A LEADING INSURER ACHIEVED 90 PERCENT REDUCTION IN CASE HANDLING TIME WITH AUTOMATION

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CLIENT

 

The client was a top player in the commercial insurance and brokering field. The objective of the client was to develop an automated quote generation process for a smooth case handling experience.

BUSINESS CHALLENGE

 

The existing quote generation process flow had more than 60 input fields per case and greater than 90 input fields per location. Locations ranged from 1 to 1,300 per case. In addition, the process was tedious and had other challenges such as multiple input formats (PPT, PDF, Word, etc.), manual and error-prone processes, and cumbersome browsing across six different applications to add /update/ view case details.

SOLUTION

 

Our mobility team was set to fix all the existing gaps, and we designed a strategic solution that achieved a 90 percent reduction in case handling time. The solution was structured as follows:

• Designed a robotic process automation (RPA) solution that fits into the client environment without changing client core applications (desktop integration)

• Analyzed client’s process and developed a proof of concept (POC) to establish the suitability of the RPA solution

• Built business case for a larger automation roll out initiative

• Trained the operations team for new process steps, automation tool, and change management

• Consolidated the metadata fields into one excel-based application that acts as a source for the automation tool

• Created management information system (MIS) log files to improve the traceability of the process

BENEFITS

We achieved the objective of the project and enabled the client to experience the following benefits:

• Automated 5 out of 6 applications in the process

• Reduced 90 percent of the mouse click across the case life cycle

• Achieved 90 percent reduction in case handling time

• Delivered complete accuracy over automated steps

• Reduced 65 percent of full-time equivalents (FTEs)