Optimizing claims settlement process
PROJECT
DATA
Hungary
2024 – 2025
Hungarian subsidiary of an international insurance company
SERVICES
PROVIDED
METHODOLOGIES
USED
We have used various tools of the Lean methodology, such as DMAIC, SIPOC and PDCA throughout the project, and ensured that the principles of the methodology are correctly applied.
Scope and targets
In the existing workflow, each claim required manual processing, with repetitive tasks requiring time- and labor-intensive steps.
The complexity of claims processing was increased by the unstructured data coming from different sources, received through different channels, sometimes even duplicated, which were digitized to varying degrees.
In line with the parent organization’s expectations, the insurance company aimed to optimize and automate its processes to the highest possible level.
Our contribution to the optimization of the claims settlement process
During the assessment of the current situation, we identified opportunities to reduce the lead times required to complete the sub-processes, to automate the individual steps and to rationalize costs along the DMAIC methodology.
We outlined our IT, process and organizational development recommendations for the desired operating model.
In cooperation with the insurance company’s employees, we created and documented the “to-be” process using a SIPOC diagram and flowchart.
To achieve sustainability, we have initiated a continuous follow-up of the development proposals (PDCA cycles), thus facilitating the early automation of the process steps and then the end-to-end automation of the entire claims process.
Organization and roles
We involved claims and administrative managers and colleagues according to the project schedule, and consulted with finance, IT, legal and compliance, and product management to produce the deliverables.
Throughout the project implementation, MINDSPIRE Consulting ensured the engagement of consultants with high level insurance business expertise, lean and project management competencies, IT systems engineering and architecture building experience to achieve the strategic objectives and develop the development proposals.
Our main tasks
- Document management and archiving
- Claims settlement
- Risk assessment
- Finance, legal and compliance
- IT and Data innovation
- Sales support
MINDSPIRE profiles involved in the project
- Delivery lead
- Project manager
- Solution architect
- Business analyst in the finance domain
- Business analyst in the insurance domain
