Banking & Insurance Operations

Automating an insurance claim registration process ensuring timely entries

Every day, an insurance company receives 40+ claims about damaged homes or contents. These claims are registered in the system, after which they are assessed by the operations department to decide whether the claim is granted or not.

Customers that have damage to their home or contents thereof, contact the insurance agency to submit a claim. These claims are submitted by email, and contain all relevant information for the employee to enter the claim in the system. Clients submit an insurance claim 40 times per day. But, this number can be much higher on days when storms have hit, that have caused a lot of damage. The claims that the insurance agency receives, must be registered in the insurance agency’s system. This way all documentation regarding that claim are located in one central location. Having all documentation in one central location supports the claim assessor in easily making their decision on whether the claim is granted or not. Furthermore, entering the claim in the system allows the insurance agency to automatically detect possible fraud. This process is a key activity in the insurance agency’s operations.

Due to the high volume, this task is very repetitive and takes up a lot of the employees’ time. The repetitive nature of this process also makes it error-prone, which can be very costly. Furthermore, the employees experience this task as very mundane and unfulfilling. The client needs a solution for automating insurance claim registration, so that their employees can focus on more fulfilling tasks, which has a strong positive effect on employee satisfaction.

Applied technologies
4 weeks implementation time

12

Months to ROI

625

Hours saved annually

75%

Of effort automated

Our Solution

To tackle this problem, we built an RPA solution that works together with employees to enter the insurance claims in the system. First, the RPA solution extracts the relevant data, such as addresses, damaged objects, and the damage cause, from the email. The solution prepares an Excel file for the employee with this information, which is placed in the folder for the employee. The employee completes the missing information, for which a human decision is required. They then place this file in the folder for the RPA solution to process further. The robot reads the file and processes all items one-by-one, registering the claims on the selected product by the employee. Lastly, the robot forwards the email to the assessment team, which automatically links the communication with the system.

Our robot was built to perform the following steps:

  • Extract data from emails
  • Fill in Excel sheet for employee
  • Retrieve employee choice from Excel file
  • Register all claims into Keylane
  • Forward email to assessment team

Our robot is able to automate 75% of the process and save over 625 hours on a yearly basis, increasing the capacity of the department significantly during peak moments. Our robot is effective, efficient and reliable, 24 hours a day, 7 days a week.

Integrated applications

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