Agria, the biggest pet insurer in the world, has turned to document
scanning to streamline the whole process of managing claims in
its UK operation. Last year 75,000 claims were received with £20
million paid out to British customers insuring their cats and dogs.
It has purchased a KODAK i4600 production scanner and KODAK Capture Pro
Software to digitise all paperwork received in its claims department so that its 20
assessors have all information available electronically at their work stations.
Simon Wheeler, Agria Pet Insurance’s UK managing director, explains, “We
have a SLA with customers to process their claims within five days of receipt.
Scanning claims forms and supporting paperwork is all about improving
administrative efficiency. It enables information to be centrally stored and
accessed by staff when claims are live, makes retrieval fast when access to
historical claims data is required, as well as enhancing our working environment
by removing paper clutter.”
Founded 130 years ago in Sweden, Agria Pet Insurance underwrote and
administered polices for around 150,000 animals in the UK last year. Its focus is
insuring cats and dogs selling to private individuals as well as through partners.
Service bureaux show Agria Pet Insurance the way forward
Agria Pet Insurance considered outsourcing the whole process of paperwork
scanning to a third party but this was rejected because of the volume of
paperwork and therefore cost.
Michael Rodrigues, Agria Pet Insurance’s infrastructure manager, says, “The
companies we looked at all use KODAK Scanners given they’re high performing so
we decided to buy the same.”
The KODAK i4600 Scanner has a capacity of 50,000 pages per day with
speeds of up to 120 pages per minute. A 500-page feeder stacks documents
properly in the exit tray after being digitised so that jams are avoided and
paper doesn’t get mixed up. The i4600 features Kodak’s Perfect Page Imaging
technology with auto orientation, auto crop and de-skew, and iThresholding which
has new features such as streak and hole punch removal.
Claims processing now made simple
When claim forms are sent out, a barcode is attached to identify a pet’s name,
owner and policy number. Rodrigues says, “When post is received back, the
Capture Pro Software reads the barcode and automatically creates a PDF which
then populates our in-house developed CRM system. We might have 100 pages
related to 70 claims so this function is invaluable to remove manual input and
enhance operator productivity.”
Staff use the CRM system which contains details about a policy’s excess,
how many pets an individual has insured, claims made, contact information,
correspondence with vets and so on.
Running between three and five hours everyday, the KODAK solution has
proved totally reliable. Rodrigues says, “We’ve never had to invoke our service
and support contract. It’s just been a simple case of changing the consumables
and cleaning. People often shout at IT when things don’t work. No one has ever
said anything which tells me we’ve installed the right equipment as IT just doesn’t
need to get involved.”
World’s biggest pet insurer streamlines UK claims processing using
a Kodak document imaging solution
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