India: Experts Help MetLife Develop Web-Based Benefits Platform

Last Updated: 27 January 2005
Article by Mishra MISHRA Kailash

MetLife's Institutional line of business asked experts to work with the eBusiness application development team to help it establish and build an integrated service portal. The new portal would provide a single point of access to all products and allow individuals to perform online self-service such as enrollment, benefit inquiry and other transactions using electronic signatures. Based on experts' industry-specific knowledge and technology experience, MetLife asked the experts team to concentrate on the development and implementation of an Internet-enabled enrollment and service system. Expert team worked with MetLife Institutional Business leadership to:

  • Analyze current enrollment processes
  • Identify opportunities for leveraging technology across the various product lines
  • Develop business requirements
  • Participate in the technical design and development
  • Present a proof of concept using Web services that allows for integration with MetLife's multiple back-end systems
  • Implement an initial online Internet enrollment application
  • Deliver the contextual application framework
  • Share knowledge with MetLife employees

Improving the Customer Experience

With the new integrated portal and the online enrollment system in place, MetLife is now able to provide group customers with a single destination for product information, enrollment, and other transaction processing. Completed on time and within budget, the successful project implementation helped MetLife Institutional Business:

  • Improve the customer experience
  • Reduce processing costs
  • Enhance service capabilities for plan sponsors
  • Increase operating earnings
  • Implement cutting-edge technology
  • Enrich and energize MetLife employees

"MetLife's employee benefit portal allows employees to make the most of their benefits by providing access to personalized information, empowering employees to make benefit-related decisions and manage their benefits themselves through self-service. This benefit portal provides a multi-product solution that's easy for employees to use. This new technology, delivered with experts, supports MetLife's leadership position in the Institutional Benefits marketplace."

Cohort Study

The insurance industry is undergoing rapid change. Globalization and consolidation mean that organizations need greater versatility. Companies are increasingly focused on managing and cross-selling financial services products, accelerating revenue growth, developing new products and exploring the integration of multiple distribution channels. At the same time, companies need to lower operating costs and more effectively define and realize the benefits of strategic information technology investments. How do companies create successful outcomes for these challenges, keep the organizations running at optimal levels and stay ahead of growth demands? Experienced insurance executives understand that, in order to maintain their competitive edge, organizations must meet these demands by making the best information technology decisions. Industry experienced professionals can help companies implement best-in-class systems with reduced risk and realize efficiency improvements, take out costs and increase employee productivity - all in record time. Such industry professionals should average several years of experience, possess unmatched technology know-how, and are organized around specific business areas to offer end-to-end results in:

  • Personal lines
  • Commercial lines, reinsurance and large brokers
  • Individual life, annuities, long-term care and disability
  • Group benefits

Performance Improvement and Cost Takeout

Commitment to operational efficiency and fiscal responsibility means that many insurance companies, particularly those heavily invested in information technology, are focusing on profitability with a renewed interest in achieving and measuring real returns on their information technology investments. The heart of information technology performance is linking technology and business impact. With well-established Performance Improvement and Cost Takeout solution, experienced insurers help organizations focus on rapidly reducing costs while improving their business performance. They use a proven approach that systematically monitors information technology expenditures using defined and relevant metrics while critically examining what is being done to enhance the business.

Go-To-Architecture and Legacy System Migration

Speed-to-market is critical for competing effectively in today's changing market. It's time to move the insurance back office to a straight-through-processing, once-and-done environment and enable company's front office with the tools and information that build revenue. Extending the legacy platform's Web services architecture can help companies business grow. Insurance experienced team can help a company quickly integrate its applications to a common environment that becomes a business enabler. The resulting application portfolio can allow company to improve its expense ratio, realize a return on investment sooner than expected, reduce time-to-market, eliminate redundant processes and streamline the entire systems development process.

Experience insurance executive teams leverage technology solution to significantly reduce the cost of servicing and processing customer and producer requests. In addition, they can help company:

  • Integrate existing legacy applications
  • Service multiple distribution channels and customer support functions
  • Consolidate client information from multiple sources
  • Exploit the latest open architecture designs
  • Achieve rapid time-to-value

Processes, workload, staffing levels, systems and assumptions can be quickly changed by experienced insurance executives to evaluate expected operational impacts. Such experienced executives apply business simulation capabilities directly to the insurance industry due to their extensive knowledge in the following functions:

  • Claims
  • Customer relationship management
  • Customer service and back-office operations
  • Call centers
  • Client information management

For example, insurance companies and technology integrators can redesign claims processes to reduce claims expenses and payouts and boost customer service levels. Such experienced teams use simulation models to enable claims organizations to:

  • Provide a financial baseline for current claims processing
  • Link Claims functionality and company's existing system functionality to specific tasks
  • Simulate current and future claims environments
  • Identify loss-adjustment expense reductions
  • Identify information technology return on investment opportunities

Decision Support

Such experienced decision support team can help company develop a full financial data warehouse and integrated analytical environment. Such approach focuses on building a scalable warehouse that addresses business requirements and the decision-making process. They blend functional and technical expertise to produce a robust application with relevant information that allows them to achieve short term success and build the momentum required to extend and enhance the warehouse on an ongoing basis.

