Organization of document flow in an insurance company. Features of choosing an electronic document management system for an insurance company. What is the document flow of an insurance company

Khudomyasova Marina student of group 302, specialty "Insurance"

Report at the scientific and practical conference "XXI century - the century of information technology"

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State budgetary educational institution of secondary vocational education of the Moscow region "Kolomna Agrarian College"

ORGANIZATION OF ELECTRONIC DOCUMENT FLOW IN THE INSURANCE COMPANY

Kolomna 2014

Introduction

Insurance is an area of \u200b\u200bbusiness in which a large number of documents of various types are processed: contracts, insurance policies, statements, certificates, medical certificates, documents on the right to own property, examination results and other documents, the number of varieties of which for an average insurance company exceeds a hundred. All these documents are formed into cases, cases are volumes placed in archives, access to which is carried out at the time of the occurrence of insured events, as the terms of the contract change, at the end of its validity period and in other cases. The more insurance Company, the greater the variety of insurance programs it offers and the more heterogeneous documentary archives it has.

In an effort to reach as many clients as possible, the insurance company opens agencies in other districts and cities, solving the issues of organizing distributed archives or the problem of transporting documents to the central office. Working with large volumes of documents in an insurance company is part of its operational activities, so solving document processing problems can actually increase the efficiency of the company, the speed and quality of customer service.

The construction of electronic archives and the automation of document processing, as a rule, are carried out on the basis of specialized systems that bear the general name "Enterprise Content Management System (ECM)". This class of systems includes industrial platforms that have a number of properties, ranging from the ability to store large volumes of documents in several distributed repositories located in different cities or even countries, to the ability to simulate document processing processes and their integration with e-mail, web sites, and other systems. The use of such systems is justified in cases when it comes to large amounts of information, the organization of reliable storage and provision of quick access to information.

IN modern world the work of any insurance company is impossible without the use of information and communication technologies. The traditional paper workflow is being replaced by electronic, since the former no longer meets business requirements and cannot ensure the speed of data processing. The presented report describesproblem organization of electronic document management and work algorithms when using it.

The urgency of this problem has recently become very important, because in conditions of fierce competition, it is the automation of document flow that makes it possible to speed up the work of various departments of the insurance company and allows you to make important operational and strategic decisions.

The purpose of the report is to identify the advantages of using electronic document management in insurance companies.

The main objective of the report is to study and systematize the materials used by the insurance company "Consent" of the electronic document management system.

Main part

1. Mobile solutions for insurance agents

One of the strategic initiatives of insurance companies is to strengthen retail sales through the development of an agent network. By activating the work with the agent sales channel, insurers face a number of problems. One of them is that the tariffication system in insurance companies is so complex and multifaceted that it is quite difficult for an agent to work with it on paper, and this does not correspond to the nature of his work: the seller should first of all sell, not fiddle with pieces of paper ...

A modern company achieves success by creating new values \u200b\u200bin work, both with an "external client" and with an "internal client", which is an agent for the insurer. Therefore, insurers equip the selling network with "electronic assistants", and not just a premium calculator, but devices for exchanging information with the company. They give the agent the opportunity to remotely complete the entire procedure for concluding an insurance contract: assign a number to the insurance policy, transfer to the company data about the insurance object and the owner, a car inspection report, its photographs, etc., as well as quickly and accurately determine the amount of the premium, timely report the numbers of used forms of policies and receipts, etc. This allows the agent to be less "tied" to the company's office and as close as possible to the client's location.

The company, in turn, is interested not only in increasing the agent's loyalty through the creation of attractive conditions, but in increasing the level of information security of the procedure for concluding insurance contracts. At registration insurance policy in handwritten form, there is a certain cycle in which there are significant periods of time between the appearance of the policy at the client and the appearance of the same policy in the insurer's accounting system. However, the current competitive situation (competition at the level of service quality) requires that the service be instant, it begins to act as soon as the client is insured. In reality, in some companies, the process of registering a new contract takes 1.5-2 months. Mobile solutions for insurance agents provide the ability to online transfer information about the concluded insurance contract to the general database of the insurance company ”, and thereby eliminate the time gap between the moment the agent concludes the insurance contract and the moment the service options are opened.

