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Pet project

Editorial Type: Case Study     Date: 03-2014    Views: 4294   







World's biggest pet insurer streamlines UK claims processing using a Kodak Alaris scanner and software solution

Agria, the biggest pet insurer in the world, has turned to document scanning to streamline the whole process of managing claims in its UK operation. Last year 75,000 claims were received with £20 million paid out to British customers insuring their cats and dogs.

Agria Pet Insurance has purchased a KODAK i4600 Scanner for mid-volume production capture and KODAK Capture Pro Software to digitise all paperwork received in its claims department so that its 20 assessors have all pertinent information available electronically at their work stations.

Simon Wheeler, Agria Pet Insurance's UK managing director, explains, "We have a SLA with customers to process their claims within five days of receipt. Scanning claims forms and supporting paperwork is all about improving administrative efficiency. It enables information to be centrally stored and accessed by various members of staff when claims are live, makes retrieval fast when access to historical claims data is required, as well as enhancing our working environment by removing paper clutter."

Founded 130 years ago in Sweden, Agria Pet Insurance first came to the UK in 2009 and in 2013 underwrote and administered polices for around 150,000 animals in the country. Its focus is insuring cats and dogs selling to private individuals as well as through partners like the Kennel Club and the Governing Council of the Cat Fancy, the UK's premier cat registration body. To succeed in the marketplace, the company has built up considerable species knowledge required to manage the risk involved in this specialist insurance area. Agria Pet Insurance is part of the Länsförsäkringar Alliance, Sweden's leading banking and insurance group.

FOLLOWING THE BUREAU EXAMPLE
Agria Pet Insurance initially considered outsourcing the whole process of claims paperwork scanning to a third party BPO, but this was ultimately rejected because of the volume of paperwork involved and the resultant likely cost.

Michael Rodrigues, Agria Pet Insurance's infrastructure manager, says, "The companies we looked at all use KODAK Scanners given they're robust and high performing, so we decided to follow suit and buy a KODAK Scanner and imaging software ourselves."

Kodak Alaris' Document Imaging solutions enable customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions.

Initially, Agria Pet Insurance purchased a KODAK Scan Station 500 Network Scanner solution from Kodak Alaris partner Scansation, but it rapidly realised it needed more throughput capacity. A mid volume KODAK i4600 Scanner and KODAK Capture Pro Software was then bought.

The KODAK i4600 Scanner has a capacity of 50,000 pages per day with speeds of up to 120 pages per minute. A 500-page front loading feeder with Sure Stack technology stacks documents properly in the exit tray after being digitised so that paper doesn't get mixed up and so jams don't occur. The i4600 features the latest version of Kodak's Perfect Page Image Processing technology with auto orientation, auto crop and de-skew, and iThresholding which comes with new features such as streak and hole punch removal.

CLAIMS PROCESSING MADE SIMPLE
When claim forms are sent out, a barcode is attached to each which links to a pet's name, policy number, owner and address. When post is received back, a barcoded separator sheet is then used to split each batch of paperwork per claim. Rodrigues explains, "The KODAK Capture Pro Software reads the barcode and automatically creates a PDF which then populates our in-house developed CRM system called Darwin. We might have 100 pages related to 70 claims so this function is absolutely invaluable to remove manual input and enhance operator productivity."



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