ASSUREURS CRÉATEURS DE CONFIANCE
Motor, home, agricultural, services, business, professionnals and local authorities
Individual health, individual protection, life insurance – individual savings/pensions, group insurance
Asset management, property management, employee savings, banking
Legal protection, credit insurance, assistance, remote surveillance of property and persons
Groupama Asigurari (Roumanie)
Casco margin shrunk in 2019 due to the combined effect of a sharp inflation on the average cost of claims (both on spare-parts and manpower) and of the increase of provision on recoveries from MTPL.
– What the project proposes?
Restoring quickly the profitability in Casco and containing the inflation of unit costs of material claims in MTPL, while maintaining a right perception of quality at a correct price for end customers and improving employees’ engagement.
– How it works?
Complex transformation program launched starting end 2019,with an holistic approach including 9 project streams: Reduction of unit cost of claims, Reduction of claims handling cost, Prevention of fraud, Leakage prevention, Governance with 1.000 partner garages, Process redesign through innovative RPA & Machine Learning as well the introduction of a new claims management tool (Audatex), Performance and Change Management, People Engagement
– What is its added value?
All the developments delivered by the program proved to be of real support for the team and for the customers, by decreasing the non-value adding activities and embedding innovative artificial intelligence and machine learning technology. Some examples of program deliverables:
o Yoda- an AI application that detects at claim notification customers with specific patterns and redirects them to either our claims inspection center or to a contracted partner garage with a special customer retention script.
o Poirot: machine learning technology mainly focused on data analysis and pattern recognition to spot fraudulent behaviors.
o RPA development for payment automation
o Implementation of Audatex, a new claims evaluation platform, thus managing to reduce the operational time in the claims settlement process and focus more on capitalizing the team expertise.
o Dynamic Scoring for 1.000 Partner Garages allowing ranking of garages based on multiple criteria (e.g. average cost of claims) and proper focus in managing them.
o Performance Management using Visual boards with KPIs for activity and results, at individual and team level, with a weekly frequency
o Action Plan for people engagement and customer satisfaction, including thorough people assessment and introduction of a quarterly performance bonus.
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