CIO David Germain on how RSA is automating insurance

Insurance is rapidly getting a genuine-time, information-centric assistance stream, and this needs technologies constructed for that atmosphere.

In decades past, insurance coverage was dependent on monolithic information – static blocks of understanding about a shopper, such as age and wellbeing, or probable threat to an insured merchandise. But currently, information can be gathered in genuine time from reams of distinct sources and devices. This places the shopper entrance and centre of low-friction expert services.

Critically, it also speeds up and improves insurers’ inside procedures. One particular way of accomplishing this is by using Smart Automation, which guarantees to greatly enhance the way the market serves clients and technologies serves the business.

Repetitive, working day-to-working day workflows can be increased by artificial intelligence (AI) and machine understanding (ML). These can then be built-in into current technologies and information stacks by using electronic workers – application robots that can obtain specialist skills.

By automating essential, but low-benefit-adding jobs in this way, human workers are free to concentrate on the people-centered facets of the business, good-tuning them to shopper requires.

For recognized firms this sort of as RSA, clever automation has an additional overriding intent: to help save time inside of the company. CIO David Germain suggests he is liable for reworking the way IT operates internally, which each reshapes the shopper practical experience and optimises business overall performance.

 “Automation kinds a main factor of our technique and critical programmes, especially about repeatable procedures,” he points out.

“Things this sort of as streamlining and simplifying the shopper journey and enabling increased self-assistance – some thing which is ever more demanded in the back-workplace to greatly enhance our testing, upkeep, and safety capabilities.

“It also can help lower processing time in get to minimise threat and disruption to our clients.”

But are these gains measurable? Germain suggests they are and has the figures to establish it. Within Promises, RSA has automated scripts throughout its Commercial and Personal Traces, which has pushed down manual processing by additional than 45%.

Automation has also improved the quality of the team’s output by proactively pinpointing and resolving issues inside of the scripts, and routinely notifying consumer teams.

“One particular of our automations compares the quite a few documents produced as element of the promises process and highlights versions. What was when a manual process and took times to total now requires a matter of minutes, which signifies a a great deal more rapidly response time for our clients,” he suggests.

“A further automated process triages phone calls to be certain our clients attain the suitable dealing with team as promptly as attainable, which has diminished cycle time by additional than twenty%.”

These time financial savings are spectacular, and help a superior, more quickly practical experience at a time when people need expert services that are swift, intuitive, low friction, and enable a diploma of self-assistance.

Shopper assistance numbers

What other gains has Germain seen from Smart Automation? “We experienced a unique use situation exactly where a manual process was having 5 times to process over one,000 promises,” he suggests. “By automation, we ended up in a position to considerably lower that processing time to just 45 minutes.”

A knock-on outcome of an additional increased process has been an improved shopper practical experience, which has led to an enhance in visitors on some platforms.

With automation in a position to handle most customers’ requires, human guidance teams are now additional obtainable for any clients who require specialist guidance, he provides.

So, what does Germain believe are the main gains of Smart Automation for RSA, in a industry that is rapidly getting disrupted by electronic natives and information-fuelled fintechs?

For RSA, the gains to day have been:

  • Employing an clever workforce arranging software to mine procedures throughout the insurance coverage lifecycle and identify low-benefit, repetitive jobs.
  • Delivering a alternative to ingest and process invoices in unstructured variety to improve declare conclusions.
  • Enabling information experts to accelerate a model-making and deployment process by adopting MLOps and automation via the analytics benefit chain.
  • Defining virtual assistants to automate critical shopper interaction factors and back-workplace expert services.
  • Evaluating low-code or no-code capabilities to automate critical underwriting procedures.


Still the gains of Smart Automation go considerably beyond cost financial savings and process effectiveness, he points out. “It will help our business to make superior conclusions, improve threat choice, improve productivity, and facilitate product and assistance innovation.”

The business situation for automation

Overall, there are 4 critical features to think about when making a business situation for automation, suggests Germain.

  • Threat: Automation can get rid of the threat of human mistake and shopper hurt – nevertheless businesses really should continue to be watchful that automation is not undertaking the reverse, because of to inadequate information about the shopper or terribly developed algorithms.
  • Productiveness: Automation can improve the speed at which the business can carry out alter, bringing new capabilities to clients more quickly. This is significant in modern really competitive fintech landscape.
  • Charge: Automation removes manual procedures that are useful resource heavy and improves the benefit proposition for clients.
  • Innovation: With teams shelling out less time on making adjustments, there is additional time to concentrate on shopper interactions and product improvements. This also drives increased gains and results in benefit for the shopper.

To discover out additional about how insurance coverage firms can use clever automation to superior have an understanding of and serve their clients, browse Computing’s special report, that includes 4 interviews with tech leaders trailblazing automation at their organisations.