Banking & Insurance Operations

Automating insurance claim registration to ensure timely entry

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.

4 weeks implementation time

Customers that have damage to their home or contents thereof, contact the insurance agency to submit an claim. These claims are received by email, that contain all relevant information for the employee to enter the claim in the system. Clients submit an insurance claim on average 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 could 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

Robotic Process Automation

12

Months to ROI

625

Hours saved annually

75%

Of effort automated

Delivered solution

To tackle this problem, Ciphix built an RPA solution that works together with the employee to enter the insurance claims in the system. First, the RPA solution extracts the relevant data, such as address, damaged object, and 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.

Integrated applications for this case

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Inspiratie

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