Treasury, Cash Management and Investments

Insurance company executives are under pressure to increase income and reduce costs. Cash-management optimization is more important than ever. Such experienced executive teams use proven methods to benchmark key cash management practices within an insurance company. This can enable the company to add value to its bottom line by uncovering and implementing opportunities with hard-cash benefits and highly attractive returns on investment. Such experienced team can help the company modernize its investments, as well as its treasury and corporate risk management structures to:

  • Increase investment returns and cash interest income
  • Improve risk/return equation management
  • Enhance treasury and investment functions to support strategic initiatives

Such teams are made up of highly experienced professionals who have worked with some of the leading insurers and reinsurers.


Many insurance companies are evaluating efforts to protect their technology, business processes, client information and workforce. It is imperative that insurers' disaster recovery or business continuity plans address these critical areas in order to prepare such organizations for a catastrophic event. The experienced executives take a holistic approach to protecting company's intellectual capital and the systems that maintain it. Such team will guide the company from strategy, planning and design through implementation and operations, and they will provide the company with a comprehensive view of current security practices along with a best-practice recommendation report. They can also identify ways to achieve potential cost reductions, increase client information accuracy and enhance customer satisfaction through improved security programs.


Leading companies know they need to address privacy in a strategic, organizational and customer-oriented framework rather than solely as a compliance issue. Proactive companies will allow customers to choose their privacy preferences and honor those preferences accurately and efficiently, thus instilling consumer trust. Such experienced executives help clients use customer privacy to create competitive advantage while protecting data assets through privacy services that address people, policies and procedures, and technology. In addition, experienced services strategically address the privacy issue, consistently honor security preferences, maintain customer trust and loyalty, and assist the organization in its ability to capture the full business benefit of information sharing. The approach of experienced executives is to make privacy work for company's business rather than allowing it to constrain the business.

"Experienced executives bring three specific things to the table: first, a proven track record of delivery; second, industry-specific knowledge, both in terms of traditional competitors and emerging technology-enabled competitors; and finally, they not only deliver the point solution to the specific business problem that companies are looking to address, but also architectural and knowledge frameworks that they can re-use and re-deploy over and over again through succeeding efforts within the company."

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.

To print this article, all you need is to be registered on

Click to Login as an existing user or Register so you can print this article.

In association with
Related Video
Up-coming Events Search
Font Size:
Mondaq on Twitter
Register for Access and our Free Biweekly Alert for
This service is completely free. Access 250,000 archived articles from 100+ countries and get a personalised email twice a week covering developments (and yes, our lawyers like to think you’ve read our Disclaimer).
Email Address
Company Name
Confirm Password
Mondaq Topics -- Select your Interests
 Law Performance
 Law Practice
 Media & IT
 Real Estate
 Wealth Mgt
Asia Pacific
European Union
Latin America
Middle East
United States
Worldwide Updates
Mondaq Ltd requires you to register and provide information that personally identifies you, including what sort of information you are interested in, for three primary purposes:
  • To allow you to personalize the Mondaq websites you are visiting.
  • To enable features such as password reminder, newsletter alerts, email a colleague, and linking from Mondaq (and its affiliate sites) to your website.
  • To produce demographic feedback for our information providers who provide information free for your use.
  • Mondaq (and its affiliate sites) do not sell or provide your details to third parties other than information providers. The reason we provide our information providers with this information is so that they can measure the response their articles are receiving and provide you with information about their products and services.
    If you do not want us to provide your name and email address you may opt out by clicking here
    If you do not wish to receive any future announcements of products and services offered by Mondaq you may opt out by clicking here

    Terms & Conditions and Privacy Statement (the Website) is owned and managed by Mondaq Ltd and as a user you are granted a non-exclusive, revocable license to access the Website under its terms and conditions of use. Your use of the Website constitutes your agreement to the following terms and conditions of use. Mondaq Ltd may terminate your use of the Website if you are in breach of these terms and conditions or if Mondaq Ltd decides to terminate your license of use for whatever reason.

    Use of

    You may use the Website but are required to register as a user if you wish to read the full text of the content and articles available (the Content). You may not modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, link, display, or in any way exploit any of the Content, in whole or in part, except as expressly permitted in these terms & conditions or with the prior written consent of Mondaq Ltd. You may not use electronic or other means to extract details or information about’s content, users or contributors in order to offer them any services or products which compete directly or indirectly with Mondaq Ltd’s services and products.


    Mondaq Ltd and/or its respective suppliers make no representations about the suitability of the information contained in the documents and related graphics published on this server for any purpose. All such documents and related graphics are provided "as is" without warranty of any kind. Mondaq Ltd and/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title and non-infringement. In no event shall Mondaq Ltd and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of information available from this server.

