How Unimate RPA automated 100% of policies processed for an insurance broker

Introduction

The Idealor Group is an Insurance Organization based on the preparation of personalized plans adjusted to the reality of each client, with particular emphasis on loyalty and the generation of long-term relationships. With this task, they were looking for a solution that would allow them the necessary fluidity to keep customers updated on their coverage status in a timely manner.

The Problem

Keeping customers up to date on the status of their coverage is a simple but high-volume task that will inevitably lead to problems. Statistically, the human error rate and the inefficiencies of doing it with a person far outweigh the benefits of doing the work, so it often results in it not being done in a timely manner. This can affect delays in the processing of policies, as well as not entirely optimal communication with the client as Idealor pursues. In addition, it occupies time in a repetitive task that does not add value to the staff that performs it.

The Solution

First, define a series of communications with the client to conduct a follow-up coverage history. With notifications from three days before expiration with the sending of documentation on the status of your policy, notifications for unpaid bills, policy cancellation and/or loss of coverage. The robot analyzes the entire client portfolio and verifies the status of each one in the system. Based on this analysis, and if the established conditions are met, the bot sends a personalized message via WhatsApp to each client with the corresponding notification.

And we couldn’t stop there, the next step was to create a bot to manage the status of policy renewals automatically. And we did! The robot enters the insurance page, takes the updated information of the client (which the bot managed in the previous step), and enters the status of said renewal in the corresponding section. In the case of vehicle insurance, they have a bot, which, if necessary, asks the client for a photo of the property book to update data such as: license plate and unit registry.

The Result

The entire project, from process documentation to development and implementation, was completed in 4 weeks. The business model based on Robots as a Service was a great attraction for the Idealor Group since they only pay for the processes they need to automate. Thus avoiding a significant initial capital investment. There were also several long-term benefits. Like being able to reorient your team to carry out high-value work and avoiding spending time on tedious and repetitive work. Because the process is completed in a timely manner, communication with the client and the regulation of payments are carried out much faster than before.