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Customer Case Studies

Safety Insurance

Modernizing to Attract and Retain Talent
Safety Insurance, founded in 1979, is a leading provider of property and casualty insurance in Massachusetts, New Hampshire, and Maine. The company offers a portfolio of personal lines of insurance products, including private passenger auto, homeowners, dwelling fire, and personal umbrella policies, as well as commercial lines of insurance products spanning commercial auto, business owner, commercial package, and commercial umbrella policies.
At the heart of Safety Insurance’s business is a proprietary claims processing system, which runs on an IBM® i environment. A bottleneck that the company often experienced was its ability to access third-party systems, which is essential for processing customer renewals in a timely fashion. Long-time employees often found these systems difficult to use, with poor response times that impacted productivity. At the same time, many younger employees were struggling with the technology, citing it was difficult to learn and navigate. In fact, some employees had never seen a green screen before, having grown up with mobile and browser-based applications. Safety Insurance briefly considered replacing its existing systems but calculated that the project could take more than three years to complete and cost millions of dollars—with no guarantee of success. However, the IT team decided to begin searching for ways to better harness its system’s power while also making it easier for employees to perform day-to-day tasks.
  • Enhanced Efficiency: Rocket® Modern Experience (formerly known as LegaSuite) enabled Safety Insurance to enhance its claims processes and generate an improved customer experience.
  • Modernized Interfaces: Leveraging Rocket® Modern Experience, Safety Insurance was able to convert more than 800 green screens to a modern GUI.
  • Improved Employee Experience: With a modern GUI in place, Safety Insurance was able to better support its employees, improve training and attract more top talent.
New employees have reduced training time by over a week, and claims adjusters continue to provide positive feedback about the system. Everything is so organized you don’t have to hunt to find the information you need. Instead of having to use function keys, you just double click.
Chris Smith
Information Technology Director, CISM