Five ways a digital

workforce can transform

insurance operations
Intelligent Automation in Insurance Breaking down organizational silos
Investing in a new technology, especially one such as Intelligent Automation which has the A shared pool of digital workers across the business
potential to transform every department across a business, can be seen as a risk. There are many
factors that could prevent it from being fully effective, from lack of confidence and buy-in from
Typically, organisations are made up of A shared pool of digital workers with cross-
colleagues, to an inability to prove its value beyond the first wave of automated processes.
multiple business units, with specialist functional capabilities breaks down these
However, case studies show that if implemented with a strong strategy and operating model, RPA teams and unique skill sets within each of inefficiencies.It forms a workforce that can
and intelligent automation can generate significant return on investment in the form of cost and those units. In most, if not all organisations, operate across all business functions from
time savings, as well as playing a role in digital transformation strategies. those skill sets aren’t transferable between front office to back office with the ability to
departments without some reskilling. One execute any process within those business
In this article we cover five areas where intelligent automation can make a difference for an of the challenges they face is around the units which it has been set up to perform. As
insurance organization. variation in workload across those functions. important is the ability of the digital workforce
If you already use RPA, in each of these areas consider how much further upgrading to In December, for example, one team could size to flex up and down to align with changes
intelligent automation could take your business. It opens up the scope of tasks digital workers be at their busiest while another has a low in workload.
can perform, over and above simple structured processes, creating opportunities to make a real workload. But they can’t borrow staff from
one function to help another, even when it’s This is especially pertinent within insurance
operational impact - reducing operating costs, improving the experience of customers and staff, and claims organisations, where both planned
and even helping to improve those all-important loss ratios. handling back-office tasks. So how can they
service spikes in demand? For most, it’s either and unplanned spikes in activity represent a
bringing in temporary human resource or significant challenge.
Find out more in our whitepaper: 5 innovative use cases for intelligent automation have existing teams work longer hours.
What we’ve found with early adopters of
Download Ebook
RPA, is that their automation set-up tends to
replicate the inefficiency of a siloed human
workforce. It meets the resourcing challenge,
but as a binary function that is linked to
individual processes within specific business
units. Once that structure is in place it’s
difficult to direct that automation resource to
other areas of the business that need it.
Easing internal pain points for a better
customer experience
Machine speeds and pinpoint accuracy with digital workers
Retail insurance and claims providers are
constantly looking for ways to reduce call
times while providing a better service for
customers.
One of the benefits of a digital workforce is
being able to execute customer processes with
machine speed and absolute accuracy. This
is fundamental to any insurance organisation
that transacts with customers in either a
retail or commercial setting. Customer
satisfaction is key to retention rates and an
efficient contact centre is the key to reducing
overheads.
Take an example of a contact centre handling
new sales, mid-term adjustments or general
customer enquiries and requests. Typically,
the operators are using more than one system
to search for and log customer data and
generate quotes. They will spend time on
the phone entering data into these systems,
on tasks which are structured and follow
a specific process. But the channels the
customer uses to contact the company can be
varied and involve unstructured data.
Updating customer contact details, generating
MTAs, even logging new claims and handling
FNOL – these are all tasks that can be handled
by digital workers. Intelligent digital workers
can open and extract relevant data from
customer emails, forms or chatbots to trigger
these same processes. Automating these tasks
empowers staff to do more with the time they
have with customers that have more complex
Data security and compliance
needs, or to take on outbound sales.
Transforming heavily regulated industries
Accuracy also has an obvious compliance automation platform. Companies are
benefit. Business critical tasks which are reassured that their data is safeguarded and
under the gaze of the auditor, FCA or not stored outside of their organisations.
insurance bodies can be completed in a
highly structured way and are fully auditable, In heavily regulated industries such as
minimising risk of exposure. insurance, many of the processes require
approvals and validation at different stages.
A digital workforce is also useful for data A process can be set up to be initiated by a
compliance and security. GDPR processes, human, picked up by a digital worker and
for example, can be automated to eliminate then passed back to a human for validation or
human error and potentially costly mistakes. approval. This is termed human-in-the-loop
With a cloud SaaS platform such as Blue Prism and is simply another stage built into the
Cloud, data always remains only within the process design.
client’s internal systems. The digital workers
interact with existing applications and systems This capability means that an automated
in the same way a human would do, and one process can run between departments as well
of the benefits is that there’s no requirement as within single functions.
for information to be held within the
 Working with legacy systems
A shared pool of digital workers across the business

For large, established insurance organisations, one of the biggest business challenges is often the
use of multiple legacy technology applications that are slow to operate, and don’t automatically
sync data. This can lead to slower onboarding, data analysis, claims fulfilment, invoicing and many
more interoperability problems. These are all tasks that can be automated, with the digital worker
operating between systems on behalf of the staff who would normally do that job, freeing them up
to do other more value-adding work. It reduces the need for offshoring or outsourcing key aspects

Working to improve loss ratios with more of the customer journey, providing cost savings and improved customer satisfaction.

accurate premiums and fraud prevention These are just a few of the ways that insurance organizations can leverage the power of intelligent
automation. For more detailed case studies, download our white paper:

One insurance provider that operates within premium calculation initiated by aggregators Download Ebook
the aggregator space had identified a need or in quotes generated via their contact centre.
to access underwriting data in real time to Legacy policies can now also be checked. The
ensure their quotes remained competitive impact will see more accurate premiums,
but accurate and not missing crucial data. reducing up front fraud but also reducing cost
They were experiencing the impact of exposure on potential claims.
customers inputting inaccurate information
such as omitting previous claims or penalty
points from the quote and buy form, which
either meant making changes mid-term
and potentially losing business or causing
problems at claim and causing the insurer to
carry the 3rd party costs.

Digital Workers now access underwriting data

for each request in real time by searching
legacy platforms which are now publicly
shared by all insurers. The data is used in the
 About Blue Prism
Blue Prism’s vision is to provide a Digital Workforce for Every Enterprise. The company’s purpose is to unleash the collaborative potential of
humans, operating in harmony with a Digital Workforce, so every enterprise can exceed their business goals and drive meaningful growth,
with unmatched speed and agility.
Fortune 500 and public-sector organizations, among customers across 70 commercial sectors, trust Blue Prism’s enterprise-grade
connected-RPA platform, which has users in more than 170 countries. By strategically applying Intelligent Automation, these organizations are
creating new opportunities and services, while unlocking massive efficiencies that return millions of hours of work back into their business.
Available on-premises, in the cloud, hybrid, or as an integrated SaaS solution, Blue Prism’s Digital Workforce automates ever more complex,
end-to-end processes that drive a true digital transformation, collaboratively, at scale and across the entire enterprise.
Visit www.blueprism.com to learn more or follow Blue Prism on Twitter @blue_prism and on LinkedIn.

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