1) If P&C Insurance implemented a BPM system to improve the handling of motor insurance claims, which are frequent, time-consuming, and involve external participants. 2) The goals were to register 10% of claims externally, reduce claims handling time from 10 days to 2 days, and increase customer satisfaction. 3) The BPM system automated notifications, allowed external partners to submit claims, and coordinated activities between If and partners. It reduced processing time to 15 hours on average and required less manual work.

1. Improving insurance claims handling
Ultimus User Conference, May 9-11, 2007, Munich
Kimi Salokangas – Head of Baltic & Russia IT, If P&C Insurance
Mihails Galuska – Product Manager, Nexum Insurance Technologies

2. Agenda
If company profile
Claims handling - the case for BPM
Objectives
Means and technologies
Results and future opportunities
Q&A

3. Introduction video

4. Key facts
Nordic market leader
Founded in 1999
Sampo group
3.6 million customers
6,600 employees
Gross premiums written SEK
38 billion
Nordic and Baltic customers -
locally and with international
operations

5. Business defined strategy for IT
Keep operational costs under control
Automate or outsource instead of hiring
Automate standard situations
Empower business professionals to solve
exceptions

6. Nexum Insurance Technologies
External IT solution provider for IF
Core insurance system
On-line sales systems
BPM
Single focus on insurance
Ultimus partner

7. The case for BPM - Insurance claims handling
Claims - the essence of
insurance
Motor insurance claims
Frequent
Human intensive
Time consuming
External participants – car dealers, car
services, state institutions

8. Targets, If Latvia
10% of CASCO claims registered externally
Claims handling time improvement – from 10
days to 2 days
Less manual work
Increased customer satisfaction
Improved communications and control

10. Process changes
? ? ?
IF (experts, claim handlers, accountants, financiers)
Partners (car dealers, car services)

11. Partner view - claims registration

12. Notifications to customer/partner/If

13. If employee view – core system

14. Document storage

15. Architecture (SOA???)
Core business functions: Process context:
Nexum Insurance Management System Ultimus BPM
Alerts and notifications: Centralized document storage:
E-mail service Microsoft Sharepoint

16. Results, If Latvia
15% of CASCO claims submitted by partners
Processing time 10: days -> 15 hours
Less manual work for IF employees
No need for customer to visit insurers’ office
Automated communications
Control and coordination of partner activities
More credibility in partnership

17. Future opportunities
IF IF IF

18. Thank you
Questions?
Kimi Salokangas
kimi.salokangas@if.fi
Head of Baltic &Russia IT, If P&C Insurance
Mihails Galuska
mihails.galuska@nexum.lv
Product Manager, Nexum Insurance Technologies