Case Study: Harford Mutual Insurance achieves 54% straight-through processing with GhostDraft CCM

Harford Mutual Insurance Achieves 54% Straight-Through Processing

Harford Mutual Insurance Group, a regional commercial lines carrier, faced the challenge of replacing its 25-year-old legacy policy system, which was only achieving under 10% straight-through processing (STP). They partnered with vendor GhostDraft and implemented its Customer Communications Management (CCM) solution as part of a broader initiative to modernize their systems and significantly increase automation.

The solution involved integrating GhostDraft CCM with a new Sapiens PolicyPro system and a custom-built agent portal to enable real-time digital document generation. This implementation by GhostDraft allowed Harford Mutual to far exceed its goals, achieving 54% STP and doubling its premium volume. The results include decommissioning legacy systems, delivering policy documents to agents in minutes, and allowing underwriters to focus on more complex risks.

Harford Mutual Insurance Group

Steven Linkous

President & CEO