SUCCESS STORY

Amerisure Insurance - Using RPA to Achieve 3X ROI

Amerisure partners with CAI's RPA team to improve efficiency and better utilize employee resources.

Using RPA to Achieve 3 Days of Work in 1 Day

Robotic process automation - a perfect solution for time-consuming challenges. Amerisure's claims and digital innovation teams partnered with CAI to implement a proof of concept (PoC) using Robotic Process Automation (RPA). The result, achieved in a very short time, improved efficiency for a manual, time-consuming claim process.

Challenge

Some of Amerisure's Workers' Compensation claims are handled by a third-party claims administrator. These claims have log notes attached to them, which Amerisure employees and customers need to view in order to see everything happening on a claim. There is no integration between the systems used by the claims administrator and Amerisure, so notes must be imported manually - a time-consuming process.

  • Three team members from Amerisure claims were needed to open each claim and review its notes before copying and pasting them from one portal to the other. This task could take upwards of an hour for just one claim.
  • With approximately 500 claims open on any given day, it was not possible to complete this process daily. This created further delays, causing frustration when Amerisure's agencies and policyholders were unable to check the status of a claim.

Solution

A bot which goes into the claim administrator's portal for every open Amerisure claim, to copy and paste any new log notes into Amerisure's claims portal. The bot performs this process on all 500 claims every day.

Results

Since implemented, the bot has been able to condense a whopping 26.5 hours of human work into a single work day! Data transfer/entry has become more efficient, in turn improving the timeliness of data flow into Amerisure's customer portal, as well as the integrity of the data from the claim administrator's portal to Amerisure.

26.5 hours The bot has been able to condense 26.5 hours of human work into one day.
1 FTE The bot removed 1 full time job, freeing up a resource for value-added activities.
3 X ROI The bot exceeded expectations by saving 8 "human hours" by 3 times.
1 of 27 CAI discovered 27 process automation candidates, but narrowed to 1 with best ROI

What our clients said...

Jennifer Langan - Amerisure's Asst. Vice President of Worker's Compensation Claims

"From our estimation, this task constitutes a full-time job. With the bot in place, no one has to do this work now. It's exciting to have employees who were working on this function freed up for more value-added activities where their expertise is needed. This experiment has surpassed our expectations...our actual return on investment is more than three times what we expected. This is success that's hard to beat and it improves upon our serve promise as well."

Steve Swanson - Amerisure's Director of Digital

"Working with CAI, we were easily able to determine RPA was desirable, but we weren't sure where it would be most effective. After conducting a discovery process with our claims team, CAI found 27 automation candidates but the clearest single return on investment was with these third-party claims, due to the fact that they used a very defined system that wouldn't require any changes to the process to implement RPA."

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