Carsten Voigtländer |

Process Management: Input, identifying concerns, and extracting data


Process automating in insurance substantially contributes to increased efficiency. However, processes can only run automatedly if the input is digitally available, the respective customer concerns were correctly understood, and the extracted data is complete and suitable for the concern’s processing model. Here, the disciplines of digitization (scan/OCR), classification (concern), data extraction and validation, manual post-processing as well as implementing the constant improvement of the AI’s identification quotes are to be implemented as part of input management.

In addition, a high level of integration between input and process management for the relevant input channels must be created, for which, based on the respective processes to be automated (e.g. claim notification), input management and process automation must be operated in the same way.

  • for the portal forms on the digital channels, offering and damage drafts, and for BiPRO
  • for text-based input channels, you have to differentiate between the already machine-readable formats (email) and analogous formats (letter / fax) — for the analogous formats, a digitization via OCR technology must occur
  • for telephone, there are specialized providers and solutions: ideally the call center or specialized department will be directly involved in the initial processing with a telephone-based input management workplace, and on this basis will be transferred directly to process management.

Digital input management that identifies of the customer’s concern and extracts the input data relevant to and necessary for the respective process must be monitored for the respective input channels, the respective processes and customer concerns as well as for the accompanying aspects, such as compliance guidelines that are to always to be monitored as a discipline over the course of the project management’s development.

Inbox and workload control

In order to enable the specialists to work without any issues, the upcoming processes are to be distributed through an inbox to teams or specific specialists. These can help themselves to tasks to complete and process the necessary manual steps so that the process can subsequently be reset to automated processing for the following steps.

The workload control takes over the distribution of the work basket based on the available specialists, their expertise and competency, their specific experience in the handling of processes in specific divisions, as well as the location of the specialist.

Through a process assistant, the specialist must be able to view all the input information and receive an overview via a context view that shows the partner’s relevant data, affected contracts, pending claims and benefits processes, documents in the archive, the payment and dunning status as well as additional information (e.g. the contract’s profitability).

In order to achieve an efficient handling of the customer concern through manual processing, the standard activities (e.g. sharing in the case of the four-eye-principle) should be enabled directly in the process assistant. For complex tasks, a switch to the respective expert system, such as claims handling, should be enabled while transferring the context-related information, as should linking to the respective context (“deep link”).

An additional aspect of a cutting-edge and efficient inbox is the direct integration of work and help tools (e.g. FAQ, comparative cost calculator, credit check).

Subsequent Processes: document creation, output und archive

In order to enable a holistic process control, subsequent processes should also be controlled by process management. In essence, these are

  • Transferring the information resulting from the processing of the customer concerns to document creation and output management in order to inform all necessary addressees via the channel desired by the customer (post, email), and in the necessary form.
  • Filing the information and source documents in the file-based archive (customer files, contract files, claims file) in a way that ensures it is revision safe.
  • Set up subsequent processes for premium collection, disbursement or other aspects in the payment system,
  • Transfer information resulting from the contract processing to the broker commission system for billing or inspection of the provisions.

This should also occur through the integration of services for the respective systems – it would enable holistic context and control, from customer action, via internal processing within the insurance company, right up to conclusive customer information.

Summary and recommendations

A holistic process control within your insurance company is a long-term and complex task. Not all processes and input channels are equally suitable for automating the processing — here a strategic approach should be chosen that can be adjusted further as the implementation progresses.

The processes to be automated should be strategically selected and sequentially implemented – what is crucial here is the degree of automation or the efficiency of the necessary post-processing, not the number of processes that are selected for automation.

Grafik EnglischHolistic process management with AISAAC and in|sure Workflow/Workplace

The necessary integration of the input management, of the backend systems involved and the output of the process control is an important aspect for many insurance companies in the course of amending the application landscapes for projects that have already been started, and should be monitored consistently from end to end. If necessary, the required functions are initially to be established in the test creation and in the omni channel-in/output management.

Last but not least, the specialists in the call center or specialized departments that are affected by this should be involved in the introduction and optimization of the process control, as they would have to work with the new tools and draw upon their experiences with the control they had been using up until now.

Would you like to learn more about increasing your efficiency through state-of-the-art process management? Then get in touch with our expert Carsten Voigtländer, Senior Business Developer at adesso insurance solutions.

Do you have any questions or comments? Then please leave us a comment.

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