Automating Low-Complexity Claims Processing in Travel Insurance

Executive Summary

A travel insurance provider sought to enhance operational efficiency and improve customer satisfaction by automating the processing of low-complexity claims, such as baggage delays and trip cancellations.

Project Overview

The pilot focused on automating the processing of baggage delay claims, a common yet time-intensive claim type. By implementing a rule-based system, the project aimed to reduce manual intervention, enhance processing speed, and improve customer satisfaction.

Plan of Action

• Select a Focus Area: Chose baggage delay claims as the focus due to their straightforward validation criteria.
• Design an Automated Workflow: Developed a rule-based system to handle claim submissions, validations, and approvals.
• Implement OCR Technology: Automated the extraction of data from uploaded documents to minimize manual input.
• Integrate Notifications: Provided real-time updates to customers throughout the claim lifecycle.

Conclusion

The pilot project successfully demonstrated the potential of automating low-complexity claims in the travel insurance industry. The solution delivered faster claim resolutions, improved customer satisfaction, and reduced operational costs.