Insurers are using technology to boost performance in areas such as billing, claims and underwriting, according to a report released Feb. 28.

The report by Boston-based insurance advisory firm Celent L.L.C. cites Chicago-based CNA Financial Corp. for “setting a new standard for functionality and flexibility in billing” through its custom-built agent portal. The project, Agency Bill Pay, was completed in January 2012 to address agent requests for a streamlined approach to process and pay CNA bills online.

“Agency Bill Pay essentially changed the relationship between CNA and its agents by creating a new business model that aligns CNA with its agents' business structures,” according to the report. “It also has the added benefits of improved customer service, added convenience for agents, enhanced efficiencies and time savings for agents, enhanced efficiencies and time savings for CNA adding internal capacity, improved cash flow and improved goodwill with agents.”

The report credits Hamilton, Bermuda-based specialty insurer Hiscox Ltd. with using the Web to improve its distribution network. Hiscox partnered with New York-based portal technology provider SeaPass Solutions Inc. and its insurance agency, Bolt Insurance Agency to devise a website that could quote and bind coverage on Hiscox products in real time.

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“The Bolt platform supported the creation of a new distribution channel for Hiscox-agency distribution partnerships,” the report states. “In the first few months of Bolt's production, over 400 Hiscox small business policies were issued via the platform.”

The report, “Celent Model Insurer 2013: Case Studies of Effective Technology Use in Insurance,” recognizes XL Group P.L.C. for its success in crafting a single web-based platform to manage claims globally. Started in July 2008 with a budget of $86.4 million, XL GlobalClaim consolidated five legacy claims platforms into one when it was completed in December 2011.

“XL Group is now able to adapt more effectively and efficiently to the many different locations, regulatory requirements, cultures and languages where it conducts business,” according to the report. “The system helps assure outstanding customer service and has markedly improved the efficiency of the claims function. As a result of implementing XL GlobalClaim, XL Group estimates a 15% efficiency gain in managing global claims from over 100 countries.”