The client, serviced by the new technology, receives significant advantages, which are not only accelerated quotation and tariffication. In fact, all service departments (call center, service technical support etc.) are included for entering the insurance policy number into the system, and until the number is entered, the client does not exist for them. That is, in fact, service programs begin to work only when the insurer learns about the existence of such a client. Registration of a contract in the system through mobile solutions for insurance agents allows you to solve this problem in 1-2 minutes. The time for the complete execution of the contract when using this device will take 6-7 minutes for the CASCO contract and 4-5 minutes for the CTP contract.

The insurer, in addition to saving time when receiving information on the policies sold by the agent, also benefits from the fact that this helps to prevent insurance fraud: when the agent receives the premium on the policy, the client believes that he is insured, and the insurer has no policy, no premium, or there is no information until the client comes to him at a loss. Photographing an object with mobile devices also strengthens control, since the agent is deprived of the opportunity to insure an already damaged car.

One of the main issues is also the protection of information: special attention is paid to the protection of personal data of clients, both at the stage of entering information and at the stage of its processing.

The mobile insurance office allows an insurance agent to save and quickly find information on the client, events related to their service, maintain and store electronic correspondence, do not forget about the expiration dates of contracts and other important events.

In the insurance company CONSENT, the automation of activities is organized using a specialized database maintenance system Diasoft and electronic document management systems (EDMS).

Insurance contracts are concluded not only directly at the office of the insurance company, but also at the location of the insurance object, i.e.the insurance agent works remotely. Once reached consent to the conclusion of the contract, the electronic version of the insurance policy with the help of the EDMS enters the Diasoft system and the contract is instantly registered.

Example. During my internship, the insured approached the Consent company with a request to insure his Renault-Daster car against the risks of Hijacking and Damage (CASCO insurance), together with the insurance agent I went to him at his place of residence. The agent used in his work a set of Mobile Office, which includes a laptop, a mobile printer and a USB modem for communication with the Diasoft base.

Calculation of insurance premium, registration of an application and an insurance policyi made it in the 1C: Insurance program. Electronic versions documents were sent to the head office, after registration in the contract system, the policyholder received a policy printed on a mobile printer. It took about 20 minutes to inspect the car, photograph it and sign the contract.

The advantage of this method of concluding a contract is the instant registration of the insurance policy in the company's database.

By the way, in the 1C: Insurance program, the commission fee of an insurance intermediary (his wage) is calculated automatically when the insurance policy is entered into the database.

1. Electronic document management

in the financial and analytical activities of the company

After entry into force, each contract becomes an object of accounting, including accounting. It includes incoming payments (accounting), it controls the plan of their receipts (insurance department), its conditions are necessary for the loss settlement department when insured event etc. But, one way or another, the workflow is moving to the financial and analytical level.

Further, this information in a generalized form is of interest to the top managers of the company for operational analysis of activities in various aspects (by customers, by regions, by responsible executors, etc.).

The upper level is the strategic planning and management unit. These are the tasks of building a budget, analyzing activities in the context of insurance products, calculating tariffs.

When the information in the database has been accumulated, the upper level of the company's automation begins. For top managers, it is possible to solve problems management accounting, analysis and planning. For example, profitability indicators are automatically calculated for each contract (the amount of premium received, the amount of payments under insurance acts, amounts received from reinsurance companies, etc.).

The manager has the ability to determine the planned annual revenue for the regional sales departments. Sales departments, in turn, on the basis of these data calculate their insurance portfolio and receive indicators of profitability.

In addition, the implementation of the company's budget is tracked. It is formed in branches and divisions, and is sent to the head office for consolidation and approval.

The approved budget is returned back to the departments for execution. Budget execution is tracked by the so-called. "Cash" method in the context of each division. The fact of deviation is tracked and can be analyzed.

