Open Source Business Intelligence Tools Pioneering Travel Insurances – Insurance companies – be they providers of life insurance, health insurance, auto insurance, home insurance, travel insurance, etc. – currently face a largely inundated, slow back-office process. In order to maintain a competitive edge in the insurance market, insurance companies need to keep up with claims processing, underwriting and policy quoting. However, high levels of repetitive business practices lead to low customer satisfaction and profitability and slow growth.
To dramatically improve profit margins and transform the customer experience, global insurance companies are turning to automation to streamline business processes and serve customers more effectively. While some of these companies have already started using partial automation – scanning paper documents to speed up data entry – a growing number of companies are turning to robotic process automation (RPA) for better automation capabilities. RPA provides additional support for insurance companies to automate their workflows and streamline their operations.
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Globally, insurance companies, regardless of size or industry, face challenges in conducting business. However, these challenges often affect businesses or insurance providers that rely heavily on back-office processes. Some of the challenges faced by insurance companies are:
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Insurance companies manually enter data into customer databases to process insurance claims or send quotes to customers. This whole process is time consuming and expensive. Manual processes are prone to errors and inconsistencies, leading to significant discrepancies in company records.
Many insurance companies still rely on legacy applications and disparate systems to manage their business operations. When implementing new ERP (enterprise resource planning) or BPM (business process management) solutions, insurance companies face challenges in integrating these new systems with existing systems. System integration involves partial or complete replacement of existing systems and involves a significant investment of time, money and effort. Even after full integration, organizations are left with legacy systems that do not provide the necessary support for growth and development.
Insurance companies must adhere to a number of compliance standards, including tax laws, PCI standards, and HIPAA privacy regulations. These compliance standards change frequently. Businesses must re-align themselves to ensure compliance with the changed regulations. Such laws are meant to protect business operations, but it is difficult for company employees and customers to comply with the rules. Non-compliance has financial and operational consequences.
RPA is a growing technology trend that helps businesses overcome the challenges of streamlining back-office processes and transactional, administrative tasks. When RPA works best, the underlying processes are rule-based and iterative. It reduces effort and operational risk by 20 to 30 percent at the enterprise level and improves the customer experience.
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Claims processing is fundamental to the profitability of insurance providers. Generally, this is error prone and time consuming. Insurers should replace manual processing of insurance claims with RPA to reduce time spent performing repetitive processes and reduce, if not reduce, human error. This means that insurance claims must be processed efficiently and accurately.
Scaling becomes easier with RPA as active RPA software robots can be scaled up or down. Intelligent robots can be scaled up or down based on the number of claims or citations processed at a given time of the year. While temporary scaling of RPA software robots is necessary in the short term, efficient robots can be scaled to meet the company’s long-term growth needs.
Many insurance providers still rely on legacy systems or disparate applications. Hence, the non-invasive nature of RPA can be used to streamline business processes. RPA simulates human keystrokes and mouse clicks, interacting with the presentation layer of computer programs and applications. As a result, insurance providers can integrate RPA with existing applications without the need to change their existing IT system. Since team members do not need programming knowledge, RPA can be implemented with limited help from the IT team.
Regulatory compliance is essential to the success of insurance companies. RPA ensures data is accurate and software robots run records of their actions. Therefore, companies should continuously monitor regulatory compliance through internal reviews. Regular monitoring of ever-changing compliance helps insurers prepare for external audits as well.
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Processes in an insurance company are time consuming, data intensive and customer contact center based. Much human effort is spent on collecting and compiling data from multiple systems, updating systems with changes or new data, and validating and processing data.
RPA is part of a growing body of artificial intelligence tools, including virtual agents, machine learning, computer vision, and natural language classification. The move to artificial intelligence technologies such as image classification for claims and text analytics to service customer queries is improving automation and insurance processes. RPA plays an important role in integrating technology with underlying systems.
The automation spectrum is changing rapidly. Based on data and case studies for RPA implementation, here are the areas where RPA has been successfully implemented in the insurance industry:
· Claim Registration: RPA has improved the time taken to complete the claim registration process by at least 50%. The contact center saves at least half the time of registering and updating each claim.
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· Policy cancellation: Implementation of RPA in insurance companies greatly improves the cancellation process. For the same transactions, cancellations are made in one-third of the time with one-ninth of the actual processing staff.
· Form registration: RPA implementation improves the form registration process by 40% with half the number of employees.
· NCD (No Claims Waiver) Verification: Pre-RPA, NCD verification takes around 10 minutes. After RPA, after uploading agent details, BOTs will check and flag mismatch within 2 minutes.
Policy Issuance: Policy issuance is a manual, time-consuming process that may take more than a week to complete. By implementing RPA, efforts at all levels are reduced and policies are issued within two days.
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As with traditional automation solutions, the most obvious benefit of RPA is reducing the cost of manual processes. Compared to any automation, RPA accounts for one-fifth of onshore full-time employees (FTE) and one-third of offshore FTE. RPA applications can reduce error rates by 20% and free employees from tedious tasks so they can focus on more productive activities.
· From a productivity perspective, RPA applications run year-round without any breaks, reducing downtime. Because RPA has BOTS, human training is not required and tens, hundreds or even thousands of RPA applications can be scheduled simultaneously. Insurance companies have reported productivity gains of up to 50% due to the use of RPA in various insurance processes.
· RPA also improves operational efficiency. This reduces the cycle time by almost 80%. RPA ensures a high level of accuracy, security and consistency, much more than human or manually operated processes. This is very important in the insurance industry as customers demand and require consistent service. RPA also ensures regulatory compliance. When properly coded and aligned with the right processes, RPA applications ensure 100% compliance with state and country regulations.
· RPA leads to significant cost savings for both onshore and offshore delivery options. Reduction of onshore and offshore FTEs and reduced business costs will recover the investment in six to nine months.
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The success of RPA depends on identifying and prioritizing the processes that are ready to be automated and determining the extent to which RPA should be implemented throughout the organization. In reviewing the many RPA projects in the insurance industry, there is a set of best practices to follow to ensure a successful implementation.
RPA has the potential to deliver significant benefits including increased productivity, greater operational efficiency and lower costs. However, it is important for insurers to consider the investment required to implement a comprehensive digital transformation strategy. Automation should not be considered the only option for inefficient processes, misaligned capabilities, or a lack of vision for the organization. However, it should be considered an important factor in ensuring results-oriented operations and technology (O&T). Why a modern, comprehensive quality management platform that helps teams of any size deliver high-quality digital experiences? Read more
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Digital transformation has revolutionized the way we approach our daily lives. Many businesses have embraced the many possibilities that digital transformation brings. Due to the highly regulated nature of the industry P&C insurance digital transformation is a unique one.
According to a survey conducted by Publicis Sapient in 2022
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