Case Study
Fortune 1000 life insurance provider fully automates 88% of service requests
Results
12Khrs
12,000 hours saved annually
88%
88% of service requests fully automated
Better
Improved data quality
Company Profile
Major North American religious-affinity fraternal benefit society, provides life insurance, annuities, long-term care, and disability income exclusively to its members and their families through a captive agent force. Tens of billions in life insurance in force, top-tier A.M. Best ‘Superior’ rating, and recognized for industry-leading ethics. Members contribute hundreds of millions annually to charitable causes.
Challenge
High volume of manual back office tasks
This Fortune 1000 insurer handles a variety of high-volume tasks, including post-issue certificate servicing requests and underwriting requirements receipts. Processing these requests required significant manual effort from the back office team. Team members would have to utilize the case management systems to retrieve assigned requests, review and confirm client policy information, and manually update existing client records.
Management sought a solution that would automate this process to reduce the team’s case load, save time, and process more requests faster.
Solution
Automation of service requests
The solution established a high-volume processing framework to perform initial in-scope service transactions. Solution connects to and monitors the Insurer’s AWD case management system for service requests and applies business rules for handling instructions. It makes the necessary adjustments to policies and contracts in the respective admin platforms including confirming success and closing the case.
The solution fully automated 88% of service requests and saved the insurer over 12,000 hours per year. It also improved the data quality and is ready to scale and add more service transactions as needed in the future.
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