Eika achieves more than 70% automation grade for their claims department.
Eika Forsikring is Norway’s sixth-largest insurance company offering a wide range of services to private customers, businesses, and agriculture. They are part of the Eika Group and have over 1,000 certified insurance advisors focused on availability, personal support, and counselling. Eika Forsikring is passionate about creating an exciting workplace for its employees and wants to assure good customer experiences for new and existing customers.
Eika Forsikring engaged Simplifai along with it’s partner Knowit to streamline their inbound inquiry handling process in claims settlement for its customer department. Simplifai’s Digital Employee was a right fit to achieve the goals.
The goals
Eika Forsikring wants to streamline their work processes in claims handling to improve employee satisfaction and customer experience. The solution should take care of repetitive, tedious, and time-consuming tasks.
Improve employee satisfaction
Free up time for better customer care
The challenge
Eika Forsikring handles 70,000 claims in their claims department. In relation to these claims, they receive and process around 300,000 emails and documents of all kinds, such as police certificates, valuation reports, invoices, receipts, medical certificates, communication across insurance companies, and more.
Today all inquiries must be manually read, interpreted, classified, and further processed in their systems as a part of the settlement process. They spend a lot of time and resources classifying inquiries, assessing cases, and communicating with customers.
Manual and time-consuming tasks
220,000
Customers
300,000
Emails and Documents
70,000
Claims
The AI solution
Eika Forsikring uses an AI-powered Digital Employee and the modules Emailbot and Documentbot to receive and handle customer inquiries and attachments.
The Solution was delivered as promised (and more) in a very short amount of time. The goal was to achieve a 70% automation grade, and it achieved way more.
The Digital Employee will classify emails and documents into relevant categories and extract information where relevant.
The solution is integrated to front-end systems and back-end applications to gain as much value as possible from the process automation.
The AI solution
Eika Forsikring uses an AI-powered Digital Employee and the modules Emailbot and Documentbot to receive and handle customer inquiries and attachments.
The Digital Employee will classify emails and documents into relevant categories and extract information where relevant.
The solution is integrated to front-end systems and back-end applications to gain as much value as possible from the process automation.
The key benefits
The AI-solution increases work efficiency in the claims department and reduces response time for customers significantly.
Staff can now spend more of their time with customers rather than processing data in their back-end systems.
Eika can fully control and expand the AI-solution in Simplifai Studio.
- Increased efficiency
- Reduced response time
- Customer satisfaction
Download the Eika Case Study
Download the Eika Case Study
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