RSA Insurance Group Limited (trading as RSA) is a British multinational general insurance company headquartered in London, England. RSA has major operations in the United Kingdom, Ireland, Scandinavia & Canada. For established companies such as RSA, intelligent automation has an overriding purpose: to save time within the enterprise. David Germain, CIO at RSA is responsible for transforming the way IT operates internally, which both reshapes the customer experience and optimizes business performance. Here are his insights into the features of intelligent automation at RSA:
“Automation forms a core element of our strategy and key programs, particularly around repeatable processes. Things such as streamlining and simplifying the customer journey and enabling greater self-service – something which is increasingly demanded in the back office to enhance our testing, maintenance, and security capabilities. It also helps reduce processing time in order to minimize risk and disruption to our customers.”
Germain says these benefits are measurable and he has the figures to prove it. Within claims, RSA has automated scripts across its Commercial and Personal Lines, which has driven down manual processing by more than 45%. Automation has also improved the quality of the team’s output by proactively identifying and resolving issues within the scripts, and automatically notifying user groups.
“One of our automations compares the many documents generated as part of the claims process and highlights variations. What was once a manual process and took days to complete now takes a matter of minutes, which means a much quicker response time for our customers. Another automated process triages calls to ensure our customers reach the correct handling team as quickly as possible, which has reduced cycle time by more than 20%.”
Germain believes the core benefits of Intelligent Automation for RSA are the following:
- Implementing an intelligent workforce planning tool to mine processes across the insurance lifecycle and identify low-value, repetitive tasks.
- Delivering a solution to ingest and process invoices in the unstructured form to improve claim decisions.
- Enabling data scientists to accelerate a model-building and deployment process by adopting MLOps and automation through the analytics value chain.
- Defining virtual assistants to automate key customer interaction points and back-office services.
- Assessing low-code or no-code capabilities to automate key underwriting processes.
Yet the benefits of Intelligent Automation go far beyond cost savings and process efficiency, he explains. “It will enable our business to make better decisions, improve risk selection, improve productivity, and facilitate product and service innovation.”
