Robotic Process Automation for Insurance Claims Processing

Overview

INNERLUXES was approached by a client whose business provides vehicle insurance claims management services with operations across the United States. The company wanted to automate its existing system for processing vehicle insurance claims — to expedite the process and cut back on the manual workload. The solution: develop a bot to handle all routine, high-volume tasks, speeding up manual processes and freeing employees to focus on more essential work.

The Process

INNERLUXES's development team programmed the bot to execute the following functions:

• Read approximately 2,000 emails daily and identify claim numbers in each email or its attachments.
• Search the claim database for the claim based on claim ID, claimant name, and vehicle registration number.
• Download attachments and store them inside the corresponding claim folder.
• Resize images and convert PDF estimates into JPG format.
• Store converted images and documents in a central location.
• In the event of a corrupted document, or if claim information cannot be found in the database, flag the email and move it to a specified folder.
• Update the status of claims in the CCC-ONE database with information from received estimates. CCC-ONE is an automotive repair management program that helps manufacturers, insurers, part suppliers, repair facilities, and other industry professionals remotely manage the vehicle repair process.
• Send emails composed with the newly converted attachments.
• Move the completed claim folder to a "done" folder.

Custom Software Development Implementing Robotic Process Automation

INNERLUXES engineered a robot using the UiPath tool. This technology facilitates the development and use of software robots that replicate human actions to complete tasks — an approach known as robotic process automation (RPA). RPA streamlines workflows, making organizations more agile and responsive by mobilizing robots to handle tedious, repetitive tasks such as file copying and transferring, data input, and report generation, while freeing employees to focus on customer engagement and more critical projects. Software robots can interpret text displayed on a screen, input information, recognize and extract data, and perform a broad range of functions — minimizing manual errors, providing greater accuracy, and keeping up with spikes in workload to deliver improved efficiency and compliance.

The team had to account for all potentially problematic scenarios when building the bot — including missing claim numbers, estimates, or other essential claim information, as well as corrupted files — and programmed additional functionality to address these challenges.

The Impact

• A fully automated email claims process built with a UiPath RPA bot.
• The CCC-ONE application updated in real time from received estimates.
• Roughly 2,000 emails processed daily with automated claim matching, document conversion, and filing.
• Improvements in production, accuracy, workflow processes, and customer satisfaction.
• Employees freed from routine, high-volume tasks to focus on more essential work.

Technologies and Tools

UiPath Studio 2019, CCC-ONE database, PDF-to-JPG conversion, Microsoft Windows; robotic process automation (RPA).