Modern insurance experiences for Australia’s policyholders
Overview
One of America’s leading financial services providers offering life insurance, annuities and supplemental health products recognized that manual, outdated document workflows were slowing their growth and introducing compliance risks.
To accelerate their digital transformation, they partnered with us to replace legacy processes with a secure, automated Pega-based solution. By modernizing document management and integrating e-signature capabilities, the company unlocked faster, error-free approvals while ensuring compliance across every transaction.
The Challenge
The existing system created delays and compliance risks, requiring manual efforts to process agent commission statements and manage document authentication. Here are some of the roadblocks they faced:
- Time-consuming agent commission statements took up to 12 hours daily with high error rates
- Lack of a centralized document repository made tracking and verifying approvals difficult
- Manual errors and redundant processing slowed turnaround times and inefficiencies across departments
- A rigid legacy system, making it difficult to scale operations and adopt digital-first strategies
A modern, digital-first solution was critical to improve accuracy, reduce delays, and ensure compliance in a heavily regulated industry.
The Solution
We worked closely with the client to comprehensive automation and compliance framework built on Pega, enabling a secure, fully digital document signing and approval process:
- Enabled e-signature transactions within the contact center
Allowing policyholders to sign documents from anywhere - Integrated DocuSign for multifactor authentication
Ensuring legitimacy and security - Automated document retrieval and archiving through FileNet
Eliminating manual storage efforts - Optimized agent commission statement processing
Leveraging Pega bots for accuracy and efficiency - Implemented automated workflows
For surrender policy cases, payment processing, and error handling
With these enhancements, the company eliminated manual roadblocks, improved transaction security and ensured compliance with key regulations like the UETA, ESIGN, PCI DSS and HIPAA.
The Impact
We streamlined workflows, reduced delays and strengthened compliance, allowing our client to process transactions faster while improving accuracy and overall user experience through seamless automation.
- 95% accuracy achieved in agent commission statements, eliminating human errors
- E-signature transactions completed within seconds, accessible globally for policyholders
- Eliminated time-consuming manual efforts, allowing teams to focus on high-value initiatives
- Full compliance with industry regulations, securing customer trust and business integrity
- A scalable digital document framework, allowing the company to innovate and grow
Beyond the Numbers
What began as a push to modernize document workflows evolved into a fundamental operational transformation. The organization now benefits from faster approvals, lower operational risks and a scalable digital foundation that supports growth in a competitive, regulated market.
Celebrating Success
This transformation redefined how our client handles document approvals, making processes faster, more secure and fully compliant. With a scalable and fully digital framework, they can now accelerate approvals, minimize risks and enhance overall operational agility.
At HCLTech, we don’t just modernize systems, we help businesses rethink how they operate. Together, we built a high-performance management system that eliminates bottlenecks, enhances compliance and ensures long-term business value and agility.
