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CaSE Insurance use eForms to improve customer experience and streamline processes

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Summary 

CaSE Insurance is an insurance broker that specialises in providing low cost insurance to charities and social enterprises.

As a broker, CaSE has direct experience of the unwieldiness of large print PDF forms supplied by insurance companies. Initially, they worked with Mekon in an attempt to encourage an insurance company to re-implement their complicated PDF form. Later, they decided to fund this project themselves and worked in partnership with Mekon to implement an “intelligent” PDF.

Key Issues

  • Form supplied electronically as a PDF of the print form only.
  • Pages are print-sized not screen-sized, and pages need to be scrolled to read the full content.
  • All sections of the form are visible regardless of their relevance to the applicant’s required services.
  • The form needs to be printed off, completed by hand and then sent, faxed, or scanned and emailed.
  • The form does not prevent errors of inclusion or omission. These errors must be resolved once the form is received by CaSE.
  • The data from the form has to be manually re-keyed into the backend system in order to generate a quote for the customer.
  • It is not a great customer experience.

Solution Description

CaSE created a specification document for the form that defined all the form sections and questions, and all the trigger answers that expand the form and present additional questions for completion. Working from this specification, Mekon used Adobe LiveCycle Designer to create a dynamic, “intelligent”, PDF form.

 

  • Landscape Master-page layout with a toolbar at the top supporting navigation by form section and by page within a form section.
  • Screen-sized pages that don’t need to be scrolled.
  • Form sections modularised as “Fragments”.
  • Form section content divided up into “Subforms” to control the dynamic showing and hiding of questions.
  • Repeating form sub-sections implemented as “repeatable” subforms e.g., properties, events, etc..
  • Standard library fields were modified to develop a custom field library for the project.
  • Developed a centralised library of JavaScript code functions, and function calls are embedded in the relevant trigger events of specific fields.
  • Developed a schema to which all fields are bound in order to determine the structure of the XML output file.
  • Field and document level validation. The document level validation is modelled on the requirement that all visible fields must be completed. The form hides any irrelevant fields and/or sections.
  • Reader Extensions allows local save, submission as a PDF, and export to XML in Adobe Reader.

Features/Benefits

  • The PDF is an offline, standalone, application that embodies all the required business logic in order to complete the complex insurance application.
  • The PDF is designed to combine the advantages of paper – portability, form sections can be completed in any order and over time – with the advantages of electronic submission – only relevant questions displayed and answered, answers validated, and information submitted electronically.
  • Electronic submission eliminates the re-keying of data into the backend quotes system.
  • Completed PDF can form the basis of the following year’s renewal application.