In order to meet customer requirements for real-time reimbursement, further development towards a comprehensive factory is necessary. Naturally, the focus is on the further automation of processes and the expansion of automated processing of claims. In the target picture, only clearly defined special fields are then outsourced to subject matter experts in the review department, in some cases also with the involvement of external service providers.
The factory is based, on the one hand, on the selection of suitable (standard) software or software modules and their smooth organizational use, and on the other on process flows designed to meet the new challenges. By means of customer-centric process analyses via the “process journey” approach, insurers can identify selective improvements and application potential for Robotic Process Automation (RPA) and derive structural fields of action in a targeted manner.