Overcoming Success -- Successful New Product Line Required New Processes

Be careful what you wish for. In 2002, when Pan-American Life Insurance Company introduced Worksite, a line of supplementary health, life and disability insurance for workers, the New Orleans-based mutual company expected they had a few years to keep records on paper and process claims by hand. In a pleasant surprise with a few less-than-pleasant implications, Worksite's sales far exceeded projections. As a result, in only two years, the volume of claims grew to 7,000 per week, and claims processors struggled to keep up.