Reducing Monotony in Insurance

Although most organizations have some automation, there's a disconnect between what can be automated and what requires human intelligence. That's where Digital Coworkers come into play. These self-learning, automated bots can read insurance documents, understand the loss that occurred, and parse information into the correct systems without human intervention. Digital Coworkers free up your team from monotonous, mundane work and enables them to focus on customer retention, satisfaction, etc.

INDUSTRY:

Insurance

DEPARTMENT:

Claims

Challenge

A multiline commercial insurance carrier reached out to Roots Automation to support their First Notice of Loss (FNoL) process. Specifically, when a claim was received, the company had full-time staff focused on sending acknowledgment letters to the claimant, policyholder, and regulatory body.

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Problem One

Not providing acknowledgment of a claim on a timely basis was a potential regulatory risk for the company.

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Problem Two

The two full-time employees were becoming disengaged due to the monotony of their work.

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Problem Three

These documents contain PII that the company wanted to properly secure.

Solution

Roots Automation implemented a pre-trained Claims Assistant Digital Coworker into the customer's claims operations department. The bot picks up a claim as soon as it is created, decides which parties to the claim need to be notified, decides the mechanism for each notification (i.e., mail, fax, email) and produces the acknowledgment letters, and ensures they are either printed or sent to the right recipients.

Outcomes

No human input was needed once the bot was implemented. The company was able to repurpose the team members to other tasks in Claims that required higher degrees of decision-making.

Technologies

Robot Process Automation (RPA), Workflow Management

Customer feedback

Everything happened fast, our digital coworker ‘Roxy’ was trained and ready on time as promised! The team at Roots Automation have been a pleasure to work with! They’ve anticipated our questions and respond quickly to our asks and changes.

Lea Lundquist

VP, Claims Administration, Protective Insurance