Länsförsäkringar Stockholm makes innovative use of RPA to speed and simplify claims processing.

The Länsförsäkringar Alliance is unique in the Swedish bank and insurance market. The 23 customer-owned regional insurance companies act independently but cooperate closely, to combine the ability of a small company to adapt to its customers with the strength of a large company. Länsförsäkringar Stockholm has set itself the ambitious goal of being ‘the most liked local business’.

The initiative

The initiative

To be the most liked business is a lofty ambition for any organization. For an insurance company, that journey is even harder. Pioneering Swedish financial institution, Länsförsäkringar, knew that to get the people of Stockholm to think this way meant truly excellent customer experience. The company implemented Robotic Process Automation (RPA) from UiPath with support from specialist consultancy company, AKOA, to improve its customer-facing processes. Länsförsäkringar is unique in the Swedish finance industry, it’s corporate form is reciprocal, which means that the owners are the company’s customers and policyholders.In all there are 23 local insurance companies ensuring that their products and services are tailored to the needs of the people in that area. In addition, every penny of profit is invested back into improving how the business operates and the products it delivers. Länsförsäkringar truly is a company run for the customer and owned by the customer.

I’m not sure this approach to RPA has been taken before. It will free our highly skilled staff to concentrate on large value claims. It’s improving the process so we can deliver a better customer experience.
- Anna Koch
CIO at Länsförsäkringar Stockholm

Towards becoming ‘the most liked local business’ in Stockholm

Towards becoming ‘the most liked local business’ in Stockholm

Customer experience goes beyond customized products and personalized communications. It’s built on a foundation of understanding your customers and their specific needs – especially within a local area.Anna Koch, CIO at Länsförsäkringar Stockholm explains: “Being local means being good with our data. There’s a big difference between small towns and big cities. In Stockholm, being local and personal can mean something different than being so in other parts of Sweden. We need to make the most of our data to really understand our market.When the company began looking at RPA in 2016, it was already convinced that automation could help it achieve its business goals.“We're a customer-focused insurance company

An innovative approach to RPA

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.

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