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.

Automation of Incoming Legal Documents – RPA Case Study

Background

Winn Solicitors is a leading UK claims management company, offering a no win, no fee accident claim service.  Based in Newcastle Upon Tyne, Winn pride itself on offering a complete service including access to vehicle repair, hire and medical services.

In delivering this legal claims service, Winn receives a high volume of court documents on a daily basis.  These include documents such as Notice of Issue, Judgement for Claimant, Notice of Hearing and Notice of Transfer of Proceedings.   Each document type has variable court deadlines for response/return.

The original manual process involved the court documents being scanned and assigned to the case handler’s task list within their case management system as a “generic” Court document. This relied upon the handlers opening each legal document, to identify the type of Court document manually entering the relevant information, uploading and storing the documents ready for processing.  Each document took around 3 minutes to process. If it wasn’t actioned in a timely manner, this could not only be detrimental to the client’s case but could also result in missed deadlines.

Key Drivers

Winn Solicitors were primarily looking to reduce manual processing for their fee earning case handlers and solicitors, which ultimately would reduce the case duration and provide a quicker outcome for their clients.  In turn, this would increase client satisfaction and speed up incoming revenue.

The Solution

Cleardata offers Robocloud RPA (Robotic Process Automation) As A Service. This enables manual tasks to be completed using a digital workforce of cloud-based software robots.  The robots work 24/7, 365 days a year.

Following a consultancy day to fully understand the process, Cleardata’s team mapped out the proposed automated RPA solution.  This involved intelligently classifying and automating the incoming court documentation on arrival. The new process includes:-

• Physical incoming court documents are scanned by Winn and stored to a shared server.
• Documents are OCR’d to enable text to be searched and recognised.
• Court documents are identified and sorted by type.
• Information is automatically extracted based on the court document type. Winn has defined rules for each document type to decide what data needs extracting.
• Semi intelligent processing is completed. For example text such as “Reply within 14 days of this communication” is recognised, interpreted and turned into a data point.
• The client ID and corresponding case is identified.
• The robot navigates to the correct client/case In ProClaim and drags and drops the files from the shared server onto the ProClaim interface.
• This triggers actions, tasks and workflow within ProClaim for the case handlers to access and process the file.

RPA Benefits

Save Time

Fee earning staff are spending 3 minutes less on each case, saving a total 62 hours per week across the board. This allows them to spend less time on manual data entry, processing and validation of documentation and more productive time on claims handling.

Increase Accuracy

Data is automatically recognised and validated which improves data quality and reduces human error.

Increase Customer Satisfaction

The claims case duration is processed faster, providing a faster outcome and increasing customer satisfaction.

Faster Processing

The automatic recognition of key dates from court documentation and conversion into data helps to speed up claims processing. The Claims handlers receive automated tasks and actions to deal with the incoming documents.  This helps to avoid missing court deadlines which can be detrimental to the case.