Camunda > Case Studies > Greater operational efficiency and improved endcustomer experience for insurers

Greater operational efficiency and improved endcustomer experience for insurers

Company Size

1,000+

Region

Europe

Country

Germany

Product

Camunda
Camunda Optimize
Camunda Cockpit

Tech Stack

BPMN 2.0

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Business Operation

Use Cases

Predictive Quality Analytics
Process Control & Optimization

Services

System Integration

About The Customer

SV Informatik GmbH is an innovative systems supplier that provides tailor-made IT solutions to make property and life insurers fit for the future. The company employs 450 people across 5 locations and is a wholly owned subsidiary of SV SparkassenVersicherung, one of the largest public insurers in Germany with 5000 employees. This means SV Informatik has a deep understanding of the insurance industry – from product development and IT operations to sales and partners.

The Challenge

SV Informatik, a provider of custom IT solutions for insurance companies, was in search of a new modeling tool for business processes. They needed a solution that would allow for process documentation, partial automation, and closer cooperation between the specialist area and IT. The company also faced challenges in handling mass loss events, such as storms, which could result in thousands of damage reports within a few days. These reports had to be manually transferred to the relevant insurance system, a process that was time-consuming and inefficient.

The Solution

SV Informatik introduced Camunda, a BPMN 2.0 based engine, to automate numerous processes across divisions. The implementation of Camunda resulted in significant time savings and improved customer experience. The company created a new team, SQUAD, which consisted of subject matter experts, IT specialists, and process designers who automate processes from start to finish in a workshop format. This method facilitated short development cycles and rapid value creation. The first processes to be automated successfully were the partially automated support for cancellation of motor vehicle insurance policies and several self-services such as changing an address and requesting a copy of policy and invoice documents. The company also automated the process of online reporting of storm damage, which resulted in 80% of the claims created via the website being forwarded for further processing without the intervention of a claim’s handler.

Operational Impact

The automation of manual tasks has shortened response times, leading to faster processing times and subsequently an improved customer experience.
The introduction of Camunda facilitated short development cycles and rapid value creation.
The automation of the process of online reporting of storm damage resulted in greater transparency throughout the process.

Quantitative Benefit

12% of claims were automatically entered into the system via the website during catastrophic floods and storms in the summer of 2021.
80% of the claims created via the website could be forwarded for further processing without the intervention of a claim’s handler.
75% of the orders no longer needed to be checked by the administrator after the optimization of the process of creating orders for administrators’ to-do lists.