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Before If Latvia deployed the Ultimus BPM Suite, customers had to visit the officeof their insurance company and a car dealer several times to have their claimsprocessed in person.
Using the Ultimus BPM Suite s programming-free process modeling, developmentenvironment, flexible integration, workflow capabilities, powerful management toolsand easy-to-use Web interfaces for process participants, If Latvia has become thefirst insurance provider in Latvia to automate its claims handling process,resulting in significantly improved operational efficiency. Today, instead ofvisiting their insurance company to submit automotive claim, customers can godirectly to the car repair shop and have everything taken care of there vastlyimproving customer satisfaction.
Using Ultimus, the turnaround time for claims handling is as little as three hours,starting from the minute the customer first notifies us about the damage they vesustained to the moment their car is completely repaired, said Oskars Hartmanis,head of the Claims Department at If Latvia and Baltic.
In addition, If Latvia has seen the following improvements by implementing theUltimus BPM Suite:
-Reduced average time to decision from 10 days to 15 hours for the automotive claimssubmitted by car dealers -Less manual work for If employees -Automated communications -More loyalty from partners and customers
Ultimus has changed the way we do business with our partners both car dealers andcar repair shops. Using BPM, If Latvia is one again ahead of its competitors becausewe are able to do more than accept a claim notification from the customer. Theprocess of automotive claims handling has become very streamlined - we automaticallyredirect customer Web applications and the customer himself to the car repair shopof his or her choice without the need to visit If Latvia s office. The best time andcost savings for us and for the customer comes from small-sized claims beingprocessed using Ultimus, added Hartmanis.
Ultimus was able to easily integrate with our core insurance system, and improvethe quality of claims decisions as well as sales results, said Janis Kesteris, headof If Baltic & Russia s IT Development Unit. This has meant less time spent ondecision-making regarding claims payments, less manual labor for employees, andfaster claims processing for our customers and repair shop partners. If Latvia isknown as the most innovative insurance company on the local market and as the firstto start selling policies online. Just five months into the online sales, thecompany is seeing 10 percent of all private segment products being sold via the web.The improved claims handling process multiplies the success of the sales department.Our investment in the Ultimus project truly reinforces our status as the mostinnovative insurance company operating in Latvia in terms of technologies and modernservices.
Organizations such as If Latvia are realizing that BPM is a catalyst forstreamlining the most important processes across the entire enterprise, said RickThompson, Chief Marketing Officer for Ultimus. We re very pleased that If Latvia isusing our software in novel new ways to drive customer satisfaction, improve overallefficiencies and gain a competitive edge in what is an increasingly competitiveindustry.
About Ultimus
Ultimus is the leader in human-centric, adaptive Business Process Management (BPM).Long recognized as an industry pioneer, Ultimus has automated more processes thanany other BPM vendor worldwide. The company s award-winning technology adapts topeople, systems and change; is available in 16 languages; and is deployed by morethan 1,600 customers around the world. Headquartered in Cary, NC, Ultimus hasoffices in North America, Latin America, Europe, Asia, the Middle East andAustralia, with market presence in more than 80 countries. For more information,visit www.ultimus.com.
About If Latvia
If Latvia is the leading P&C insurance company in the Nordic and Baltic regions with3.6 million customers and 6,400 employees. It provides high-quality insuranceproducts and services to both people and businesses. In addition, If actively worksto prevent damage and accidents, helping create a safer and more secure life for itscustomers and the society at large.
