Digital workforce serve many policyholder needs, saving insurer millions

Industry : Insurance

Function : Operations

Company Profile

This Fortune 1000 Fraternal Life and Annuities Provider is among the largest in North America with millions of members and over $100 billion of life insurance in force. It provides permanent life, term life, long-term care and disability income insurance and retirement annuities, while supporting many charitable causes financially and through its members’ volunteer hours.

Scope Highlights

  • Ingenium policy administration system
  • Life70 policy administration system
  • Chorus BPM platform
  • RPA (robotic process automation)

Challenge

The insurer expanded product offerings and services to respond to increased demand for life insurance coverage. Processing team members used legacy back office systems to perform hundreds of thousands of transactions each year to meet customers’ requests but needed help to keep up with growth. Furthermore, these systems had lengthy downtimes that impacted processing and resulted in wasted time. Leadership wanted to improve operational efficiency and productivity by leveraging automation to reduce dependence on manual processing.

Solution

A comprehensive program was carried out over two years to automate policyholder services. RPA automation retrieves open cases from the client’s workflow system and validates the data to complete policyholder requests and update records. These automation notify team leaders about completed work items and exception cases needing additional review. The solution also leverages the power of ReportBotz to produce consolidated management reports consistently and quickly based on easily configurable business rules.

Results

$1.2 million annual savings

260,000 transactions processed

13,000 hours saved