Applied Epic Data Management Automated using Bots

Abstract

Coventus chose to implement an efficient, predictive, automation solution to manage various insurance policy management processes for its client, an independent insurance agency offering a comprehensive suite of insurance solutions. This automation solution reduced manual activities/effort across different agent teams, enabling them to focus on value added activities and superior service for their customers.

Client

The client is an independent insurance specialty group that has been servicing customers for the last 30 years, specializing in professional liability, disability, life insurance, office insurance, workers comp, and other coverages. With their extensive experience in managing insurance needs for dental professionals and practices as well, the client organization offers comprehensive insurance solutions across multiple states in the United States.

Business challenge

The Client manages more than 20000 policies for its customers, spread across 6 major insurance policy providers. To handle all of these requests, multiple agent teams look after various activities, including policy renewals, policy cancellations, policy notice of cancellations and policy amendments.

All or a majority of these activities, require extensive repetitive manual effort by agent teams, such as downloading policy documents from insurance provider websites, extracting policy details from scanned PDF policy documents, updating required details in the Applied Epic Insurance Management System, computing commissions, and setting up reminder tasks for other team members.

Additional manual effort included processing policy amendments and notifying customers with updated policy details. With variations in the processes across each insurance policy provider, the amount of manual effort involved was colossal. Changes in processing rules (like state specific policy document inclusions) required additional training.

Since most of the activities were repetitive and manual in nature, impacting productivity and operating costs, a slip in any of these activities meant heavy reparations. Human data entry error in Insurance management leads to data quality / reporting metrics inconsistency.

Key Information
Industry	Insurance Services
Region	USA
Automation Platform	UiPath (Orchestrator, Studio, Unattended Bots) / RPA
Process Scope	Back Office – Insurance Policy Management processes
Applications	Applied Epic, SharePoint, Various Insurance Websites, MS Excel, PDF, MS Outlook, Google Chrome
Bot Usage Frequency	Daily (7 Days / Week)
Transaction Volume	50 to 100 Policies / Day
Productivity Hours Saved	30 Minutes to 1 Hour per policy
Engagement Model	RPA as Managed Service – Analysis, Bot Development, Bot Deployment, Support & Bot Management
Engagement Duration	3 Months

Automation solution

The Client organization decided to engage Coventus, to assess the need for implementing a Robotic Process Automation solution (RPA), which could help in streamlined processing of various policy management activities and automation of extraction and or input of data across the client’s enterprise systems. Coventus worked with the client, to completely assess the system and the requirements, showcase RPA’s capabilities to address said challenges and implement Coventus’s RPA solution to automate multiple processes.

As predicted, the automation solution significantly reduced manual effort, and accelerated the pace of processing applications and documents, while minimizing data errors. Process stakeholders and agent teams were now able to enjoy the visibility of policy processing, and the different challenges or roadblocks from a bird’s eye view, enabling them to distinguish the section of the process that needed no human intervention, and otherwise.

Key Information
Industry	Insurance Services
Region	USA
Automation Platform	UiPath (Orchestrator, Studio, Unattended Bots) / RPA
Process Scope	Back Office – Insurance Policy Management processes
Applications	Applied Epic, SharePoint, Various Insurance Websites, MS Excel, PDF, MS Outlook, Google Chrome
Bot Usage Frequency	Daily (7 Days / Week)
Transaction Volume	50 to 100 Policies / Day
Productivity Hours Saved	30 Minutes to 1 Hour per policy
Engagement Model	RPA as Managed Service – Analysis, Bot Development, Bot Deployment, Support & Bot Management
Engagement Duration	3 Months

If you are interested in exploring our automation capabilities, schedule a demo with our experts to evaluate your organization’s automation opportunities.