Case Study: New Jersey Manufacturers Insurance Group achieves faster claims processing and better customer experience with Hyland OnBase

Insurer modernizes claims processes and enhances customer experience with Hyland’s OnBase

New Jersey Manufacturers Insurance Group (NJM), a major workers’ compensation insurer, was challenged by a legacy imaging system that wasn’t integrated with Guidewire, making claims processing paper-heavy, slow, and difficult to manage. The lack of timely access to secure claim information affected customer service, workflow automation, and visibility into claims, especially for complex workers’ compensation cases. Hyland OnBase was used to help modernize these processes.

Hyland implemented OnBase on AWS and integrated it with Guidewire ClaimCenter, migrating more than 30 million documents and automating capture, linking, and notifications for claims-related records. The result was faster claim handling, better self-service for customers, and improved efficiency across NJM’s 2,300 users; inquiries that once took days can now be resolved within hours. NJM now manages more than 300 million documents in OnBase and inputs about 17 million documents annually, supporting its growth and stronger customer experience.

New Jersey Manufacturers Insurance Group

Harold Fink

Vice President of Claims Operations