Business Need

Deliver RPA-enabled automation solution to address existing insurance claims processes system limitations pertaining to user experience, data integration, scalability, and reporting capabilities.

Business Challenge

To provide a futuristic consumer-grade service, our client – a leading life insurance company, wanted to use automation as an enabler to drive the transformation of its claims process. A systematic solution that delivered post office hour claim requests with quick turnaround time was needed to meet customer demands. Furthermore, standardizing the quality of service related to the claims experience was required. Massive documentation led to delays in customer service and increased TAT, which resulted in delays in policy processing. Aggregating data from disparate sources into a single repository to tackle the single source of truth challenge was a pressing demand. The solution would also have to deal with massive volumes of documents while ensuring discoverability and scalability.

Business Solution

NuSummit’s team of automation experts created a highly scalable RPA-enabled solution that delivered outcomes with near-perfect accuracy. The idea was to automate the claims processing and address the associated challenges. The NuSummit team deployed a cognitive bot powered by advanced OCR and ML capabilities to simplify docket and scan management for various policy documents. It rendered the process to a data-processing bot that carried it forward through repudiation, investigator reporting, and portal status updates. The solution delivered exceptional fidelity by building a single source of truth for all the claims-related data that enhanced customer experience and consumer insights through intelligent reporting. The single repository ensured every disbursement decision was data-driven and improved the consistency of adjusters and examiners across multiple touchpoints. It also dealt with the increasingly large volume of critical policy documents through the automated framework that ensured quick scalability while standardizing the quality of service across the entire process. 

Tech Stack

Robotic Process Automation (RPA):

• Automation Anywhere