Improving insurance claims handling

Ultimus User Conference, May 9-11, 2007, Munich

Kimi Salokangas – Head of Baltic & Russia IT, If P&C Insurance

Mihails Galuska – Product Manager, Nexum Insurance Technologies

If company profile

Claims handling - the case for BPM

Objectives

Means and technologies

Results and future opportunities

Q&A

Agenda

Introduction video

Key facts

Nordic market leader

Founded in 1999

Sampo group

3.6 million customers

6,600 employees

Gross premiums written SEK

38 billion

Nordic and Baltic customers -

locally and with international

operations

Keep operational costs under control

Automate or outsource instead of hiring

Automate standard situations

Empower business professionals to solve

exceptions

Business defined strategy for IT

External IT solution provider for IFCore insurance system

On-line sales systems

BPM

Single focus on insurance

Ultimus partner

Nexum Insurance Technologies

The case for BPM - Insurance claims handling

Frequent

Human intensive

Time consuming

External participants – car dealers, car

services, state institutions

Claims - the essence of

insurance

Motor insurance claims

10% of CASCO claims registered externally

Claims handling time improvement – from 10

days to 2 days

Less manual work

Increased customer satisfaction

Improved communications and control

Targets, If Latvia

IF (experts, claim handlers, accountants, financiers)

Partners (car dealers, car services)

? ? ?

Process changes

Partner view - claims registration

Notifications to customer/partner/If

If employee view – core system

Document storage

Core business functions:

Nexum Insurance Management System

Process context:

Ultimus BPM

Alerts and notifications:

E-mail serviceCentralized document storage:

Microsoft Sharepoint

Architecture (SOA???)

15% of CASCO claims submitted by partners

Processing time 10: days -> 15 hours

Less manual work for IF employees

No need for customer to visit insurers’ office

Automated communications

Control and coordination of partner activities

More credibility in partnership

Results, If Latvia

Future opportunities

IF IF IF

Questions?

Thank you

Kimi Salokangas

kimi.salokangas@if.fi

Head of Baltic &Russia IT, If P&C Insurance

Mihails Galuska

mihails.galuska@nexum.lv

Product Manager, Nexum Insurance Technologies