Solutions

Virtusa’s Digital Mail Room (DMR)

Improving Insurance operations by automating paper documents ingestion

Automate paper document ingestion for improved operational efficiency

Regardless of how many direct digital channels insurers have opened up to business with customers, the simple truth is that many customers still choose to use paper documentation over digital channels. This means that whether it be a simple address change request or a major claim, customers are sending a lot of very important transactional information on paper. These paper transactions invariably take a lot of time of senior operations team members to perform the role of data entry operators instead of their specialized roles of claim adjusters or underwriters. Not only do these activities cause an expensive distraction for senior resources, leading them to do extra work which they were never supposed to do, but these additional activities also lead to delays in processing cases. When service levels related to turnaround time or quality are missed, it causes customer dissatisfaction which impacts overall NPS.

Virtusa’s Digital Mail Room (DMR) solution can you help you automate the paper document ingestion process by leveraging industry leading artificial intelligence (AI) and machine learning (ML) technologies that reduce manual effort, improve processing speeds and improve quality. It can be implemented for any operations in a non-intrusive manner without requiring any changes to the existing process or technologies in play.

The DMR solution helps insurers:

  • Automate the physical and scanned document ingestion process
  • Reduce manual data entry and interpretation errors, ensuring accurate results
  • Reduce manual workload for insurance operations staff, enabling them to focus on key business priorities
  • Improve productivity and performance by streamlining business workflows
  • Reduce process turnaround time and operations cost incurred
  • Increase overall operational efficiency

INSURANCE DIGITAL MAIL ROOM (DMR)

Virtusa’s Digital Mail Room (DMR) solution leverages industry leading artificial intelligence (AI) and machine learning (ML) models to ingest documents, including hand-filled forms, with an accuracy that is 80% better than other leading solutions.

The solution can classify documents based on document type or document contents and then execute the business process accordingly. In addition, natural language processing (NLP) can perform sentiment analysis for added insight required for processing a case. With Virtusa’s DMR, insurers can process a number of file types that their customers or partners can share with them, making it easy to do business with. DMR is designed to be non-intrusive to existing technology and business landscape, allowing insurers to implement it in any technology environment and in any insurance business process ranging from new business to claims.

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