A surge in small business loss claims creates processing backlog
Claims First Notice of Loss: A large number of small business customers were raising claims and notifying losses due to the current COVID-19 pandemic. Operation capacity constraint overwhelmed back office operations.
5 bots have been leveraged to reduce overhead of claims adjudicators allowing back offices to focus on claims processing. Bots were developed and deployed in 40 hours to create a claim, generate and send the acknowledgement letter to the insured. Started handling 200-250 transactions per day right at the peak of lockdown. All COVID-19 First Notice of Loss related transactions were handled by the bot there by avoiding any delayed resolutions, which would have impacted customer satisfaction.