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Service paralysis. Bots to the rescue!

A well-known insurance firm observed that by every quarter there had been a disproportionate increase in the number of complaints received at the service desk. Analyses of the service requests revealed that high processing times, errors, and delays in notifying customers were the top 3 reasons behind these complaints. There was hardly any audit trail where changes or corrections were carried out. Manual keying of information, errors in validation of information, low claims processing throughput due to errors, and delayed communication with the customer had created this situation.

Process

  • Robot periodically scans the mailbox for emails from customers and downloads the claims forms.
  • Form data is then validated against the database for accuracy.
  • The robot also checks if any claims for the policy are already in the service queue.
  • In case of validation errors or any claims found to be under processing, Robot replies to customers via email.
  • If the data is valid, Robot then logs-in to the Insurance portal and performs data entry using the validated form.
  • Finally, the Robot prepares a submission report and informs the stakeholders. Customers are also informed via an e-mail.

Serviceability of Insurance Claims Processing. Automation enables employees to wade through unrealistic expectations. Download Download

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