claims Archives - Robocloud

Automated Medical Reports Processing

Jan Cahill — Thu, 12 May 2022 16:32:54 +0000

Background

Winn Solicitors are one of the country’s leading claims management companies. As a national accidents claims specialist, the business helps clients claim compensation following a non-fault accident. This involves processing around 11,000 medical assessment reports per annum.

Key Drivers

The company were looking to automate the process for incoming digital medical reports to save time manually categorising, validating, cross referencing, capturing and indexing personal details on arrival into their RTA and personal injury claims email inbox.

Winn Solicitors also wanted a solution to automate compensation tariff calculations and valuations relevant to road traffic cases. This tariff is a requirement following changes to legislation relevant to road traffic cases, in May 2021.

Objectives of the automated medical reports processing project included:-

Save time on manual processing
Increase speed of processing to allow the business to scale up
Improve accuracy to allow calculation of the correct claim value
Calculate compensation tariff calculations and valuations automatically for road traffic cases
Categorise reports by type on arrival
Categorise all other digital documents arriving in the medicalreports@ inbox
Capture and index key data from reports
Provide workflow exceptions to correct person for faster processing
Integrate output into Proclaim Case Management Platform

The Solution and Benefits

Robocloud, part of Cleardata UK Ltd, offers legal document process automation services throughout the UK. The business is accredited for information and cyber security as well as quality management systems and business continuity, providing the highest standards of security for its clients.

Our team provided consultancy to assess the existing medical reports process and provide recommendations for touchless processing, automation, exceptions management and output integration into Proclaim.

Robocloud utilises Kofax Intelligent capture software as part of its toolbox, providing access to latest generation intelligent capture and validation software, which offered a perfect solution for Winn Solicitors medical reports requirement. This allows us to:-

Validate and cross reference personal medical report details, providing accurate levels of data validation, saving valuable time and reducing human error.
Categorise incoming medical reports by type on arrival. All other digital documents arriving into the medicalreports@ inbox are categorised. Rules were agreed as part of the build process.
Capture and index key data from reports
Pre– calculate compensation tariff valuations. This means file handlers don’t have to carry out calculations or valuations themselves and allows them to focus on more high value cases, where bespoke valuation is still required. It also provides more time to work on other aspects of cases, reducing case duration.
The process from receipt of the medical report to sending to the client now involves one touch rather than several touches on a file, all of which makes the case processing more cost effective.
Output data is seamlessly integrated into Proclaim case management system using our RPA digital workforce.

Exceptions management is delivered using Cleardata’s Cleardox Document Management System, allowing exceptions to be automatically routed for processing. The system delivers an efficient exceptions handling queue, as well as the ability to set up individual users or department groups. A full audit trail is available.

Data output integration is provided directly into Proclaim Case Management which uses our partner, Zeus Tech Solutions connector tool.

Feedback

“The specific benefits delivered to date have been significant, due to the reduction in time of processing medical reports and providing valuations to our clients. Winn Solicitors processes more than 900 medical reports per month, each of which, prior to the introduction of the capture and automation service, could take a file handler over 30 minutes per case.

With the capture solution able to extrapolate the relevant data from medical reports and provide valuations, we have halved the time spent on each medical report. This has meant the departments dealing with the cases have not had to grow, in terms of headcount, as the business has otherwise grown significantly, with an increase in volumes month by month. This has resulted in overhead cost savings.

We have been able to factor in the volumes of cases we are able to process with the same overheads, prior to our growth, due to the benefits derived from the Robocloud offering.

Despite the move to an automated process (and the reservation in certain areas) there has been no change in the quality of service provided to our client’s. We can provide the same quality in a faster period. We can confidently say that quality has not diminished, therefore client satisfaction has remained at the constant high level we expect.”

CIO Winn Solicitors

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Automated Claims Processing – RPA Case Study

Jan Cahill — Tue, 14 Jan 2020 11:23:02 +0000

Automation Claims Processing Case Study

Background

Impakt Claims is a UK Claims Management Company offering a one stop shop for claiming back mis-sold financial products, services and flight delays.

Impakt aims to provide its customers with a simple, fast and reliable service. Set up in March 2019 , the business wanted an automated process for their incoming pay day loans claims using the latest technology. As a start-up they were keen to keep their employee costs to a minimum.

Claims Management Process

Incoming PDL (pay day loan) claims arrive via Impakt’s website and are delivered directly into their Bright Office Case Management System.

The company were using one to two full time employees, Monday to Friday, to process the incoming claims, email a letter of authority and once the signed LOA’s were returned send them onto the relevant pay day loan company.

Automated RPA Solution

The Robocloud RPA (Robotic Process Automation) Service allows manual data processing tasks to be completed using a workforce of cloud-based digital software robots. The robot functions 24/7, 365 days a year.

Robocloud is part of Cleardata UK Ltd and has a team of consultants able to provide business process automation services. The company performed a discovery day with Impakt Claims to understand their existing data processing tasks.

Robocloud suggested automating their incoming claims process using their digital software robots.

A test project was set up using their data to test the automated process for their incoming pay day loans claims.

Impakt signed up for the RPA service and now rely on Robocloud’s software robots to automatically process their claims. The robots daily tasks include:-

Identify new incoming claims via the Bright Office Case Management System
Email a Letter of Authority to prospective customers who have made an enquiry via their website.
Letter of Authority is signed using an e-signature product.
Check the signature on the incoming letters of authority to ensure it matches the name of the person in the Case Management System.
Convert the case from a potential case to a live case.
Send the signed LOA to the relevant lender via a template in the Case Management System.
Change the pack status to complete and add the date completed in the case management system.

This then allows Impakt’s team to deal with the lender to process the claim.

Benefits

Reduced Heacount

Reduced headcount – The RPA automation has meant Impakt Claims have been able to hold off recruiting 1 – 2 additional staff.

Faster Claims Processing

Incoming claims are recognised and processed immediately, which leads to an increased customer conversion rate of enquiries to claim applications.

Increased Customer Satisfaction

Prospective clients instantly receive an email with a letter of authority for them to sign and return to get the claims process started straight away.

Data Validation

The robots check the digital signature on the letters of authority is validated against the original enquiry.

Staff Satisfaction

Staff have been freed up to work on value added claims handling activity. The repetitive nature of the processing tasks meant it was a tedious job to do. The team are now enjoying completing more interesting and enhanced skills based claims handling tasks, which will ultimately improve our staff retention.

Client Feedback

“Robocloud’s RPA Service has fully automated the processing of our incoming claims. This has saved our business the cost of recruiting an additional one to two full time employees, improved our claims processing speed and helped deliver an excellent customer experience.

The staff who were originally completing these manual tasks are now working on handling the claim itself. Their role is now more of a claims handler, with a focus on acknowledging claims, discussing the claim with clients and checking lenders responses. This has increased employee satisfaction by allowing our workforce to perform enhanced skills based tasks.

Robocloud’s team fully assessed our existing claims management processes during a discovery day and provided suggestions in how we could automate the required tasks.

Once we’d given the go ahead, the robot was built and up and running within 2 weeks of the project start. The robot works on unattended basis and any issues are reported via emails to the Robocloud IT team.

The RPA technology is fantastic and provides an efficient data processing service. The digital worker is now a key member of our team and is an integral part of our business process.

Robocloud’s IT team provide full support and are always available and on hand to assist if required. They are really supportive, patient and do a great job. This has helped make the project easy to implement from the outset.”

Impakt Claims

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