Robotic Process Automation (RPA) plays an indispensable role in handling claims. Pure profit, it turns out, for both the customer and the organisation.
What can robots actually do for an insurer and their customers?
The RPA robot is smart software that automates repetitive, administrative operations. And it is getting smarter through the use of machine-learning, OCR and AI. A robot excels at boring, time-consuming jobs that take employees away from their real work: personal contact with customers and the consequent added value and quality for the organisation.
RPA is also interesting for claims handling. Is a report received via phone? Then a robot makes sure the call centre employee gets to see a single screen with all the information from different systems, so that they can have the right conversation. Is a claim report received via the website or app? Then RPA is even more interesting, because then the way is open for the next step in insurers' services: a fully digital claims handling process, where the insurer brings the customer and the repairer together. As a facilitator of supply and demand, fully digitally, with RPA. Everything will then be about resolving the claim and no longer about paying out money.
Fully digital claims handling with RPA
Pegamento is the market leader in RPA and has already developed the entire process for digital claims processing with RPA. What does it boil down to? A customer submits a claim report via the website via a clear, accessible wizard. The report arrives directly at a few selected repairers. One repairer picks up the claim, automatically closing the claim for the others. The customer receives information about the repairer and - if it is not automatically set up - makes an appointment. After the repair, the payment order goes to the insurer using a 'self-billing' process. The insurer approves and pays the invoice. The customer does not need to deal with this anymore. An automatic customer satisfaction survey then completes the process. Fully automated, with only one intervention by the insurer: handling the payment.
Pure profit with RPA
We find that many insurers are interested in a fully digital claims handling platform with RPA. Why? Some advantages at a glance:
- Ease: customers are increasingly going for convenience. With digital processing, you add value and meaning to customers, as they are assisted quickly and professionally.
- Satisfied customers: a combination of robotics where possible and human contact where necessary has a positive effect on customer satisfaction and Net Promoter Score (NPS), which in turn benefits reputation.
- Less chance of fraud: providing services for claims instead of money for claims through digital settlement with RPA prevents claims fraud.
- Lower costs: lower costs reside in higher efficiency and less fraud, but also in setting fixed amounts for various damage categories.
- Sustainability/corporate social responsibility: You can implement the organisation's core values in claims handling. For example, by considering environmentally conscious repair, social/societal awareness, and geographical considerations when selecting repairers.
- Speed and efficiency: a robot works 24/7/365 and is objective, 100% accurate, and error-free. The claims load is significantly reduced.
- Flexibility: robots are reusable and scalable, and are able to absorb peak periods effortlessly, thereby regulating workloads in the organisation.
- Focus on the customer: with RPA, employees have time left over to have real, valuable contact with customers.
- Data collection: over time, you collect data that provides valuable management information.
Want to know more about RPA for insurers?
Want to know how it could play out for your organisation? And what you can do with RPA? Call or email me and we will discuss the possibilities in your organisation.
You can also download a free white paper
Download your free white paper here. In this white paper, we use a simple checklist to tell you whether Robotic Process Automation could be implemented as a complementary application within your organisation.