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Insurance – RPA – Case Study

Challenge

The Client engaged Auxiliobits to review their Insurance Claims process for an Automation assessment. The process was performed daily by the claims department. The department received hundreds of insurance claims daily in an excel sheet which needed to be processed.

Solution

Auxiliobits automated business process as per its RPA development LifeCycle. The Auxiliobits team performed user acceptance testing (UAT) and deployed the automated process into production. The clients insurance claims team was trained in Robot usage and exception handling as a part of supporting their routine operational activities.

Outcomes

  • 90% reduction in processing time
  • 100% accuracy in claims processing
  • Human error was eliminated

About The Case Study

Download this case study to discover how a client manages the process that was performed daily by the claims department. The department received hundreds of insurance claims daily in an excel sheet which needed to be processed.
In this case study you will find valuable information including:
  • Client Profile
  • RPA Project Brief
  • Challenges the client faced
  • Auxiliobits’s RPA solution
  • Process before automation (Manual process)
  • Process after automation (Live in-production)
  • Outcomes achieved

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    The Client

    The client is a global insurance company with operations in multiple countries. The client provides many types of insurances ranging from life to vehicle insurance. It has a
    huge user base and receives insurance claims on a daily basis.The insurance offerings are much diversified and the client is having a mature process map.

    The Challange

    The Client engaged Auxiliobits to review their Insurance Claims process for an Automation assessment. The process was performed daily by the claims department. The department received hundreds of insurance claims daily in an excel sheet which needed to be processed. Each insurance claim would be an entry row in the spreadsheet and all the data had to be input to the company’s proprietary web portal where tons of data had to be entered. Once the data was entered into multiple web forms the portal processed the request to inform whether the claim should be processed further or declined. The user processing these claims took over 10 to 15 days to process a single spreadsheet. The key objectives of automation was to provide productivity benefits and to free the FTEs from repetitive tasks. By optimizing the business process it was expected to improve process efficiency, ensure cost effectiveness and allocate resources to perform more value adding work.

    Key Information

    • The Client received 200 to 500 insurance claims daily.
    • Each spreadsheet took more than 10 working days to process claims.
    • Claims needed to process excel sheets daily with all insurance claims.
    • Resulting process identified accepted and rejected claims.
    • Industry:
    • Banking and Insurance
    • Geographies Implemented:
    • India
    • Automation Tool Used:
    • UiPath (Studio and Robot)
    • Department:
    • Insurance
    • Sub-Department:
    • Insurance Claims
    • Engagement Model:
    • Automation as a service - research, consulting, execution and training at a fixed price per process
    • Domains, Departments, Segments Covered:
    • Processing and reporting to the claims team
    • Volumes:
    • Average 500 claims per day
    • Processes covered:
    • Daily Insurance Claims Processing
    • Type of Process:
    • Back-Office
    • Application:
    • Email (Outlook), Excel, Chrome (Browser)

    Solution: Our Approach

    Timeline (MAN DAYS)
    • 2 days

      RPA Maturity Assesment

      Getting our own Business Analyst (BA) on the job Auxiliobits assessed the business process to ascertain the feasibility of Robotic Process Automation (RPA). Each process step was analysed in detail to optimize the business process in a cost effective manner. The BA also created a business case using various metrics available from the client transaction volumes, average handling time and SLAs among others. Our BA analysed and proposed that this process was a fit for RPA to get the Return on Investment.

    • 5 days

      Proof Of Concept

      To demonstrate the RPA capabilities, a subset of the process was automated using UiPath that proved the feasibility for the process selected.

    • 20 days

      RPA Implementation

      With our BA assessing the process to be automated along with the Proof of Concept implemented proved that the process was viable for automation and got us an effective business case.

      Auxiliobits automated business process as per its RPA development LifeCycle. The Auxiliobits team performed user acceptance testing (UAT) and deployed the automated process into production.The clients insurance claims team was trained in Robot usage and exception handling as a part of supporting their routine operational activities.

    Manual Process (AS IS)

    • The client’s insurance claim personnel receives excel sheets with details of insurance claims. Each day 200 to 500 insurance claims are received for processing.

    • Each claim is a row in the excel file with over 20 column entries. Each claim is read manually and entered into a propriety web portal for all the information to be entered.

    • After filling in all forms sequentially the web portal decides whether the insurance claim is to be further processed or to be rejected. Once this decision is made the user downloads a PDF report for that claim.

    • The user then attaches that PDF file and emails it to the stakeholders and the claimant based on the decision of the web portal. This email was done through Outlook.

    AUTOMATED PROCESS

    Human intervention is now limited to exception handling and providing the robot with the excel sheets with all the claims information. A human may monitor the logs generated after bot running the process and verify the reports.

    • When a claims excel sheet is received the claims personnel triggers the robot and provides the sheet to it.

    • The bot will then read each entry from the excel sheet, opens the official web portal and enters all information in the portal

    • After processing one claim the bot downloads the PDF report and emails it to the stakeholders based on the result.

    • The bot then processes each entry in the excel sheet by repeating its process. Once the process is completed the user can review the logs.

    Benefits / Values Delivered

    The automation of these processes resulted in the following benefits:

    • 90% reduction in processing time
    • 100% accuracy in claims processing. Human error was eliminated
    • Improved process efficiency with minimal manual effort
    • Resources re-deployed on more productive and value-adding work
    • Improved SLAs for Insurance Claims processing
    • Activity logs for process, risk and compliance processing

    Redeployment

    of staff to more value
    added tasks

    100%

    accuracy in claims
    processing

    90%

    reduction in
    processing time