Fast money by dispensing with paper

It was cases like these, among others, that prompted those responsible for claims management to think about a modern electronic archiving solution. As the colleagues in contract management had already been working with a ‘digital file’ for some time and had only had positive experiences, this model was to serve as a blueprint for the future of claims workflows. Of course, the aim was to utilise innovations that had emerged in this sector since the system was introduced as consistently as possible.

The decision was made in favour of the inbox/file application from macros reply. The project convened to implement the application focussed primarily on the service concept for all those involved in the process, from the customer to the agent to the clerk, and consequently on a significant streamlining of the processes from incoming mail to the presentation of documents in the front end of the system.

However, the first step was to convince stakeholders and future users. In a legal environment that is generally considered to be very ‘paper-savvy’, this approach presented the project team with major challenges. In some cases, there were considerable concerns about file storage in the case of extensive claims, e.g. with several claimants. The provision of handwritten notes or bookmarks was also a basic requirement of the claims handlers. All in all, a respectable work package for the project group with some potential stumbling blocks. In order to obtain neutral technical expertise and support in formulating the technical details as part of a specification sheet, we opted for support from the Fraunhofer Institute using the ‘Requirement Engineering’ (RE) method. In addition to traditional project management methods, elements of change management were also incorporated into the operator's toolbox. Since a project with and for people cannot be successful without taking the human factor into account, we were faced with the task of accompanying all users on the path to digital processing. This was also against the background that, despite our conviction of the urgency of optimisation, the basic human resistance to innovation and change can never be completely eliminated.

Thanks to careful planning, a high degree of efficiency and above-average commitment on the part of all those involved, the desired solution went into operation at the planned time. The electronic mailbox/file archive provides users with a powerful tool which, in addition to pure archiving, also offers features such as the option of organising processes, adding annotations and notes and convenient appointment management. The system is rounded off by extensive work-flow functions, such as the digital release option for processes requiring submission or the e-mail dispatch of documents from the archive. But the success story does not end there: Thanks to its proven reliability and user-friendliness, the system offers the ideal basis for further expansion of WWK's digital communication processes. It is only a matter of time before service providers such as repair companies or appraisers are connected via an interface for data exchange. In the near future, for example, it is conceivable that the repair cost invoice will be sent to WWK immediately after leaving the workshop and that payment will have already been authorised before the injured party arrives home.

Even the originally sceptical ‘paper aficionados’ are now completely convinced by digital archiving. Not only can written deadlines - as in our initial example - be met without a lengthy ‘find the file’ competition, but sales staff and customers also benefit from much more dynamic claims processing. After all, the principle of ‘fast money is better money’ also applies here. In addition to the omnipresent sustainability aspect of resource-saving administration, this motto is one of the main drivers of customer service in the insurance industry.