Automated Claims Invoice Processing

The need for faster claim processing and payment necessitates the digitisation of claims management processes for insurance companies to improve efficiency, reduce costs, and enhance customer satisfaction.

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The problem

A large insurance company receives thousands of invoices each day from their builder supply chain working on various different claims, sent to a Claims Management platform.

A case manager would have to sift through all documents related to the claim, download the invoice attachment, manually review each line item to ensure builder contract rates and invoice totals are accurate, and approve or manually notify the builder to amend the invoice if there are errors.

Whilst this is an important step throughout the claims lifecycle, the company wanted to shorten the overall lifespan of a claim, while also minimising loss from inaccurate invoice data.

Our solution

An RPA bot and Web Application was built for the Claims team.

An RPA bot was built to query and download new invoices stored inside an AWS Data Warehouse.

• The bot performed several verification checks to ensure it has retrieved a valid invoice file.
• The bot sends the invoice file (PDF) to ABBYY FlexiCapture’s server.
• The data was extracted and passed to our Web Application’s database.
• The data is presented in a user-friendly interface for the Claims managers, where it highlights non-compliant line items, and an additional field where the user can make feedback comments.
• Once the Claim manager finishes reviewing the invoice, they can send the feedback directly to the builder from the Web Application with a click of a button.
• The bot receives the feedback document and directly uploads it to the builder’s communication platform, and records an audit trail.

The results

• The insurance company effectively shortened the lifespan of a claim by a few business days.
• Improved team members overall output by allowing them to work on higher value jobs, minimising the need to do time consuming, repetitive tasks such as looking for documents and manually notifying the builder.
• Significantly reduced invoice data errors, resulting in cost savings of up to A$16 million in just one year.

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