Full digital claims processing with Pegamento Robotic Process Automation
Robotic Process Automation (RPA) plays an indispensable role in claims handling. Pure profit, it turns out, for both the customer and the organization.
What can robots actually do for an insurer and its customers?
The RPA robot is smart software that automates repetitive, administrative operations. And which, through the use of machine-learning, OCR and AI, is becoming ever smarter. A robot is an expert at boring, time-consuming jobs that distract employees from their real work: personal contact with customers and therefore added value and quality for the organization.
Support in every customer contact
RPA is also interesting for claims handling. Does a report come in by phone? Then a robot ensures that the call center employee gets one screen with all the information from different systems, so he or she can make the right call. Does the claim report come through the website or app? Then RPA is even more interesting, because then the way is open for the next step in insurers’ services: fully digital claims processing, in which the insurer brings the consumer and the repairer together.As a bringer of supply anddemand, fully digital, with RPA. Everything then revolves around solving the damage and no longer about paying out money.
Fully digital claims processing 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 through the website with 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 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 doesn’t have to worry about this anymore. Then an automatic customer satisfaction survey 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 processing platform with RPA. Why? Some benefits at a glance:
- Convenience: customers are increasingly going for convenience. With digital fulfillment, you add value and meaning to customers by taking care of them quickly and professionally.
- Satisfied customers: a combination of robotics where it can and human contact where it must works positively 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 a digital settlement with RPA prevents claims fraud.
- Lower costs: lower costs are in higher efficiency and less fraud, as well as setting fixed amounts for a variety of claim categories.
- Sustainability/MVO: the core values of the organization you can implement in claims handling. For example, by considering environmentally conscious repair, social/societal awareness, geographic considerations when selecting repairers.
- Speed and efficiency: a robot works 24/7/365, is objective, 100% accurate and error-free. The damage burden is significantly reduced.
- Flexibility: robots are reusable and scalable, catching peak periods effortlessly, regulating workloads in the organization.
- Focus on the customer: employees have time left with RPA to have real, valuable contact with customers.
- Data collection: along the way, you collect data that will make valuable management information available.
Want to learn more about RPA for insurers?
Want to know how that works out for your organization? What you can do with RPA? Call or email me and we’ll discuss what’s possible at your organization.
Erik Janssen – Director Financial Services Industry
You can also download a free white paper
Download your free white paper here. In this white paper, we will tell you whether Robotic Process Automation can be an additional application within your organization using a simple checklist.
