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HCL: Applying RPA to Reduce Customer Touch Points in Closed Book Life Insurance

This is the third in a series of blogs looking at how business process outsourcing vendors are applying RPA in the insurance sector.

HCL provides closed book life insurance outsourcing services, and is currently engaged in RPA initiatives with three insurance clients.

In order to capture customer data in a smarter, more concise way, HCL is using ‘enhancers’ at the front end, providing users with intuitive screens based on the selected administrative task. These input forms aim to request only the minimum, necessary data required with RPA now being used to transfer the data to the insurance system, ALPS, via a set of business rules.

For example, one RPA implementation undertaken can recognize the product type, policy ownership, values, and payment methods, and it can prepare and produce correspondence for the customer. If all rules are met, it is then able to move onto payment on the due date. This has been done with a view to reducing the number of touchpoints and engaging with the customer only when required. Indeed, HCL is working with its clients to devise a more exhaustive set of risk-based rules to further reduce the extent to which information needs to be gathered from customers.

Seeking a 25% cost take-out in high volume activities

On average, 11k customer enquiries are received by one HCL insurance contact center every month, and these were traditionally handed off to the back office to be resolved. However, HCL is now using RPA and business rules to enable more efficient handling of enquires/claims with limited user input, with the aim of creating capacity for an additional 4.4k customer queries per month to be handled within the contact center.

Overall, within its insurance operations, HCL is applying RPA-based business rules to ~10 core process areas that together amount to around 60% of typical day-to-day activity. These process areas include:

  • Payments out, including maturities, surrenders, and transfers

  • Client information, including change of address or, account information

  • Illustrations.

These processes are typically carried out by an offshore team and the aspiration is to reduce the effort taken to complete each of them by ~25%. In addition, HCL expects that capturing customer data in this new way will shorten the end-to-end journey by between 5% and 10%.

One lesson learned has been the need for robust and compatible infrastructure, both internally (ensuring that all systems and platforms are operating on the same network), and with respect to client infrastructure; e.g. ensuring that HCL is using the same version of Microsoft or Internet Explorer as the client environment.

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