CASCO insurance claims handling

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Improving insurance claims handling
Ultimus User Conference, May 9-11, 2007, Munich

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CASCO insurance claims handling

  1. 1. 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
  2. 2. Agenda If company profile Claims handling - the case for BPM Objectives Means and technologies Results and future opportunities Q&A
  3. 3. Introduction video
  4. 4. 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
  5. 5. Business defined strategy for IT Keep operational costs under control Automate or outsource instead of hiring Automate standard situations Empower business professionals to solve exceptions
  6. 6. Nexum Insurance Technologies External IT solution provider for IF Core insurance system On-line sales systems BPM Single focus on insurance Ultimus partner
  7. 7. The case for BPM - Insurance claims handling Claims - the essence of insurance Motor insurance claims Frequent Human intensive Time consuming External participants – car dealers, car services, state institutions
  8. 8. Targets, If Latvia 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
  9. 9. Process changes ? ? ? IF (experts, claim handlers, accountants, financiers) Partners (car dealers, car services)
  10. 10. Partner view - claims registration
  11. 11. Notifications to customer/partner/If
  12. 12. If employee view – core system
  13. 13. Document storage
  14. 14. Architecture (SOA???) Core business functions: Process context: Nexum Insurance Management System Ultimus BPM Alerts and notifications: Centralized document storage: E-mail service Microsoft Sharepoint
  15. 15. Results, If Latvia 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
  16. 16. Future opportunities IF IF IF
  17. 17. Thank you Questions? Kimi Salokangas kimi.salokangas@if.fi Head of Baltic &Russia IT, If P&C Insurance Mihails Galuska mihails.galuska@nexum.lv Product Manager, Nexum Insurance Technologies

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