The claims process is one area where insurance companies must demonstrate excellent customer experience. People don’t want to wait weeks or months to know if their claim has been approved. Claims processing within Länsförsäkringar could be slow with many manual elements and connection to legacy systems. The company wanted a better way to handle claims and the company saw RPA as part of the solution.
The solution for Länsförsäkringar is to introduce a new Business Process Management (BPM) package that will make it quicker and easier for staff to handle claims. However, the company’s claims engine is hosted and managed on a legacy terminal at the corporate headquarters. Exchanging data between the local BPN and the corporate claims engine manually means entering data into the BPM and then duplicating that in the claims system. The process is slow and opens the potential for error.
Direct integration between systems would have been time and cost intensive. The legacy claims system is aging so there are no APIs available. Instead, the company turned to RPA. Rather than look to back-end integration, it focused on the front-end where a robot can pick up new data as it is entered into the BPN system and automatically update the legacy application. Now in testing, the new automation is speeding the process as well as shielded staff from the complexity of the claims engine.