As a leading life insurance provider, Lincoln Heritage Life Insurance Company depends on precise contact information to effectively reach beneficiaries of unclaimed property while ensuring regulatory compliance and operational efficiency.
How Lincoln Heritage Life Insurance Company® strengthened insurance compliance through batch modernization
Customer snapshot
- Customer: Lincoln Heritage Life Insurance Company
- Use Case: Unclaimed property search and compliance workflows
- Solution: IDI batch processing and identity intelligence platform
- Impact: Improved compliance confidence, operational efficiencies, and streamlined unclaimed property searches
Key takeaway
By partnering with IDI to modernize batch search workflows, Lincoln Heritage maintained regulatory compliance, improved operational efficiency, and gained greater confidence in its unclaimed property processes.
Challenge
After more than a decade operating under the same approach, Lincoln Heritage Life Insurance Company began reevaluating its legacy batch process for unclaimed property. The team wanted to ensure their processes continued to meet evolving regulatory expectations while supporting efficient outreach to beneficiaries.
The objective was clear: maintaining compliance without disrupting established workflows.
Part of that effort included evaluating new capabilities, such as advanced fuzzy logic matching, that could improve the accuracy and effectiveness of batch searches.
To achieve this objective, the team at Lincoln Heritage sought more than a data provider—they needed a partner who would listen, adapt, and collaborate. They found that partnership in IDI.
IDI’s willingness to listen and answer questions—and just be there when we needed something—made a big difference.
— Beth Maddestra
Claims Manager, Lincoln Heritage
Solution
Gaining clarity through collaboration
Adjusting a legacy process required coordination across the organization and thoughtful engagement with end users who were accustomed to a familiar workflow. Rather than applying a one-size-fits-all approach, IDI worked closely with Lincoln Heritage to fully understand their process, evaluating how searches were being run and how internal workflows were structured. As a result, Lincoln Heritage uncovered new and valuable insights into their operations:
The process of transitioning to idiCORE enabled us to ensure that we were pulling all of the correct data in accordance with unclaimed property regulations.
Beth Noted
A compliance-first approach to unclaimed property workflows
Throughout the transition, IDI worked alongside Lincoln Heritage to refine and modernize its unclaimed property batch workflows while maintaining alignment with regulatory requirements. Batch strategies were reviewed, tested, and adjusted to help ensure the correct data was being returned for outreach and compliance purposes. This included evaluating new matching approaches, refining search configurations, and validating that workflows supported documentation and defensibility requirements associated with unclaimed property processes.
As workflows evolved, IDI remained responsive to operational feedback and changing process needs, helping Lincoln Heritage adjust configurations without disrupting established procedures or creating additional burden for internal teams.
We needed to ensure that we were strictly following regulations,” Beth explained. “IDI was very aligned with that. Any time we had questions, IDI was right there.
As workflows evolved, IDI remained responsive to operational feedback and changing process needs, helping Lincoln Heritage adjust configurations without disrupting established procedures or creating additional burden for internal teams.
Streamlined core life insurance operations
Beyond the measurable savings and reduced manual effort driven by the streamlined batch process, Lincoln Heritage gained a flexible tool that supports beneficiary outreach, policy servicing, and other research-driven needs where accurate identity and contact data are critical. Approximately 50 users across the organization now rely on the platform to locate updated address information for returned mail, identify family connections, and accelerate case resolution. That flexibility, combined with a shared understanding of compliance sensitivity, allowed Lincoln Heritage to move forward with greater confidence that its efforts were thorough, defensible, and aligned with compliance expectations.
Results
Outcomes that extend beyond transition
The result was more than operational adjustment. With help from IDI, Lincoln Heritage maintained compliance safeguards while strengthening internal understanding and operational consistency.
Working through the process with IDI was very easy, … That made all the difference.
— Beth Maddestra
Through modernization, Lincoln Heritage gained:
Greater clarity into their own batch workflowsIncreased confidence in compliance mandatesA collaborative partner responsive to departmental feedbackA more intentional approach to unclaimed property searchesOperational efficiencies that are expected to translate into meaningful annual cost savingsAs Lincoln Heritage’s experience demonstrates, the right partner makes all the difference. IDI supports insurers with responsiveness, flexibility, and regulatory awareness to modernize with confidence. Learn how IDI can support your organization.