Streamlining a PEO's certificate of insurance workflow

The challenge

A professional employer organization (PEO) contacted Marsh for assistance optimizing their certificate of insurance workflow for their client workers' compensation program.

Some of the pain points of their existing program included:

Inconvenient access: Clients had no way to access their documents on demand. To receive their certificates, clients had to email or call the PEO's service center during business hours and wait 24 to 48 hours for their documents.
Resource intensive: A large service team was required to handle the constant and repetitive requests for certificates from the PEO's considerable client base.
High liability exposure: There was a lack of support for complex insurance situations, including special endorsements, state-specific items, and emergency policy issuances, putting the PEO at an increased risk of financial and reputational harm.
Renewal bottleneck: Processing annual renewals was a significant undertaking, often resulting in the manual delivery of documents just days before certificate expiration, frustrating the PEO and their clients.

The solution

Marsh's team worked closely with the PEO and their workers’ compensation insurance carrier to develop a comprehensive solution that addressed these challenges.

Key highlights of the solution include:

Self-service certificates: With Marsh’s proprietary digital PEO portal, clients can now generate and access their certificates online 24/7/365. Once logged into their PEO account, clients can seamlessly access Marsh's portal using single sign-on (SSO), eliminating the need for additional passwords or usernames.
Operational efficiency: The self-service capability of Marsh’s solution has significantly reduced the volume of clients contacting the PEO’s service center to retrieve their certificates, freeing up resources for more value-added tasks.
Risk management: Marsh's licensed advisors are readily available to address insurance-related questions, handle non-automated portal requests, and proactively address compliance with state-specific requirements.
Streamlined renewal process: By collaborating closely with their insurance carrier, Marsh has helped facilitate certificates being available for download weeks before expiration.

The results

Marsh's program brought about significant improvements in the PEO's workers' compensation program, resulting in the following outcomes:

Faster turnaround times: Clients can generate certificates in real-time, significantly faster than the previous 24 to 48 hours wait times.
Enhanced PEO scalability: With 93% of certificates now able to be automatically generated in real-time, the PEO can grow their business with greater confidence that they can keep pace with client demand.
Minimized inaccuracies: A new streamlined workflow facilitates fast and automated data file exchanges among the PEO, insurance carrier, and clients, reducing the potential for human error.
Increased client satisfaction: Clients can now download, email, or select the option to mail their updated certificates via the digital PEO portal. The self-service capabilities of the Marsh PEO Portal provide a strategic advantage that sets the PEO apart from its competitors.

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