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approach to
insurance
automation
Robotic Process Automation programmes can
deliver major benefits to insurance operations.
But a more holistic approach will allow
insurers to realise its full potential.
Many insurers have set out on the journey of robotic process automation
(RPA). In most cases, this has meant running pilots on simple business
processes before scaling up to deliver more material benefits through an
industrialised automation capability. Our experience shows that a holistic
and integrated approach to these implementations is essential.
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A holistic approach to Insurance automation
Automation Spectrum
The automation spectrum is rapidly changing. The rise of new artificial intelligence technologies, including virtual
agents, machine learning and natural language classification will further drive automation and augmentation of
insurance industry processes.
Consolidating data from Applying technology Interactive characters Systems that gain knowledge
multiple sources into a single to manipulate existing with human-like traits and from data as experience
view to complete a process. application software to communication styles able and apply what is learnt in
complete a process. to answer questions and upcoming situations.
perform business processes.
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When they assess
processes, theyre not just
asking, can we? Theyre
also asking, should we?
Create sales Data entry for Automate updates to Process claims bulk Automate daily bank
scorecards to push clearance and personal details and payments with pre- reconciliations
notifications to registration bank account details approved expense
Process low-
agents processes amounts
Reject or cancel a risk money out
Conduct compliance, Update systems policy if a payment Automate manual transactions
legal and credit and produce client has not been made assignments to
checks information with 21 days claims handlers,
input FNOL
Gather information Identify policy
Paper or online submissions into
from various systems premium
account maintenance various systems
and generate a discrepancies and
not currently
renewal premium reconcile if required Automate
supported by straight
notification
through processing
to loss adjusters
The importance of
maintaining and
changing robots in BAU
is often overlooked.
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The Future of Energy Trading
Understanding the
impact on talent
While insurers workforces are by now accustomed to the business smart technology empowering smart
participating in change programmes, the introduction people -, or as a threat to their roles.
of automation can have a more fundamental impact
on individual roles and responsibilities. For front- There is no doubt that RPA will reduce the number of
office teams, its most likely to be viewed as a positive roles in Operations teams. Insurers, therefore, need to
development, with real benefits for the customer focus on retaining and redeploying talent to support
experience and improved efficiency of administrative front-office activities or new roles created through
tasks. However, its in the middle- and back-office business growth. If RPA programmes are counter-
operations, where RPA has the greatest potential to balanced by training that re-equips people for new
automate manual activities, that uncertainty is most roles then they are more likely to be seen in a positive
likely to be created. light.
The impact of RPA is multi-dimensional. Operations One UK based general insurer embraced this concept
staff can either perceive robots as a new type of co- when implementing a recent automation programme
worker that releases people from mundane work and (which also freed up 35 percent of capacity in one area
creates new, value-adding opportunities for them in the of the business). Management took time to understand
business, or as a threat to their roles. the impact on the people involved and invested in
making RPA integral to the overall business culture.
The impact of RPA is multi-dimensional. Operations Where automation was introduced robots were given
staff can either perceive robots as a new type of co- names, and accepted as colleagues that helped people
worker that releases people from mundane work and to create greater business value than ever before.
creates new, value-adding opportunities for them in
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Accenture is a global management consulting,
technology services and outsourcing company,
with more than 358,000 people serving clients
in more than 120 countries. Combining
unparalleled experience, comprehensive
capabilities across all industries and business
functions, and extensive research on the
worlds most successful companies, Accenture
collaborates with clients to help them become
high-performance businesses and governments.
The company generated net revenues of US$31.0
billion for the fiscal year ended Aug. 31, 2015.
Its home page is www.accenture.com.