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Migrations

Xiao Mei

Document Description
This document outlines the considerations for a migration effort for communication platforms and/or a claims system of record, and highlights the considerations required to retain a seamless experience for both staff and customers.

Type of Migration

Claims System of Record Migration only

Legacy Claims System of Record -to-> New Claims System of Record. Hi Marley, is used as the communication platform for both legacy and new claims systems of record.

Considerations

  1. Historical Claims/Cases
    • What historical claims will move to new Claims System of Record?
    • If yes, will they have a new Claim Number/format?
  2. In Progress Claims/Cases
    • Will In-progress claims move to new system of record?
    • If yes, will they have a new Claim Number/format?
  3. Future Claims/Cases
    • Post Claims System of Record Migration, will all new/future Claims be opened via new Claims System of Record?
    • If no, what claims will still be opened Post Claims System of Record Migration?
      • i.e. – Old Policy vs New Policy, other?

Experience

Customer & Adjuster/Operator Experience

  • Historical Claims/Cases – Since, in this scenario, Hi Marley is the Communication Platform in use for both the Legacy Claims System & New Claims System the customer will have the same Hi Marley Case thread in. 
    • Recommendation
      • Use Hi Marley Connect for Communication on old Hi Marley Cases (claims) for instances of Customer texting in (reopening Hi Marley Cases).
    • Work Required
      • If Business would like to use the New Claims System of Record to conduct Messaging, i.e.- texting from the New Claims System of Record then Ingesting Claims into the System of
      • If the Claim Number/format is going to change, then the Claim Numbers associated to the Hi Marley Cases will need to be bulk updated via the Hi Marley Case Update API along with any other properties requiring update.  
  • In Progress Claims/Cases
    • Recommendation
      • Use Hi Marley Connect for Communication on old Hi Marley Cases (claims) for instances of Customer texting in (reopening Hi Marley Cases).
    • Work Required
      • If Business would like to use the New Claims System of Record to conduct Messaging, i.e.- texting from the New Claims System of Record then Ingesting Claims into the System of
      • If the Claim Number/format is going to change, then the Claim Numbers associated to the Hi Marley Cases will need to be bulk updated via the Hi Marley Case Update API along with any other properties requiring update.  
  • Future Claims/Cases
    • Hi Marley Cases are Created via System of Record.

 

 

Data

Based on the requirements above.

Claims System of Record Migration & Communication Platform Migration

Legacy Claims System of Record -to-> New Claims System of Record. Legacy Communication Platform -to-> Hi Marley Communication Platform.

Considerations

  1. Historical
    • What historical claims will move to new Claims System of Record?
    • If yes, will they have a new Claim Number/format?
  2. In Progress
    • Will In-progress claims move to new system of record?
    • If yes, will they have a new Claim Number/format?
  3. Future
    • Post Claims System of Record Migration, will all new/future Claims be opened via new Claims System of Record?
    • If no, what claims will still be opened Post Claims System of Record Migration?
      • i.e. – Old Policy vs New Policy, other?


Experience

Customer & Adjuster/Operator Experience

  • Historical Claims/Cases – Define a historical Claims/Cases date; i.e. – Claims/Cases Closed > than 3 months are considered historical.
    • Recommendation
      • Launch a texting campaign or other communication campaign informing customer of switch to new Communication Platform: Hi Marley.  Message context should be informative of new texting Communication Platform, with Claim Number and/or Policy Number, and directions for future communication.  This would likely be an Opt-in Message to collect Consent as well.
    • Work Required
      • Business do define Message Content to Inform to Customers on new Communication Platform.
      • Coordinated Date & Time to bulk Create Hi Marley Cases & Ingest Data into New Claims System of Record.
  • In Progress
    • Recommendation
      • Launch a texting campaign or other communication campaign informing customer of switch to new Communication Platform: Hi Marley.  Message context should be informative of new texting Communication Platform, with Claim Number and/or Policy Number, and directions for future communication.  This would likely be an Opt-in Message to collect Consent as well.
      • Leverage Hi Marley Connect for adjusters/Operators to build comfortability with New Claims System & Communication Platform in conjunction. 
    • Work Required
      • Business do define Message Content to Inform to Customers on new Communication Platform.
      • Coordinated Date & Time to bulk Create Hi Marley Cases & Ingest Data into New Claims System of Record.
  • Future Claims/Cases
    • Hi Marley Cases are Created via System of Record.

 

Data

Based on the requirements above.

 

Communication Platform Migration Only

Claims System of Record remains the same (no claims system migration). Legacy Communication Platform -to-> Hi Marley Communication Platform.

Considerations

  1. Historical
    • What historical claims will move to new Claims System of Record?
    • If yes, will they have a new Claim Number/format?
  2. In Progress
    • Will In-progress claims move to new system of record?
    • If yes, will they have a new Claim Number/format?
  3. Future
    • Post Claims System of Record Migration, will all new/future Claims be opened via new Claims System of Record?
    • If no, what claims will still be opened Post Claims System of Record Migration?
      • i.e. – Old Policy vs New Policy, other?

Experience

Customer & Adjuster/Operator Experience

  • Historical Claims/Cases – Define a historical Claims/Cases date; i.e. – Claims/Cases Closed > than 3 months are considered historical.
    • Recommendation
      • Launch a texting campaign or other communication campaign informing customer of switch to new Communication Platform: Hi Marley.  Message context should be informative of new texting Communication Platform, with Claim Number and/or Policy Number, and directions for future communication.  This would likely be an Opt-in Message to collect Consent as well.
    • Work Required
      • Business do define Message Content to Inform to Customers on new Communication Platform.
      • Coordinated Date & Time to bulk Create Hi Marley Cases & Ingest Data into Claims System of Record.
  • In Progress
    • Recommendation
      • Launch a texting campaign or other communication campaign informing customer of switch to new Communication Platform: Hi Marley.  Message context should be informative of new texting Communication Platform, with Claim Number and/or Policy Number, and directions for future communication.  This would likely be an Opt-in Message to collect Consent as well.
      • Leverage Hi Marley Connect for adjusters/Operators to build comfortability with New Communication Platform. 
    • Work Required
      • Business do define Message Content to Inform to Customers on new Communication Platform.
      • Coordinated Date & Time to bulk Create Hi Marley Cases & Ingest Data into New Claims System of Record.
  • Future Claims/Cases
    • Hi Marley Cases are Created via System of Record.

 

Data

Based on the requirements above.

 

 

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