Banking & Insurance Customer Service

Processing undelivered mail with the help of RPA

An insurance company receives undelivered letters on a daily basis. These letters are undelivered due to mistakes in the customer details. In order to make sure the letters do arrive at the right customer, customer details have to be checked. We created an RPA solution that is able to automate this complete process of redirecting customer letters, saving 376 hours annually.

2 weeks delivery time

Use case

Undelivered letters return to the Customer Service department of an Insurance company every day. The letters could not be posted due to an incorrect address or another mistake in the customer details. Employees spend lots of time on re-processing the letters. They try to find the correct address in multiple ways. For example, by searching for other contracts of this person, using name and birth date. If the address is not available,  employees try to contact the customer via email or phone.

This process is a daily task for employees, as returned letters arrive in a high frequency. Re-processing the letters is a time-consuming and a very repetitive task. Employees navigate through multiple applications and spend quite some time trying to contact the customer.

Applied technologies

Robotic Process Automation


Years to ROI


Hours saved annually


Error reduction


Of effort automated

Our solution

To automate the processing of returned letters, a digital workforce was created using RPA technology. Our goal was to create a robot that is able to automate the process and thereby save valuable time. Our robot has been built to perform the following steps:

  • Open Switch and ImageNow
  • Extract inactive return letter from ImageNow
  • Read client information from letter
  • Select customer in Switch
  • If available, search for address in other contracts and correct wrong address
  • If not, remove wrong address and email customer
  • Add phone number to calling database in case email address was not found

After deployment of the robot, 100% of the process is automated and over 376 hours are saved on a yearly basis.

Our robot offers a solution that is effective, efficient and reliable. Workers can stop wasting time on redirecting undelivered letters and refocus on work that matters.

Integrated applications for this case

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