Driving Efficiency: Restoring Claims Workflow with Robotic Process Automation
The client experienced a disruption in its claims workflow due to changes in a government portal’s interfacing requirements. Its case management system could no longer connect via API, forcing manual data entry into the portal. This led to slower claim resolution, increased data errors, and delays in financial settlements. To address this, the client engaged TXP to explore robotic process automation (RPA) as a way to restore speed and accuracy.
The Client
A UK-based service provider in the vehicle replacement sector, supporting tens of thousands of customers annually through the accident claims process. The client specialises in helping individuals stay mobile while navigating post-accident procedures.
The Challenge
- Loss of automated connectivity with a government claims portal.
- Manual data entry slowed down processing and increased error rates.
- Delays in financial settlements due to inefficiencies.
- A need for a fast, reliable proof-of-concept to validate automation potential.
The Solution
TXP delivered a three-week proof-of-concept using an attended RPA model. A Senior Business Analyst worked with the client’s subject-matter experts to map out the full data entry process, documenting both standard and alternate user paths. This ensured automation would deliver measurable time savings.
An Azure RPA specialist then developed a working prototype, allowing users to initiate the bot and monitor for exceptions. TXP completed knowledge transfer with a live demonstration and full documentation, enabling the client to manage and evolve the solution internally.
The Benefits
- Drastic time savings, reducing a 30-minute manual task to just 90 seconds per claim.
- Significant productivity gains, enabling faster claim settlements.
- Improved data accuracy, with a sharp reduction in input errors.
- Freed-up internal resources, allowing teams to focus on complex cases and higher-value work.
- Rapid deployment, with the PoC quickly transitioned into live operations due to its immediate impact.