casco insurance claims handling
DESCRIPTION
Improving insurance claims handlingUltimus User Conference, May 9-11, 2007, MunichTRANSCRIPT
Improving insurance claims handling
Ultimus User Conference, May 9-11, 2007, Munich
Kimi Salokangas – Head of Baltic & Russia IT, If P&C Insurance
Mihails Galuska – Product Manager, Nexum Insurance Technologies
If company profile
Claims handling - the case for BPM
Objectives
Means and technologies
Results and future opportunities
Q&A
Agenda
Introduction video
Key facts
Nordic market leader
Founded in 1999
Sampo group
3.6 million customers
6,600 employees
Gross premiums written SEK
38 billion
Nordic and Baltic customers -
locally and with international
operations
Keep operational costs under control
Automate or outsource instead of hiring
Automate standard situations
Empower business professionals to solve
exceptions
Business defined strategy for IT
External IT solution provider for IFCore insurance system
On-line sales systems
BPM
Single focus on insurance
Ultimus partner
Nexum Insurance Technologies
The case for BPM - Insurance claims handling
Frequent
Human intensive
Time consuming
External participants – car dealers, car
services, state institutions
Claims - the essence of
insurance
Motor insurance claims
10% of CASCO claims registered externally
Claims handling time improvement – from 10
days to 2 days
Less manual work
Increased customer satisfaction
Improved communications and control
Targets, If Latvia
IF (experts, claim handlers, accountants, financiers)
Partners (car dealers, car services)
? ? ?
Process changes
Partner view - claims registration
Notifications to customer/partner/If
If employee view – core system
Document storage
Core business functions:
Nexum Insurance Management System
Process context:
Ultimus BPM
Alerts and notifications:
E-mail serviceCentralized document storage:
Microsoft Sharepoint
Architecture (SOA???)
15% of CASCO claims submitted by partners
Processing time 10: days -> 15 hours
Less manual work for IF employees
No need for customer to visit insurers’ office
Automated communications
Control and coordination of partner activities
More credibility in partnership
Results, If Latvia
Future opportunities
IF IF IF
Questions?
Thank you
Kimi Salokangas
Head of Baltic &Russia IT, If P&C Insurance
Mihails Galuska
Product Manager, Nexum Insurance Technologies