The claims and servicing department at this Fortune 100 insurance company — among the largest property and casualty insurers in the world — had a goal to improve productivity across their 4,000+ person claims management department. The team felt that a significant amount of adjuster time was spent on non-claim related activities, but without a full picture of time utilization, they could neither confirm that assumption nor set productivity improvement targets.
After piloting several task mining tools, the team found that only Mimica provided the speed, accuracy, and ease of use they needed to benchmark team productivity, surface automation opportunities, measure the impact of those automations, and ultimately cut costs.
“We tried multiple task mining tools to find the best technology to automate our claims management. Mimica was the fastest to deploy, fastest to provide results, and the only solution that automatically provided detailed recommendations for us to consider. Mimica removed all of the guesswork from start to finish.” – VP of Transformation
Mimica benchmarks productivity and defines improvement targets
Mimica recorders were deployed on the desktops of subject matter experts (SMEs), across two teams of claims adjusters, to automatically measure the time spent at the task, claim, and SME level. Tasks were accurately identified, categorized into named processes, and tagged as claim-related or non-claim related activities. This allowed the team to establish a baseline for productivity upon which to improve. Mimica found that the claims team was spending 73% of their time on claim-related work, meaning 27% of their time was spent on non-claim related work. With this information, the team set a target for a 10% improvement.
Within two weeks, Mimica identified several opportunities to maximize workforce productivity and remove repetitive, non-claims related tasks from the claim handling process. In one scenario, Mimica discovered that agents were manually filling out forms using data from other records. Mimica identified that 80% of the fields contained structured data, and proposed an automation to retrieve the data and fill those fields automatically, allowing agents to avoid unnecessary navigation and task switching. In another scenario, Mimica found that agents had varying levels of training and experience across activities. Mimica identified the most productive agents for each activity and used their performance as a benchmark to suggest retraining opportunities for agents with slower work rates. And finally, Mimica found opportunities to reduce time spent on note taking, emails, and queue management, allowing agents to focus on more high-value tasks.
$24 million productivity value unlocked
The process improvements identified by Mimica represented a 10% increase in productivity across the claims team, reducing the amount of time spent on non-claim related activity and bringing the time spent on claims up to 83%. By giving 800,000 hours back to the team to focus on high-value tasks, the insurer anticipated a savings opportunity of $24 million this year. Mimica’s recorders remain in place, continuing to measure productivity across the claims team, ensuring conformance with updated processes, and finding the next generation of opportunities for increased productivity and cost cutting.
