How Automation Can Help Insurance Companies Change the Way They Do Business

  • How Automation Can Help Insurance Companies Change the Way They Do Business

    By Gauri Shirur D’souza

Automation. It’s that one word that every industry is starting to become familiar with. The idea
of an autonomous system is quickly becoming the norm in many industries—the insurance industry included.

Insurance companies stand to gain a lot from implementing automation into their workflows.While this traditional industry is often cautious, procedural, and afraid of change. Having access to an innovative technology that can greatly optimize labor-intensive processes is essential for insurance companies looking to maintain market dominance.

The COVID-19 pandemic has demonstrated the need for digitization and the implementation of new technology. Companies have been forced to think and act differently. And in the insurance industry, this has meant embracing change.

Automating Insurance Processes

There are several use cases on how RPA can transform the way an insurance business functions.
Here are just a few of the main benefits that an RPA solution can offer an insurance company.

1. Claims: Insurance companies are flooded with claims. Some companies say claims have tripled. This has led to increased pressure on the assessor, delayed processing, and decreased customer satisfaction. RPA can add value to this process. Bots can read documents, access different systems, update records, and provide claim decisions. Not ready to give that much control to a bot? You can implement a hybrid system that lets your bots do the heavy lifting and leaves the decision-making to humans.

2. Underwriting: With changing lifestyles, the approach to underwriting needs to change.Underwriting isn’t a one-size-fits-all scenario. RPA can move a majority of the underwriting to Straight-Through-Processing. This will enable underwriters to focus and underwrite critical cases, analyse trends, and more.

3. Customer On-boarding: Building a digital front with access to both the customer and the sales agent where the bot reviews the information and completes the back-end processing is vital to simplifying the on-boarding process.

4. Policy Administration and Servicing: A bot can calculate changes to premium and send reminders to customers to pay outstanding premiums. A chat-bot can also answer questions related to policy status, renewals, and provide other relevant information with 24/7 service.

5. Reconciliations: RPA can assist in quickly matching premium amounts to the policy, allowing your employees to focus on exceptions.

6. Finance: Finance automation is one of the first places most companies implement an RPA solution. There are countless use cases for automating invoices, payroll, expenses, and other finance tasks.

7. Policy Cancellations: Bots can calculate the payout amounts and update records across systems far quicker than a human can.

8. Fraud Identification: Cognitive RPA can quickly analyse transactions and provide alerts or handle suspicious claims.

RPA Advantages for Insurance Companies

1. Error free processing of transactions

2. Increase in efficiency, faster processing of transactions and accurate data entry

3. Change management is easy and quick

4. Easy implementation with storefront BOTs

5. Can integrate with legacy systems

The biggest benefit of RPA is that it allows employees to focus on their core tasks, leaving the
bot to take care of the administrative and transactional aspects of a transaction.

Why Is Now the Right Time for RPA?

Almost every business has had to transition to a digital model overnight. Employees are now
working from home and sales teams cannot meet their customers. Companies need to transform how they deliver exceptional customer experiences and improve internal operations.

Digital processing through an RPA solution is one of the easiest ways to achieve this.Implementing an RPA solution will improve your operational efficiency, customer experience,and so much more.

Get in touch with us today to learn how RPA can transform the way you approach your core workflows.

Watch our on-demand webinar to learn how financial institutions can quickly and easily implement RPA today with Tangentia and Automation Anywhere.

Get Started Today

Tangentia is a Platinum Partner of IBM and well as partners with Automation Anywhere, UI Path, Blue Prism, Adobe, Microsoft, Salesforce, Amazon and leading enterprise software vendors. We work with customers globally with offices in Canada and India to implement their RPA strategies using an agile methodology.
Read Now

Automation is changing insurance and here’s why

  • Automation is changing insurance and here’s why

Recently, we had a meeting with one of Canada’s largest insurance companies discussing Robotic Process Automation(RPA). The internal champion had spent months reviewing the top RPA software vendors. His conclusion was that they all do essentially the same thing. He found there were some major differences in how much these systems cost and a big difference between the price of unattended and attended robots.

