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
Reinsurance Solutions

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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