Leading insurer leverages Kofax solution to streamline processing of up to 100,000 insurance documents per month.
Allianz-Slovenská poistovna (ASP) was established as in 2003 and has grown to become Slovakia’s leading insurer. ASP employs 5,500 agents across 200 nationwide locations, providing insurance for a range of needs, from personal life insurance and accident cover, to insurance policies for businesses and industry organisations.
In order to maintain its position as one of the leading insurers in Slovakia, ASP needed to ensure that all incoming documents were logged and processed as quickly as possible. Each month, ASP receives more than 100,000 documents, including 50,000 claims and 60,000 emails and faxes. All documents must be processed as quickly as possible to avoid backlogs and to ensure customer queries are dealt with promptly.
ASP’s previous system involved mail being sent from individual branches to a regional center for processing. From there, documents were then distributed internally before reaching the relevant employee. This process could take up to four days before the correct employee even saw the document and action could be taken. ASP quickly realised that it needed to improve and automate this process if it wanted to remain successful in a competitive market.
Overall, ASP sought a distributed capture solution that would guarantee a faster and better quality of service for its customers. The solution would need to provide rapid access to documents, regardless of their format or point of entry into the company. For ASP, it was also critical to improve document control, thereby minimising the risk of loss or damage to documents, and to clearly identify the archiving location of each document.
Viktor Cingel, ASP’s CIO, commented: Our main challenge was to improve business processes to free insurance agents from time-consuming administrative tasks, giving them more time for customer care. We also needed to reduce the time it took for documents to get from their point of entry to the relevant employee.
For a large company such as ASP, the solution had to be easy-to-use and quick to implement, ensuring normal day-to-day activities could continue and staff could be trained quickly. ASP approached DITEC, a specialist systems integrator and local Kofax reseller, to discuss the goals for its project.
DITEC designed a new distributed capture solution based on Kofax Intelligent Capture and Exchange, the foundation for Kofax’s strategy to help organisations streamline business processes. DITEC developed a custom solution for ASP that included key elements of Kofax Intelligent Capture and Exchange, including:
The solution was then implemented at 36 of ASP’s nationwide locations, together with 100 additional workstations for information extraction, validation and indexing. Through the distributed capture solution, all relevant data is captured and sent via the Internet using the central Kofax Capture Internet Server.
For ASP, the Kofax distributed capture solution yielded immediate results and played a critical role in simplifying document capture at a company-wide level. Most importantly, the new solution has reduced processing time from up to four days to just five minutes.
In addition, ASP now has an easily accessible central record of all documents and data. Through the automation of paper-based processes, ASP has been able to reduce its reliance on back office functions, thereby empowering employees at remote locations to capture information in the front office – at the documents’ point of entry into the organisation – and increase productivity.
Looking ahead, ASP plans to integrate additional groups of documents into the new system in various stages. ASP expects that the automatic sorting, recognition and extraction of data will improve the level of automation in the future and improve scanning efficiency.