With roots tracing back to the 1940s, Whitley Newman was formed via merger in late 2022. The company is a market leader in auto, property, life and investments for both personal and business insurance needs.
Following its merger, Whitley Newman conducted comprehensive business process reviews that identified key challenges with resolving underwriting questions and tracking carrier updates. At the suggestion of analysts from its parent, Navacord, the company evaluated and then adopted ProNavigator’s AI-enabled knowledge management platform.
ProNavigator provides Whitley Newman’s account managers with instant access to the underwriting information they need, enabling them to issue policies faster, without having to wait for underwriters to provide confirmation. Automated updates of carrier information and comparisons have also accelerated quoting and saved significant time. Customer satisfaction has improved significantly as account managers are now more confident, responsive, and effective in serving their policyholders.
• Full-service brokerage, part of Navacord
• Formed via merger in late 2022, with roots that trace back to 1949
• Market leader in auto, property, life and investments – for both personal and business insurance
• Seven offices throughout Ontario
Following its formation via merger in 2022, Whitley Newman conducted comprehensive reviews and updates to all of its business processes, SOPs, and workflows. These reviews both codified best practices and identified opportunities for improvement.
Two pressing issues were delays in binding new policies due to unresolved underwriting questions, and excessive time and resources required to monitor updates from carriers. These challenges contributed to lengthy waiting periods – often measured in days – that frustrated customers.
At the suggestion of business analysts from its parent organization, Navacord, Whitley Newman evaluated and then adopted ProNavigator’s AI-enabled knowledge management platform. The new platform was deployed rapidly, with minimal IT support, and Whitley Newman was up and running on ProNavigator in a matter of weeks.
“ProNavigator gives our brokers full underwriting knowledge at their fingertips. Now they have the information and confidence they need to answer policyholder questions and bind policies without having to wait for confirmation. We are saving a tremendous amount of time.”
After deploying ProNavigator, Whitley Newman realized a number of significant benefits:
• Faster, more efficient policy issuance – immediate access to underwriting guidelines, payment plans, and comparisons gave account managers the information needed to bind policies, eliminating delays caused by waiting for answers from underwriters.
• Time and resource savings – ProNavigator’s automated updates have saved significant time and resources (at least two FTEs) that had previously been dedicated to keeping carrier information up-to-date.
• Improved customer experience – Customer satisfaction has improved significantly as account managers are now more confident, responsive, and effective in serving their policyholders.
The adoption of ProNavigator has helped bring Whitley Newman’s newly merged organization together by eliminating key pain points, improving customer service, and supporting common best practices across the company’s seven offices. The efficiency gains and time savings are enabling Whitley Newman to deliver even more value to its clients, and provide faster, easier access to specialty products and coverages.
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