Although the number of IT professionals in the insurance sector has grown significantly, administrative demands remain high despite advanced IT systems. Managing claims notifications, policies and customers, and coordinating repairs are just a few of an insurance company's many activities in which effective organisation, accurate record-keeping and meeting deadlines are essential.
The Challenge
In the insurance sector, it is not unusual to receive thousands of claims notifications every day, around the clock. This high volume makes effective process optimisation essential: when processing 1,000 requests, just one extra minute per request adds 16.6 working hours, equivalent to more than one additional administrator for every 500 requests.
Our client did not want such unnecessary costs and time commitments to hold back its organisation's development, so it turned to us. The aim was to build forward-looking internal processes that would enable large volumes of incoming claims notifications to be managed and processed quickly and efficiently.
With strict contractual deadlines to meet, the client needed a solution that could ideally respond to claims notifications immediately and allow damage assessment to begin without delay.
The xFLOWer Solution Automation
After reviewing the existing processes, we identified numerous tasks that could be partially or fully automated. One example was registering incoming claims notifications, which previously required an administrator's involvement from the very first moment.
xFLOWer can also process notifications received through automated notification handling systems, such as IVR (interactive voice response), eliminating the need for administrator intervention until direct contact with the customer is required.
In addition, the entire document flow was brought into a single integrated system. This provided a significant competitive advantage over competing solutions.
Accelerating Case Handling
Both the administration of notifications and related activities require a rapid response and the prompt initiation of the necessary claims settlement processes. Previously, these activities were carried out manually, overloading administrative staff. This not only slowed down the process but also significantly reduced the organisation's overall capacity.
Addressing these challenges required a system capable of immediately answering the key questions arising when a claim is reported, so that damage assessment could proceed without delay.
Integration
Thanks to its extensive integration capabilities, xFLOWer can work with automated notification handling systems (IVR – interactive voice response) and all other insurance subsystems, enabling us to manage every incoming request consistently.
We also automated data capture within the system, eliminating the need for a dedicated operator to handle each notification during the interaction. The system generates tasks for administrators so that they only become involved in a case when direct coordination is essential, for example to arrange an in-person meeting or schedule a damage assessment.
Document and Records Management
Another important consideration for our client was making existing documents easy to retrieve and storing them securely in a consistent format. Data received through the system is also automatically recorded in xFLOWer's records management module through integrated processes, allowing us to meet these requirements with ease. Managing records in this way offers a significant competitive advantage over other service providers, as customers benefit from faster, more efficient and more accurate case handling.
Results
The implementation significantly reduced the workload of staff responsible for administration and customer communication, increasing the capacity of the entire organisation. Thanks to the new system and well-designed processes, employees now have more time for higher-value activities instead of repetitive tasks.
Summary
xFLOWer's capabilities naturally extend beyond the insurance sector: we have already provided optimal process management solutions for businesses across numerous other industries. We place particular emphasis on providing our clients not only with software but also with all the expertise they need, as this is essential to ensuring successful business operations.
PROJECT INFORMATION
Client:
Groupama Biztosító
Project Objective:
Automating the complaint management process
Partnership Started
2020