Questions for DXC Technology
DXC Digital Claims and Customer Experience
What Does It Do?
DXC Digital Claims provides unique capabilities in self-service, intelligent systems, smart mobile devices, live-streaming video, data analytics and fraud detection that improve agility, lower costs, and reduce risks.
What makes your company or product great?
DXC Digital Claims provides comprehensive next generation strategies for insurers, third-party administrators, and self-insured organizations that can dramatically improve agility, speed up claims processes, lower overall claim costs, and help to reduce fraud while improving customer satisfaction levels and retention rates. This solution combines DXC capabilities with those from our product partners, IBM Watson, 360Globalnet and Scope Technologies, to provide unique capabilities in self-service, intelligent systems, natural language processing, classification, automation, smart mobile devices, live-streaming video, data analytics and fraud detection. This highly flexible digital technology works alongside existing IT systems and infrastructure and is capable of enhancing straight through processing. Delivered on a pure software as a service basis with usage based pricing models, DXC's Digital Claims provides a fast and affordable route to a truly digital claims process.
Who is your target market?
Property and casualty insurers and self-insured organizations handling their own claims
What's the typical ROI for an implementation of your product?
Significant cost reductions can be achieved through efficiency improvements, faster time to settlement, tighter control over suppliers, and a reduction in fraudulent and exaggerated claims. Increased customer satisfaction levels are also a benefit leading to better retention rates and more upsell opportunities.
What is your best success story?
DXC Technology perform claims services, using robotic process automation (RPA), for various clients in the U.S. and London insurance markets. The following example from the London market demonstrates ways to improve efficiencies and lower costs by automating several key processes in the business.
In this situation, DXC focused on well-defined, high-volume processes, seeking to gain significant efficiencies while affirming the principle that the initiative was not about replacing people with technology, but about continuous improvement. Not only is technology better at certain tasks, but these are tasks that people find unrewarding. Human capabilities, meanwhile, can be more effectively deployed elsewhere. In other words, RPA relieves people of the burden of administrative drudgery and frees them to do higher-value tasks — as in the case of expert systems, or workbenches for professionals such as underwriters.
DXC worked with an RPA software leader to identify and automate 17 core processes. One process identified for automation was the creation of London Premium Advice Notes (LPANs), documents that brokers use to submit premiums that was previously described as a high-volume process that operators strongly dislike.
The process begins with the broker's sending an unstructured data file, which must be opened and validated. Claims Services staff must then add relevant data from a separate system. That enables the creation of the LPAN, to which the associate must attach supporting documentation and then upload the LPAN to a document repository.
The RPA initiative placed a robot at the point after which the broker submits the premium file. The file now gets handed over to a robot that has a distinct identity in the team as a task-performer. The robot has been "trained" to carry out various tasks that need to be performed. It reads the file and evaluates whether to complete it or treat it as an exception. Staff checks any exceptions, while the robot continues to create validated LPANs.
Staff worked with the robot to perfect its use, and within nine months, it had attained a 93 percent first-time completion rate. The LPAN creation process was reduced from several days to about 30 minutes, without error. The robot also scales up and down easily to accommodate changing workloads, without any human resource issues.
The existing virtual workforce of 30 robots supports about 200,000 transactions per month and enabled the redeployment of full-time employees (FTEs) to higher-value work, in many cases working directly with clients. The initial return on investment was 200 percent. Today, the robots are maintained by two FTEs, who act as performance managers of the virtual workforce.
Learn more about RPA in our RPA and cognitive computing on the verge of fulfilling promise in insurance industry perspective.