icare makes filing insurance claims as easy as one, two, click
Company Size
1,000+
Country
- Australia
Product
- Anypoint Platform
- Salesforce
- Guidewire
- SAP S/4HANA
- Okta
Tech Stack
- APIs
- Machine Learning
- Cloud Computing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Functions
- Business Operation
Use Cases
- Fraud Detection
- Regulatory Compliance Monitoring
Services
- Data Science Services
- System Integration
About The Customer
icare is an Australian workers' compensation insurance company that protects 3.6 million people across 326,000 businesses and 193 government agencies. The company is committed to delivering best-in-class, timely services to its customers. For icare, delivering best-in-class services for customers is a social responsibility and key to ensuring a healthy, financially stable life for customers and their families. The company aims to enable customers to focus on their health and return to work by providing a seamless and efficient claims processing system.
The Challenge
Australian workers' compensation insurance company, icare, protects 3.6 million people across 326,000 businesses and 193 government agencies. The company needed to improve its customer experience by delivering a digital, machine learning-driven system that makes submitting and processing claims quick and easy. However, icare's customer data were siloed in SaaS and legacy systems, creating a disjointed, slow process in which customers had to fill out paperwork and visit multiple websites to submit claims, choose a policy, and more.
The Solution
To build the claims insurance system, the icare team decoupled and modernized legacy systems using APIs. They also built 200 integrations that connected 36+ legacy and SaaS systems, including Salesforce, Guidewire, SAP S/4HANA, Okta, Onbase, Exstream, and SQL servers. Today, using APIs and integrations, icare can surface data from multiple systems through a single claims insurance interface. In addition, by decoupling systems using APIs, icare was able to migrate entirely to the cloud, instead of relying on legacy systems. With Anypoint Platform, icare not only moved towards a cloud, agile, and highly available architecture, but also minimized spend by eliminating legacy system maintenance costs.
Operational Impact
Quantitative Benefit
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