Swiss Re Reinsurance Solutions - Automated Claims Experience – Insurer Innovation Award 2023

1. 1
Automated
Claims Experience
Evolving customer experience with a simplified and transparent claims process
ReinsuranceSolutions

2. WHAT IT IS:
SaaS cloud-based digital online claim submission form, designed to
improve customer claims experience with a simple and empathetic claim
submission process
WHAT MAKES IT GREAT:
 Built with research-based insights and behavioral science to make
the process as clear and jargon free as possible
 A “one and done” claim submission process - the claims team
receives all information needed in one place, in minutes, and the
claimant/beneficiary avoids the stress of sending information through
different channels
 Claims status available 24/7 with regular status updates
IMPACT TO AN INSURER’S BUSINESS:
Automated
Claims
Experience
2
More efficient
operations reduce
errors and support
calls
Superior claimant
experience
Fast & easy info
gathering improves
claims response
times
Life Insurance Co
Claimants are in the midst a significant, emotional
event and the current process for submitting a claim
is often time-consuming and error-prone. Swiss Re’s
Automated Claims Experience moves the claims
experience to the digital age, and helps turn
beneficiaries into brand advocates and potentially
new customers.

3. Health or
Life
Claim
Claimant
A significant,emotional event. At
their most vulnerable
Claims / Call Centre Team
Stressful, upsetting, emotionally draining –
nature & volume of claims
The process can be challenging
for all involved
A positive claims experience focussing
on empathy and trust is proven to help
drive new business
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4. 4
The Automation
Opportunity
Leverage claims knowledge and
technology to transform your business
Improve the
customer claim
experience
with a simpler and
more empathetic
online experience for
your customers
Enable fast &
easy information
gathering
with minimum
information needed
to make a decision
Improve claims
cost efficiency
with improved case
handling

5. 5
Evolve beyond
barriers with
Automated Claims
Experience (ACE)
At the front end of the customer
experience, Automated Claims
Experience brings simplicity and
transparency to the claimant while
allowing you to further automate your
claims, deliver efficiency gains, and
create opportunities for further growth.

6. 6
Put
customers
at the
centre of
the claims
experience
What Automated Claims Experience
can deliver
01
Improved customer
experience
• Simple language – anyone can understand
• Designed with empathy
• Transparency on the process
• Customer empowerment –
availability 24/7
• Reduced time to submit
the claim
• Safety (you know where it is)
• Data security

7. 7
Improving
efficiency and
agility
02
Fast & Easy Information
Gathering
• Upload all customer
documentation in one go
• Focus on minimum information needed to make a
claims decision
• Document directly uploaded into insurer’s system
• Avoiding loss of mail
03
Improved Profits
• Steering resource to where it
is needed - some areas need a
more human touch
• Reducing errors and manual work
in the process
• Creating positive brand impact
and generating more business
• Gathering data digitally leading
to fast decision making on valid claims
What Automated Claims Experience
can deliver

8. 8
Benefits of
Automated
Claims
Experience
Web-based submission
form reflexive for laptop,
tablet and mobile
Simple &
empathetic
Behavioral economics
to nudge, guide &
minimize fraud
Trust & signposting
design improves the
customer claim experience
Less beneficiary stress
& frustration at a
difficult time
Faster claim
delivery enables
faster claim
decision
Upload documents
feature
Microsoft Azure
cloud-based
technology
API technology
compatible
Instant notifications -
24/7 access to your
claim status
2-factor
authentication that
provides security and
access
Designed around
beneficiary/claimant

9. 9
How does
Automated Claims Experience
work?
01
Customers, who have lost
their loved one or suffered
an illness/injury, submit
the claim with the
minimum required
information and
documents at their ease
of time in digital
environment
02
Authentication ensures
secure log in
Anti-fraud, tax and
legal declarations for
compliance
Documents uploaded
are ensured to be
readable and scanned
for anti-virus protection
03
Submitted claim and
uploaded documents
directly move to the
internal claims system
Claim submissions
with uploaded
documents stay in
ACE only until
submission takes
place
04
Notifications are sent
to customers as per
status change or
reminders are set for
pending submissions
05
API technology is
embedded in ACE to
transform manual
checks to instant
automation

10. 10
How does
Automated Claims Experience
work?
Client’s Claims
System
ACE
Rules Base
Analytics &
Reporting
Claims Case
Referral (CCR)
Claims Guide
CARE
Claimant

11. 11
Why would an
insurer choose
Swiss Re’s
Automated Claims
Experience?
Our experience & reach
01
One of world’s largest
reinsurer — unrivalled
insight & expertise
03
The global benchmark
for applied risk
knowledge
02
A reputation for innovation
& automation excellence
04
For use by any business,
anywhere — flexible,
digital solutions using
cloud technology, API
Our solutions reflect Swiss Re’s 150+ years’
experience & world-leading reputation

12. In Summary
What Swiss Re’s
Automated Claims
Experience (ACE)
offers
• Automation to improve the life
and health claims experience
for customers and claims
handlers.
• The best of Swiss Re —
combines our reputation for
innovation and automation
excellence with our unrivalled
risk insight and expertise.
• Digital credibility — future
proofing, API, cloud technology.
• Increased profitability —
improved claims cost efficiency,
fast information gathering and
improved customer experience.
• A custom-fit, scalable and
affordable solution.
• A solution that can standalone
or as part of a Swiss Re digital
value chain ecosystem.
• Easy implementation whether
the insurer has an existing
system or are new
to automation.
• Swiss Re support every step
of the way — design,
implementation,
day-to-day trouble-shooting.
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