In this video, leaders from the Kentucky FAIR Plan—Erin Lux, Mark Hillis, and Melissa Chlon—share their experience partnering with Finys and implementing the Finys Suite. From the initial proof of concept to a full rollout of policy, billing, and claims systems, they reflect on their implementation journey through a successful go-live. Through candid insights, they highlight the value of strong communication, responsive support, and a system that’s both intuitive and producer-friendly. Their story highlights a long-term, trusted partnership founded on listening, collaboration, and achieving results.
About the Kentucky FAIR Plan
The Kentucky FAIR Plan provides property insurance coverage to individuals who cannot obtain it through the standard market. Their operations require a dependable, easy-to-use system that works for both internal staff and external producers.
From Proof of Concept to Full Implementation
The partnership began with a proof of concept in 2014, followed by a full rollout of policy, billing, and claims systems in June 2017. This phased approach ensured a smooth transition, allowing the team to address requirements step by step.
Why Finys Stood Out During the RFP Process
After a competitive RFP and live demo process, Finys distinguished itself through both product knowledge and attentiveness to the Kentucky FAIR Plan’s needs. Meeting with the Finys leadership and technical team reinforced the alignment in capabilities and priorities.
Communication, Collaboration, and Responsive Support
The Kentucky FAIR Plan team emphasizes the importance of strong communication and joint problem-solving. Finys provides support both during and outside normal business hours, a critical factor for serving customers across different time zones. Weekly meetings and direct access to developers help keep projects moving efficiently.
User-Friendly, Producer-Friendly System
The Finys Suite’s intuitive navigation makes it easy for producers—who may log in only a few times a year—to complete applications quickly without retraining. This ease of use contributes to positive feedback from the producer network.
A Partnership Built for the Long Term
The Kentucky FAIR Plan has recommended Finys to other residual market mechanisms and to carriers writing tens of millions in premium annually. They entered the relationship with a 15–20 year horizon and report that Finys has not only met but exceeded expectations.
Full Transcript
I am Erin Lux from the Kentucky Fair Plan.
I’m Mark Hillis.
I’m Melissa Chlon. We’ve been with Finys since 2014. We went through proof of concept first, and then we went into a full policy billing and claims system.
[Mark Hillis] So after a pretty stringent RFP process, we had the opportunity to do a live demo with various vendors, and Finys stood out. At our live demo, we had the opportunity to meet Kurt and also met a gentleman by the name of Zoran. They were very knowledgeable about their product, but more than that, they were listening to what we wanted and needed.
[Melissa Chlon] We have a strong relationship with Finys, and it’s built around strong communication, joint brainstorming, and, when needed, problem solving. The Finys team is available to us inside and outside of normal business hours, which we really appreciate, so that we can continue to support our customer base, especially since we are in different time zones in the state of Kentucky.
[Erin Lux] Working with the Finys team is easy. We have a great experience in our weekly meetings with the team. Our project manager is fun to work with. He brings a great level of experience and knowledge, as well as helpful ideas. When there are system builds, we can even meet with the developers, which is great. It just gets the progress that we need to have happen on our systems. It’s an easy system to use. It’s easy to navigate, and it’s intuitive. You really get where you need to go quickly and easily. In our type of business, these producers are not in the system on a very regular basis, sometimes just a couple of times a year. The system is easy enough for them to be able to get into the system and remember how to do everything they need to do to get the application submitted. So really positive feedback.
[Mark Hillis] We have recommended Finys to different residual market mechanisms that have then chosen to contract with Finys, and we have recommended Finys to companies that write approximately $50 million in business on an annual basis. And they have been very happy with the work and the partnership that they’ve had with Finys. We entered into this relationship with a focus on having a 15- to 20-year contract, and we have been very happy that Finys has not just lived up to their promises, but exceeded their promises.