    The documents and related graphics published on this server could include technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Mondaq Ltd and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time.


    Mondaq Ltd requires you to register and provide information that personally identifies you, including what sort of information you are interested in, for three primary purposes:

    • To allow you to personalize the Mondaq websites you are visiting.
    • To enable features such as password reminder, newsletter alerts, email a colleague, and linking from Mondaq (and its affiliate sites) to your website.
    • To produce demographic feedback for our information providers who provide information free for your use.

    Mondaq (and its affiliate sites) do not sell or provide your details to third parties other than information providers. The reason we provide our information providers with this information is so that they can measure the response their articles are receiving and provide you with information about their products and services.

    Information Collection and Use

    We require site users to register with Mondaq (and its affiliate sites) to view the free information on the site. We also collect information from our users at several different points on the websites: this is so that we can customise the sites according to individual usage, provide 'session-aware' functionality, and ensure that content is acquired and developed appropriately. This gives us an overall picture of our user profiles, which in turn shows to our Editorial Contributors the type of person they are reaching by posting articles on Mondaq (and its affiliate sites) – meaning more free content for registered users.

    We are only able to provide the material on the Mondaq (and its affiliate sites) site free to site visitors because we can pass on information about the pages that users are viewing and the personal information users provide to us (e.g. email addresses) to reputable contributing firms such as law firms who author those pages. We do not sell or rent information to anyone else other than the authors of those pages, who may change from time to time. Should you wish us not to disclose your details to any of these parties, please tick the box above or tick the box marked "Opt out of Registration Information Disclosure" on the Your Profile page. We and our author organisations may only contact you via email or other means if you allow us to do so. Users can opt out of contact when they register on the site, or send an email to with “no disclosure” in the subject heading

    Mondaq News Alerts

    In order to receive Mondaq News Alerts, users have to complete a separate registration form. This is a personalised service where users choose regions and topics of interest and we send it only to those users who have requested it. Users can stop receiving these Alerts by going to the Mondaq News Alerts page and deselecting all interest areas. In the same way users can amend their personal preferences to add or remove subject areas.


    A cookie is a small text file written to a user’s hard drive that contains an identifying user number. The cookies do not contain any personal information about users. We use the cookie so users do not have to log in every time they use the service and the cookie will automatically expire if you do not visit the Mondaq website (or its affiliate sites) for 12 months. We also use the cookie to personalise a user's experience of the site (for example to show information specific to a user's region). As the Mondaq sites are fully personalised and cookies are essential to its core technology the site will function unpredictably with browsers that do not support cookies - or where cookies are disabled (in these circumstances we advise you to attempt to locate the information you require elsewhere on the web). However if you are concerned about the presence of a Mondaq cookie on your machine you can also choose to expire the cookie immediately (remove it) by selecting the 'Log Off' menu option as the last thing you do when you use the site.

    Some of our business partners may use cookies on our site (for example, advertisers). However, we have no access to or control over these cookies and we are not aware of any at present that do so.

    Log Files

    We use IP addresses to analyse trends, administer the site, track movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.


    This web site contains links to other sites. Please be aware that Mondaq (or its affiliate sites) are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of these third party sites. This privacy statement applies solely to information collected by this Web site.

    Surveys & Contests

    From time-to-time our site requests information from users via surveys or contests. Participation in these surveys or contests is completely voluntary and the user therefore has a choice whether or not to disclose any information requested. Information requested may include contact information (such as name and delivery address), and demographic information (such as postcode, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the functionality of the site.


    If a user elects to use our referral service for informing a friend about our site, we ask them for the friend’s name and email address. Mondaq stores this information and may contact the friend to invite them to register with Mondaq, but they will not be contacted more than once. The friend may contact Mondaq to request the removal of this information from our database.


    From time to time Mondaq may send you emails promoting Mondaq services including new services. You may opt out of receiving such emails by clicking below.

    *** If you do not wish to receive any future announcements of services offered by Mondaq you may opt out by clicking here .


    This website takes every reasonable precaution to protect our users’ information. When users submit sensitive information via the website, your information is protected using firewalls and other security technology. If you have any questions about the security at our website, you can send an email to

    Correcting/Updating Personal Information

    If a user’s personally identifiable information changes (such as postcode), or if a user no longer desires our service, we will endeavour to provide a way to correct, update or remove that user’s personal data provided to us. This can usually be done at the “Your Profile” page or by sending an email to

    Notification of Changes

    If we decide to change our Terms & Conditions or Privacy Policy, we will post those changes on our site so our users are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users by way of an email. Users will have a choice as to whether or not we use their information in this different manner. We will use information in accordance with the privacy policy under which the information was collected.

    How to contact Mondaq

    You can contact us with comments or queries at

    If for some reason you believe Mondaq Ltd. has not adhered to these principles, please notify us by e-mail at and we will use commercially reasonable efforts to determine and correct the problem promptly.

    By clicking Register you state you have read and agree to our Terms and Conditions