More than 80 hours per week reduced in manual handling
Nh1816 is a Dutch insurance company with a history of over 200 years. Today it is a well-known name in the insurance sector in The Netherlands with more than 160 employees and over 800 local advisors (“local heroes”) throughout the country. The company is an industry leader focused on personalized insurance services and has more than 500,000 customers and 2,000,000 insurance contracts at present.
NH1816 opted for Simplifai AI solutions to gain a competitive advantage with the ability to scale quickly to absorb sudden volume upsurge and reduce the stress of short notice upstaffing with an overall project goal to reduce manual processing of repetitive tasks.
The goals
The overall project goal is to reduce repetitive tasks of allocating a vast volume of incoming emails and documents pertaining to existing claim cases. This way employees can focus on more complex engagements and growth plans. The Digital Employee is expected to classify and extract information from emails and attachments and execute actions that are done manually at present.
Scale work capacity by 10% every year and absorb sudden volume upsurge
Improved speed and availability to strengthen customer satisfaction and competitiveness
The challenge
Nh1816 is continuously growing at an approximate growth rate of
10% every year. The continuous growth has increased the workload on the current employees in the claims handling department with a monthly volume of 20,000 – 30,000 inbound emails and attachments.
The company looks forward to automating tasks such as email handling, validation of incoming PDFs and scanned receipts, and extracting information from these. The real challenge for Nh1816 is to continue growing without having to expand its bandwidth every year or increase the burden on the existing employees.
Manual and time-consuming tasks
2,000,000+
Insurance contracts
800+
Local advisors
500,000+
Customers
The AI solution
Digital Employee “KIRby” is trained to recognize, understand, and extract information from emails and documents that the claims team receives in high volumes. She is able to identify and understand 4 email categories, 17 document types, and 11 key data points.
“KIRby” focuses on ongoing claims cases, where the claims ID number is the key. The ID number helps the team to allocate any new incoming emails (with supplementary information) to the folder for that specific claim case.
The AI solution
Digital Employee “KIRby” is trained to recognize, understand, and extract information from emails and documents that the claims team receives in high volumes. She is able to identify and understand 4 email categories, 17 document types, and 11 key data points.
“KIRby” focuses on ongoing claims cases, where the claims ID number is the key. The ID number helps the team to allocate any new incoming emails (with supplementary information) to the folder for that specific claim case.
The key benefits
One of the main business benefits derived by NH1816 is of streamlining the claims handling process during sudden volume upsurge, which especially helps during times of “calamities”
KIRby increases work capacity without the need to recruit or train new employees and boosts the productivity of existing employees.
The solution helps reduce operational costs as well as increase customer satisfaction with quicker turnaround times.
- Increased efficiency
- Reduced response time
- Customer satisfaction
Download the NH1816 Use Case
Download the NH1816 Use Case
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