CommInsure - Commonwealth Bank of Australia
In December 2004, CommInsure the Insurance arm of the Commonwealth Bank of Australia,
has deployed the Irish (Dublin) made
FINEOS workflow system.
This provided CommInsure's staff with a single view of a customer's
insurance information across multiple lines of business, resulting in improved communication and better overall
service experience for customers.
Over 500 users process claim, record client's calls and/or comlplaints, perform underwriting processes and
handle communication with clients and advisers, using FINEOS as the Front Office system to the AS/400 Insure/90
and the CSC Life/400 Back Office registry systems.
In 2008, while the Fineos Workflow Automation system was undergoing a major upgrade, I was assigned as Senior Business Analyst,
the task of documenting the current Business Processes, for the General Insurance (GI) and the Life Insurance Operations,
the Contact Centre and the Group Risk Administration and Underwriters.
Documented the Generic processes of the FINEOS Front Office product, to be referred to by all relevant
documents, describing future System Work Requests (SWRs) targetted at bug fixing, process improvements, rollouts,
migrations and business projects.
Organised and coordinated fact finding meetings interviews and discussions with business users and developers.
Produced Business Requirement (BRD), Functional Requirements (FRD) documents and Functional Specification (FSD) documents,
inclusive of Visio process diagrams, using UML
conventions, with the aim of improving existing processes.