RPA – Property and Casualty Insurance Claims

Business Issue:

A national property and casualty insurance company was experiencing customer complaints and higher than industry standard turnover rate due to slowness in the insurance claim intake process.  Customers who used both voicemail and online claims found there claims moved slowly through the claims processing system. increases in expenses related to back office policy and customer servicing. 

The Project was focused on conducting  a Robotic Process Automation (RPA) Assessment to determine opportunities where employee focus could move from less value-added activity to work that was more customer-centric.  Additionally, the client was provided a claims chatbot which greatly improved the intake of claims without the expense of claims intake personnel.  This action freed insurance claims personnel to focus on follow up claims activities, rather than taking initial claims.

 Actions:

• Conducted an initial RPA Assessment of business issues facing the company
  • Proposed Bot-based solutions to nine tasks, freeing more than 11,000 hours of employee time over the course of a year to focus on customer claims needs
  • Developed an automation strategy which provided a RPA roadmap for the company
• Planned, Implemented, Tested, and Released into the back office workforce of several bots that operated independently.
  • Planned Implementation
  • Designed bots and required reporting
  • Migrated to production seamlessly with employees
• Developed Chatbot to flow inquires into claims processing center

Results:

• Improved customer satisfaction, with shorter turnaround for claims and payments

• Improved financial performance of the organization with a positive return on investment (ROI) both tangible (dollars saved) and intangible (improved customer retention, experience metrics)

• Approximately 30% improvement in costs associated with back office activities managed by bots