Amica Insurance

Case Study

Amica is a property and casualty insurance company, offering automobile, homeowners, marine, personal excess liability and life insurance products. Founded in 1907, Amica celebrated its 100th year anniversary in 2007, and is the oldest mutual insurer of automobiles in the United States.

Amica was searching for a solution that would provide their inside claim handlers with easy access to lookup maps for their direct repair shops and glass program partners. The business vision was that a claims representative would be talking to an insured customer calling in an accident claim. When the need for a body shop is discovered, the CSR would open an intranet site, and input a state or zip code. A mapping product would return a graphical result set, showing all repair shops whose work and facilities we had verified met their standards within the geographical area.

Prior to implementing Flashmaps products, all representatives used paper lists in the call centers, which were not easy to search, constantly exposed us to the risk of providing outdated data, and did not provide any way to determine proximity location of the shops in regards to insured. It was a key benefit to be able to point insured callers to available shops closest to them.

Amica chose Flashmaps AreaSelector USA States and Counties, and DB Mapper Location Maps to provide street level detail cartography to display the neighborhoods of specific shop locations. This also enabled providing general driving directions. Amica also requested customizations to provide zip code searching within a dynamic user selected radius, the capability to select by cities as well as states, and search by provider type (Glass or Repair). Finally, Amica requested a custom application to provide administration of shop information, including additions, updates and deletions.

"Without a doubt, Flashmaps has been one of the best companies I have ever dealt with. Despite the time and geographical differences, responses have been prompt, professional, courteous, and consistently provided quick resolution to any questions or problems that may have arisen.", said Larry Brown, Sr. Systems Engineer at Amica.
Amica knew from the beginning the direction they wanted to move in and relied on Flashmaps for periodic advice.

Some user quotes about their staff and use of Flashmaps:

"They love Flashmaps... I have been showing them how useful it can be to check the customers area before you discuss our Repair Assistance Program because you have the shops right in front of you. This is a big improvement from what we had and I also know it's going to really help with glass as well.", stated Matt Cronin, Amica Sr. Supervisor.
This application makes a perfect example on how Flashmaps products can turn data into useful information. Accessing a map showing the shops closest to the user instead of browsing a list lets Amica's representatives have everything they need in front of them, so they can assist customers quickly and precisely.

Matt also mentioned:

"Flashmaps has allowed us to have easy access to all of our network glass repair shops. Our current out of program workflow would not be possible without the assistance of the Flashmaps program."
This application also makes a good example on how Flashmaps products offer an excellent return on your investment. Making use of Flashmaps products, Amica provides their clients a fast and accurate referral service, which means keeping customers satisfied.

"Flashmaps has made it much faster for our reps to determine if there is a referred body shop in the area for our insureds and this helps speed up the claims taking process.", said Joy Boualapha, Assistant Supervisor at Amica.
Unfortunately, we cannot show you this application working, as Amica's intranet is not public, but we encourage you to visit Amica's website and another implementation of AreaSelector + DB Mapper.