Home How DKG Insurance Brokers Have Used RPA to Accelerate Innovation

How DKG Insurance Brokers Have Used RPA to Accelerate Innovation

by sol-admin
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Headquartered in North Sydney, DKG Insurance Brokers has specialized in providing unrivaled business insurance cover for corporate and industry as well as personal insurance for individuals. The company is also a part of Australasia’s* largest general insurance broker network, the Steadfast Group.

Motivation
DKG’s key automation goal was to free people from robotic tasks and “let brokers be brokers”. At that time, DKG’s brokers were often spending up to 80% of their time on tedious, repetitive tasks. Using automation to handle the low-value work has given these skilled professionals more time to gain a rich understanding of clients’ risk exposure and offer industry-leading insurance and risk solutions.

Vendor
RapidMATION is currently one of the most skilled UiPath partners in Australia, holding over a hundred UiPath Diplomas and UiPath Certifications (and counting).

Solution
At the outset, three “problem processes” that were heavily manual and sapped DKG’s resources were identified as the best opportunities for automation:

  1. Managing Debtors

While DKG had a powerful system in place to manage its accounting ledger, the debtor management process was not adequately digitized. After implementation, the RPA-powered solution started seamlessly working with existing systems to generate statements and invoices with accurate data and automate email communications to clients.

  1. Renewing Retail Motor Policies

Motor policy renewals did not generate substantial profit for the business yet required a huge time commitment from DKG’s brokers. An RPA software robot has been built to streamline and automate key process components, allowing brokers to focus on higher-value activities while still being able to source the best motor policy renewal solutions for clients.

  1. Managing Claims Emails

DKG receives several hundred emails into its claims inboxes daily, leading to a high volume of repetitive work. To save time, reduce time lags, and increase processing accuracy, an automation solution was developed to extract data from these emails and automate the correct course of action based on the email content. DKG now has an RPA robot that works effortlessly across Outlook, the CRM system, and Box to process emails accurately and on time.

Business Impact

  • Since deploying the RPA system, DKG has achieved considerable time savings and improved cash flow due to more timeous payments.
  • During the first five months, more than 9,000 emails were processed (and counting).

“We’re looking to redesign the customer journey here in its entirety. We’re also thinking about the staff who will be happier if they can do less back-office, heavily administrative work.”

Luke Kelly, Director, DKG Insurance Brokers


The Source

*Australasia is a region that comprises Australia, New Zealand, and some neighboring islands.