Lowering costs without compromising service levels

The health insurance market is highly competitive. Consumers are constantly on the lookout for lower prices, but they expect quality service. Clients demand comfort and self-service, any time, any place, and expect fast response. This means that insurers face the challenge of optimizing or automating their processes. One solution is to deploy extra workforce, but this can be difficult and costly. Tackling the challenge with new technologies is smarter and more cost-effective.

Quick and accurate customer service at a lower cost

A large Dutch health insurance provider wanted to explore innovative ways to process claims accurately, but quicker. At the same time, the insurer wished to reduce costs and protect customer data. They were considering new automation possibilities to optimize processes that require accuracy and speed.

Sustainable automation through high quality integration

To automate the processing of incoming claims, we leveraged Microsoft’s Computer Vision API to perform Optical Character Recognition. These technologies, coupled with tailored software, were used to create an intelligent bot that processes claims fast and with tremendous accuracy.

A good quality of recognition was an important requirement for the bot; in other words, it should detect the information correctly. We started therefore by investigating the feasibility of the application beforehand. Once the solution passed the first testing phase, we integrated the bot in the IT systems of the company. By thoroughly testing the outcomes of the bot on correctness, and using the test results to tweak the algorithms, we built an application that can be deployed with full confidence. The layer of smart automation is built upon a solid security foundation, ensuring the protection of customer data.

From 5 days to 5 seconds

The result: the claim processing times went down from 5 days to 5 seconds. This guarantees better service levels while helping the company stay ahead of the game.