By implementing BriteCore’s cloud-native core system, Loudoun significantly reduced underwriting timelines, increased their operational flexibility, and boosted agent satisfaction.

(This blog summarizes the detailed BriteCore customer case study of Loudoun.)

Challenges with Legacy Systems

Loudoun’s existing core systems struggled to support a modern, omni-channel approach. Their outdated legacy system limited Loudoun’s ability to provide streamlined, digital services that agents increasingly expected. Loudoun realized that improving agent experience would require:

• A seamless, quick-quote workflow
• Efficient data access and management for agents
• Direct integration of tools like credit scoring and loss history lookup
• Increased agent exposure through tools like EZLynx for comparative ratings

To achieve these goals, Loudoun needed a modern core insurance system with robust portal capabilities, empowering both agents and policyholders with the digital tools to work efficiently.

A Phased Approach to Implementation

To implement BriteCore’s cloud-based platform effectively, Loudoun divided the project into two key phases: system configuration and testing, and conversion.

Phase 1: System Configuration and Testing

During this initial phase, Loudoun worked closely with BriteCore’s team to configure products and third-party integrations that supported quick-quote workflows, agency downloads, credit scoring, and loss history integration. Loudoun took an innovative approach by involving their younger team members, whose digital fluency brought fresh perspectives to quality assurance testing and helped inspire enthusiasm across the organization.

A focus group of agents provided ongoing feedback, allowing Loudoun to prioritize user experience and ensure that the system was both intuitive and aligned with agents' needs. After configuration, Loudoun conducted a two-week testing period to finalize adjustments and ensure that staff were well-versed in their new policy administration system before going live.

Phase 2: Conversion

In the second phase, Loudoun concentrated on converting their book of business to the new system, bringing over more than 68,000 policies with an impressive 95% data retention. The data conversion enabled Loudoun’s underwriting and customer service teams to access complete historical data, making transitions smoother for both agents and clients. Despite the high level of effort required for data conversion, the outcome was a centralized core system where all policies could be managed efficiently.

A Seamless Transition to BriteCore

Loudoun successfully launched BriteCore ahead of schedule. Tim Koppenhaver, Executive Vice President at Loudoun Mutual Insurance Company, expressed how the new system reinvigorated the staff, providing a clean, intuitive interface that simplified daily processes like issuing, canceling, and reinstating policies. Koppenhaver noted, “When we went live with BriteCore, the staff was re-energized by the clean, efficient way the system worked. Ease of use is reflected in our turnaround time. Our agents are happier with quicker transactions and processes.”

Measuring Success and Continued Improvement

With BriteCore’s implementation, Loudoun achieved impressive milestones:

• Underwriting Efficiency: Underwriting turnaround time was cut by 50%.
• Data Retention: The 68,000-policy conversion achieved 95% data retention, providing a robust dataset for underwriting and customer support.
• Agent Adoption: Agents transitioned seamlessly to BriteCore, allowing Loudoun to maintain growth in premiums and surplus ratios while supporting faster underwriting processes.

Looking ahead, Loudoun is committed to enhancing the agent and policyholder experience further by increasing straight-through processing capabilities, improving e-Delivery options, and launching new data initiatives. Loudoun’s success with BriteCore underscores the impact of a digital-first strategy and a commitment to meeting the needs of agents in a rapidly evolving market.

With BriteCore’s cloud-native core system, Loudoun has laid a solid foundation for future growth and operational flexibility—ultimately proving that innovative core systems can indeed transform traditional insurance processes.