The document discusses digital transformation at an insurance company. It identifies steps for digital transformation including defining customer personas, identifying where processes can be improved, and integrating human and digital systems. The document also describes how insurance benefit requests can be assigned to internal or external experts based on their workload, expertise, and the type of request. It notes that digital transformation can greatly increase communication in the organization and that all frameworks from Panorama 360 can be imported into modeling tools.

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 Identify where digital transformation can apply
 Define the digital transformation vs customer personas
 Rapidly designing the contribution and benefits of digital
transformation
 Identify where processes may need to be improved
 Identify human and digital integration

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Business Capabilities

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6.4.3 Assign Benefit Request
Benefit requests can be assigned to internal or external experts according to workload, request type,
expertise level and severity of potential request. The required skills by the experts to handle certain
types of losses would also be taken into consideration. The request can be handled by one or more
experts and may need to be accessed and updated by all or have restricted access based on the
confidentiality of the information.
6.4.6 Confirm Eligibility
Benefits requests are payable only if the contract stipulates that they are. Verifying that the contract
contains the clauses related to the claimed benefits is key being moving forward with the requests.

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6.4.3 Assign Benefit Request
Benefit requests can be assigned to internal or
external experts according to workload, request type,
expertise level and severity of potential request. The
required skills by the experts to handle certain types
of losses would also be taken into consideration. The
request can be handled by one or more experts and
may need to be accessed and updated by all or have
restricted access based on the confidentiality of the
information.
The activities are:
• Confirm location
• Confirm availability
• Confirm expertise level
• Confirm language required
• Confirm current workload
• Match current workload with expected workload
• Assign benefit request
• If assigned to robots, ensure knowledge required is
available

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Mapped with Digital Transformation
Mapped with processes
Mapped with organization

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 Greatly increase the communication in the organization
 Identify where digital transformation can apply
 Define the digital transformation vs customer personas
 Rapidly designing the contribution and benefits of digital transformation
 Identify where processes may need to be improved
 Identify human and digital integration
All Panorama 360 frameworks, models can be imported on any
modeling tool
Panorama 360 is affordable and of great value immediately.
Ask us at Pierre.Gagne@InsuranceFrameworks.com.

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