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

Harford Mutual Insurance Group achieves 54% straight-through processing with GhostDraft

Harford Mutual Insurance Group, a regional commercial lines carrier, faced the challenge of replacing its 25-year-old legacy policy system to increase its straight-through processing rate from under 10% to over 20%. To meet this goal, they partnered with vendor GhostDraft and implemented its Customer Communications Management (CCM) solution alongside a new Sapiens PolicyPro system.

The solution involved building a new agent portal and defining rules for risk and referrals. With GhostDraft CCM managing forms capabilities, the project resulted in 54% straight-through processing, allowing policies to be quoted, bound, and issued in real-time. This automation led to a 100% increase in premium volume and enabled underwriting staff to focus on more complex risks.

Harford Mutual Insurance Group