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保险业务通常流程复杂，需要消耗大量人力与时间，客户满意度还低。随着数字技术的快速发展，保险业中43%的业务都可以通过RPA实现自动化。 日本某保险公司在部署RPA后，使85%的业务实现了自动化，不仅缓解了业务高峰期的人员不足，还大大提高了流程效率和客户满意度。 项目背景 日本某保险公司，迄今已有百余年历史，是日本国内寿险巨头之一，跻身世界500强之列。 公司共有员工数万名，其中约1万名员工从事文书工作。这些员工需要在多个系统中来回切换，往往消耗掉大量时间与精力。 2011年，公司开始在保险窗口的销售后台管理系统中进行RPA试点，并于2014年正式部署RPA。2017年，公司又将RPA应用于企业保险的后台。如今，公司已逐渐向日本国内各分公司派遣RPA机器人。 对象业务 窗口销售、企业保险、个人保险的后台管理（Back Office）业务等。 应用流程 1．保险合同业务中，将记载申请信息的文件数据，登记到公司内部系统中。 2．保险索赔业务中，读取投保人申请文件中的条形码，将合同信息登记到公司内部系统。 3．根据公共系统中的查询结果，确认特定个人的保险加入状况。 部署RPA前（痛点） 1．每月业务急剧增加，导致不定期加班，临近截止日期才能完成任务，存在员工注意力不集中而发生错误的风险。 2．由于季度结算、特定商品到期等原因，一年中业务量会有很大变动。 3．不得不雇佣临时员工，且必须在短时间内将缺乏经验的临时员工培训到高级水平，企业负担重。 部署RPA后（实施效果） 1．公司在49项业务中，部署了超过100个RPA机器人，每年节约工时近5万小时，大大提高了工作效率和客户满意度。 2．缓解了业务高峰期的人手不足，减少了员工的工作量，也避免了手误，还减轻了培训临时员工的压力。 3．RPA机器人可以7×24小时不间断工作，即使在夜间也能自动统计当天的受理件数。 4．员工没有因为部署RPA而丢掉工作，而是把精力和时间用在更人性化的工作上。  RPA Deployment Case of Japanese Insurance Giant Insurance business usually has a complex process. Although it takes a lot of manpower and time, customer satisfaction is still very low. With the quick development of digital technology, 43% business in insurance industry can realize automation by RPA. After deploying RPA, 85% business of the company has been automated. It not only alleviated manpower shortage in peak time, but also increased process efficiency and customer satisfaction. Background The Japanese insurance company with a history of more than a hundred years is one of the domestic life insurance giants and one of the top 500 companies in the world. There are tens of thousands of staff in the company, and about 10,000 members of staffare engaged in clerical work. Switching among several systems wasted a lot of time and energy of the staff. In 2011, the company began to pilot RPA in the sales background management system of the insurance window, and formally deployed RPA in 2014. In 2017, the company has deployed RPA in the background of enterprise insurance. Now, the company has dispatched RPA robots to various branchesin Japan. Object Business The business of window sales; enterprise insurance;back office management of individual insurance…. Use process 1. In insurance contract, the document data recording the application information should be registered into the internal system of company. 2. In the insurance claim business, read the bar code in the applicant’s application documents and register the contract information into the company’s internal system. 3. Confirm the insurance status of a specific individual according to the query results in the public system. Before deploying (Pain Points) 1. The sharp increase in monthly business leads to irregular overtime and the completion of tasks close to the dead line, resulting in the risk of mistakes caused by staff’ lack of concentration. 2. Due to quarterly settlement, the maturity of specific goods and other reasons, the volume of business will change greatly in a year. 3. The company has to hire temporary workers and to train those workers without experiences to an advanced level in short time. In a word, the company’s burden is heavy. After deploying (Deployment Effects) 1. The company has deployed over 100 RPA robots in 49 of the business. It has saved nearly 50,000 hours a year. The work efficiency and customer satisfaction has been improved greatly. 2. It has alleviated labor shortage in rush hours. The workload and manual errors of staff has been decreased. And the pressure in training temporary workers have also been lightened. 3. RPA robots can work continuously in 7*24 hours, even automatically count the number of cases accepted for the day even at night. 4. The staffwill not losejobs for the deployment of RPA.On the contrary, they will spend their energy and time on more humane work. |
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