Security First Insurance

An insurance company tackles Big Data challenges with powerful analytics tools on a scalable cloud platform.

Serving Customers in an Emergency

Natural disasters often result in destruction, disrupted services and widespread chaos. They can also generate high volumes of social data, as thousands simultaneously turn to social media to offer information and seek answers.

Using today’s vast supply of real-time mobile and social data, such as videos, pictures, texts, tweets and status updates, emergency-response teams can apply advanced analytics to this raw data and extract valuable insights to inform their recovery strategies. Real-time analytics can help public and private agencies identify areas needing relief—and the types of relief needed.

Challenge

A Sudden Surge in Claims

Security First Insurance normally processes several hundred claims a month. After a natural disaster, the company may receive thousands of claims at once through social media as well as more conventional phone and e-mail contact.

Solution

Real-Time Social Response

Social Media Capture 4 provides organizations with real-time routing and response to social-media messaging through sentiment analysis of the data.

Result

Leadership through Efficient Service

The cloud platform helped Security First Insurance to initiate great volumes of claims automatically and in real-time, even from sourcing as informal as social-media messages, and to process them far ahead of its traditional time frame. This efficiency positions Security First Insurance well against its competition in the insurance field.

A Deluge of Claims

The resources of any large insurance company are stretched far beyond routine demands when disaster strikes. Security First Insurance, a Florida-based personal and residential insurer, typically handles 700 claims a month. After an event like a hurricane, tens of thousands of customers may need the company’s assistance urgently.

In partnership with IBM Business Partner Integritie, Security First Insurance implemented an innovative analytics platform that turned business disruptions into a market-leading advantage. The solution enabled Security First Insurance to provide an efficient and flexible response system for real-time queries from mobile and social sources, while dramatically reducing the cost and speed of resolving these customer requests.

New Channels of Communication

With the advent of the digital age, the proliferation of social media and mobile devices has led to a boom in the volume and variety of incoming Big Data: videos, pictures, texts and tweets of what’s occurring. To make sense of so much data, organizations like Security First Insurance are using sophisticated analytics and cloud technologies to extract useful information.

After a natural disaster, insurance companies are faced with sudden spikes in the volume of filed claims that come increasingly from informal channels of communication. Mobile devices and social media are quickly becoming the default vehicles for customer requests, especially when the power grid is down.

When customers experience a loss, our goal is to begin the recovery process as quickly as possible,” said Werner Kruck, chief operating officer at Security First Insurance. “IBM’s big data analytics software allows us to automatically prioritize and route incoming messages saving us a tremendous amount of time and effort. Responding quickly to our clients to meet their expectations is our top priority, and IBM is helping to make that possible.

Signal and Noise

Security First Insurance needed to efficiently collect, analyze and process the flood of information to deliver the most responsive service to its customers when they most need it. The insurer pulls much of its data from social and mobile media. Such “unstructured” data, arriving without organization based on particular rules or models, is difficult to sort, analyze and store.

The right Big Data & Analytics platform helps organizations distinguish signal from noise. The tool must be smart enough to determine a customer’s needs from a Facebook comment or a 140-character Twitter message, while powerful enough to process tens of thousands of such messages at once and respond with the appropriate action within seconds.

By combining social listening, content analytics and content management capabilities, Security First Insurance has implemented a solution that analyzes incoming messages sent by e-mail and social media. This analytics tool uses text mining, text analytics and natural-language processing to detect keywords that convey distress or identify significant property damage. The tool then prioritizes the messages and routes them to the proper personnel—an agent, claims representative or other professional—to promptly resolve the issue.

When customers experience a loss, our goal is to begin the recovery process as quickly as possible,” said Werner Kruck, chief operating officer at Security First Insurance. “IBM’s big data analytics software allows us to automatically prioritize and route incoming messages saving us a tremendous amount of time and effort. Responding quickly to our clients to meet their expectations is our top priority, and IBM is helping to make that possible.

Faster Development, Faster Service

As with any insurer, Security First Insurance’s claims-processing system is subject to sudden, irregular fluctuations in demand. To run such advanced analytics on real-time data requires a platform that can quickly scale its processing power up or down to respond to surges and ebbs in incoming social and mobile data.

Building out a physical infrastructure capable of supporting the system’s computing needs in times of high demand can be cost-inefficient in times of lower demand.

The always-on cloud platform delivers scalability and flexibility with agile, rapid time-to-value, ease of assembly, and reduced IT needs, so organizations of any size can access the power of Big Data & analytics without having to take on the costs and risks of building and managing the infrastructure to support it.

Customer Service, Not Administration

We’re only beginning to see the power that comes from coordinating social, mobile and cloud platforms with Big Data & Analytics—especially during emergencies like those Security First Insurance must anticipate. The customers an organization serves depend on it to make sure these tools work together for the most efficient delivery of the products and services they provide.