Innovation

This insurance company is no stranger to innovation as over a decade ago they made the leap to transform their company from 70% paper: 30% electronic to 70% electronic: 30% paper. At this time they were at the forefront of innovation and almost 20 years later the challenges are less about paper and more about how people are working with scanned documents and the manual processes that still hold the company back from optimal efficiency.

The Challenge

The new challenges ahead are equally as daunting as they may have seemed when making the transition to a paperless office. In a large organization there are many stakeholders and all departmental decisions inevitably effect each other. Robotic Process Automation is a department agnostic solution as its only prerequisite to improve a processes speed is if the process is highly manual, repetitive, high volume and rules based.

Homework

Our team was impressed by the work that had already been done internally. This champion had identified over 80 different processes that could benefit from RPA. Each process had been documented in an excel file that included aspects of our RPA opportunity checklist. It was an extremely thorough document and we were happy because it made the next step a lot easier.

Where to start

No matter how big a list of processes you hope to automate, they all start the same way. Selecting one process for a Proof of Concept(PoC). Possibly the most important step in any RPA process is picking the right first project. If it is too simple it may not have the impact and ROI that is expected. This could stunt future investment in rolling out other RPA initiatives. If the selected process is too complex it could delay the completion of a successful first PoC. Just like Goldilocks and The Three Bears, you want to select the one that is just right.

Launching an RPA project

If you are looking to launch an RPA program within your insurance company. It’s realistic to have a fully functional full process within a 4 week period. At Tangentia we break down the Proof of Concept as follows:

Week 1. Prepare and Engage

  • Collaborate with stakeholders to identify and assist in identifying the candidates of RPA PoC.
  • Engage process owners via discovery workshop to confirm scope of PoC (assuming prior engagement to this point)
  • Prepare base infrastructure to host the RPA application.
  • Install the RPA tool in single environment.
  • Set up system access and credentials

Week 2. Select, Build and Analyze

  • Select & confirm 1 process for PoC.
  • Conduct workshop for documenting current state process via existing documentation and job shadowing.
  • Meet with process owners or stakeholders to explain what will be done in the PoC
  • Confirm the objectives of the PoC and “success” criteria
  • Build PoC

Week 3. Build and Test

  • Continue Building PoC
  • Test PoC with test data
  • Record a “before and after” to communicate the concept to a larger audience.

Week 4. Demo, Document, and Plan

  • Demo the PoC to stakeholders
  • Document key learnings, point of view on key questions and next steps
  • Document Requirements to move RPA bots into other environment

4 Weeks?

There is a lot of work to be done in 4 weeks. However, at Tangentia we are no stranger to doing what other companies can’t. For example, before beer and wine were available in grocery stores in Ontario, Kathleen Wynne made an announcement that alcohol would be available in Ontario grocery stores by Christmas. At the time, Christmas was only 6 weeks away. There were a number of companies that bid on this LCBO project but did not want to stick their necks out to deliver the project in that amount of time. They all said it couldn’t be done. We knew that simply wasn’t true.

Success

We won the project and successfully worked with the LCBO, its suppliers and vendors to support them and the millions of dollars of commerce that flowed through our backend system. This project was a big win not only for Tangentia but for the people of Ontario, who now have a more convenient way to pick up a bottle of wine.

Why choose Tangentia?

Now, why would you choose Tangentia to provide you with Professional Services for your RPA project? With over 150 people globally and a recognized partner with the top 3 RPA platforms including UiPath, Automation Anywhere and BluePrism, we understand business and RPA very well. In addition, RPA companies don’t want to be in the business of Professional Services and rely heavily on partners like us to carry the baton over the finish line.

How can I help?

I advise companies in insurance, banking and finance on robotic process automation. I am also a certified RPA developer. When you sell technology I believe it’s important to know your products and to use them yourself. Only then can you truly be an trusted advisor. If you would like to have a conversation about RPA leave a comment below or send me a message and I will be happy to help.

Get Started today

Interested in Automation but don’t know where to start? Looking for a reliable Automation reseller with the best possible pricing? Looking for somebody to help maintain, support and enhance your existing bots? Or just want to say hello? Contact us now. We promise a human will answer your query, not a bot.
Contact Us