As the claims world continues to innovate and grow alongside new technologies, robotic process automation (RPA) is being embraced by companies around the globe. By using RPA to enable rapid process automation, companies can improve efficiency and quality with a smaller investment than large-scale technology implementations require.
RPA uses rules-based software robots, or “bots," to mimic human-machine interactions, or the way people interact with applications. It handles repetitive tasks and standardized workflow processes by using pre-defined rules and if-then statements. What makes RPA unique is that, unlike traditional software applications that can be limited to working inside their own environment, RPA mimics human behavior that may normally take place on a computer desktop across multiple applications.
RPA improves speed, scale, and total time required to handle tasks that would otherwise have to be performed manually by humans. At the same time, it reduces the risk of human error, thereby improving data accuracy, quality, and integrity.
How is RPA used in managing claims?
One of the key uses of RPA is aggregating data from disparate sources for decision support and transferring that information across systems based on conditional rules. From claim intake to internal user interface (UI) to UI transcriptions, there are a number of ways to use RPA in the claims and insurance industries.
Because there are many claims systems used across the industry, companies who wish to partner together — or even those who use multiple systems across their own organizations — may require custom integrations, which can be time-intensive and costly. In such situations, RPA offers a shortcut. RPA works alongside existing technologies to accelerate ramp up time and reduce the time claims professionals spend keying information into multiple applications, screens, and interfaces.
Why use RPA in claims?
For Crawford, using RPA helps fortify our dedication to delivering quality service. By reducing the time spent on administrative tasks, we can focus even more of our resources towards our mission of restoring and enhancing lives, businesses and communities. When our adjusters spend less time performing administrative and repetitive tasks, they are given more time to focus on higher value activities which will drive better claims outcomes and improve the customer's experience.
"By the end of the year, we will have over 800 people across the organization using RPA in their daily routines."