The insurance sector is hungry to adapt to innovative technology and automation but is struggling to do so.
Processes such as underwriting, claims to process, and policy servicing, bring along with them a plethora of important but mundane and repetitive work. These are ideal processes to be automated, and yet many insurers are over run with different vendors, different solutions, and attracting the right talent to implement these projects is difficult.
RPA is a very simple form of automation that can take processes which are:
- Rules based
- Involve very simple if/then logic
- High in volume but low in value
By automating these very basic tasks, insurance organisations can release high value staff from the mundane tasks.
Proservartner can help not only by implementing new technology but using our change management methodology to ensure a smooth transition for your team.
Processes ripe for automation
The process of underwriting only takes a matter of hours, but waiting for different quotes to come back and collating the responses often takes weeks and can interrupt other work. RPA can take the requirements, fill in several portals to get a quote and then scan an email inbox for quotes related to that reference number, extract and collate information to enable the underwriter to review the various policies once all have been returned.
Regulatory scrutiny of the insurance space has never been more acute today. Not only are regulatory standards becoming stricter but many (HIPAA privacy rules, PCI standards, tax laws etc) change on a semi- regular basis meaning that audits over the entire infrastructure and customer base need to be carried out. RPA can be deployed rapidly with new parameters to go through records and match against new regulation to quickly compile a report of where information/permissions may be missing. As RPA can run 24/7, you can set up a bot to check over customer data every night to ensure you are always on top of compliance issues.
Running logs also help insurance companies to fare better in case of external audits. Bots can self-generate reports for complete tracability, send clients account closure processing notifications, or validate the data from current clients, all of which ease the burden of compliance.
Insurers are more frequently leveraging data from third parties in order to identify buying habits/associated actions that represent sales opportunities. If sales could see for example, a customer was taking maternity leave, then that person would be more likely to buy life insurance, more likely to buy a new house/car and need insurance for these. The current problem is assessing this data, matching this to current customer data and updating sales teams. RPA can take mass data and match it against current customer profiles, add notes into your CRM system and update sales on potential opportunities.
Our client, a UK based insurance provider needed to reconcile PDF bank statements with an excel file containing premiums paid by their customers. Approved payments were then entered into an ERP system.Read our case study
“There are two key factors that will drive automation for pharma. The first is that regulatory pressure is only increasing with a clear emphasis on the speed of reaction. The second is that the sheer amount of data has grown tenfold in a short amount of time and is simply unmanageable by humans if it is to be used effectively.
Regulation is both a prime motivator and prime obstacle in the automation of pharmaceutical processes. On the one hand using automation to fulfil regulatory compliances can save a firm significant amount of time and reduce costs, but on the other hand in a regulated environment, any system that performs a decision-making function requires validation and solid change control.
Specifically, any change requires re-validation to show that the system either interprets the input correctly and correctly executes the expected resulting action, or flags the transaction for human intervention. To date, we’ve not observed a pharmaceutical firm or a contract resource apply RPA to manage validation, and firms continue to rely on people to perform this function.
However, because RPA systems are precisely configured and audit-able and are specifically designed to not “colour outside the lines,” they have the potential to effectively address the validation challenge, and in fact could do so in a more reliable and accurate manner than humans.”