1. Automation of document flow

when settling losses

The main business process of the insurance company is the settlement of losses after the occurrence of an insured event. If you imagine this process in stages, for example, when implementing insurance vehicle from damage, then you can understand how many documents need to be filled out, through how many offices to go through in order to eventually close the case.

Let's represent this process as a sequence of stages:

• Filling out an application for the occurrence of an insured event;
• Providing by the insured of all required documentsconfirming the right of the insured / beneficiary of the property to the object of insurance, as well as the right to receive insurance payments (copies of the vehicle passport, vehicle registration certificate, technical inspection coupon, power of attorney, property purchase and sale agreement, copy of the insurance policy, receipt of payment for the next insurance premium, etc.);
• Referral for internal or independent examination of the damage caused;
• Providing by the insured of all the necessary documents confirming the fact of the event that led to damage to the property of the insured (certificates from the traffic police, from the Ministry of Internal Affairs, from the Ministry of Emergencies, from medical institutions, etc.);
• Providing the results of the examination of damage;
• Making a decision on payment insurance compensation, or on the method of settlement of the insured's loss;
• Carrying out the payment of insurance compensation, accounting for this payment, or carrying out mutual settlements with the service station and providing / accounting / agreeing on calculations of the cost of refurbishment;
• Closing a loss settlement case.

This sequence is similar for other types of insurance - for example, life insurance: only the sets of documents provided and the circle of persons who control the process of their provision and decision-making on the case differ. The loss settlement process usually occurs sequentially.

During it, the following decisions are made:

• On opening a claim for settlement of a loss;
• On the examination of damage;
• The absence of the composition of fraudulent activities;
• On the completeness of the provision of documents for the settlement of the loss;
• On a positive decision in the settlement of the loss and the method of settlement;
• On the increase in the amount of damage upon detection of hidden damage (for a vehicle) or when the calculation of repairs is changed, etc .;
• Closing the case.

At each stage of the passage of the application along the route, in order to make an adequate decision, access to the full package of documents on damage is required, including a copy of the insurance contract / policy, which must be sent to the System immediately after it is signed by the client. Since insurance companies often have a geographically distributed structure, the provision of a complete set of documents on the case at each stage of the approval is of particular importance: this makes it possible to exclude the possibility of fraud on the part of the client or insurance agent, as well as to ensure the promptness of the consideration of the case.

In the insurance company CONSENT, the automation of the workflow of the loss settlement process is as follows:

An insurance company specialist calls a client from an electronic queue.

Then the policyholder, together with an employee of the insurance company, fills out an application for an insured event, the specialist checks the provided documents for compliance with the data and completeness.All these documents are scanned and entered into the database, into the client's folder, etc.after which the Acceptance Certificate is prepared- transfer of documents for the declared event. Next, a referral for a vehicle inspection is drawn up and an independent expert examines the car, draws up a vehicle inspection report.

After all the documents have been drawn up, you can start working with information programs, in particular, the declared event must be registered in the Diasoft system.

After completing the registration of the application with Diasoft, the specialist of the insurance company proceeds to fill in the EDMS in terms of creating a loss.

Having filled in the EDMS, the payment case is transferred to the stage of the examination department, where the issue of car repair or payment of insurance compensation is resolved.

To the formed payment casephone number connectedthe client who receives SMS - messages about the status of the insurance event.

The EDMS allows you to clearly track the stage at which a particular case is in the settlement of losses, to see those of them for which the time of transition to the next status is overdue, to inform the responsible executors.

Also, standard lists of documents are compiled, necessary for conducting the process of claims settlement. And since scanned copies of documents are placed directly into the Diasoft database, then after the application is submitted for consideration by the commission, all information is available for making a decision on settlement or refusal. Accordingly, the system will allow you to send an application to the accounting department for payments or generate a notice to the client about the refusal. It is also possible to initialize the regression procedure.

Conclusion

Having considered the system of organizing electronic document circulation in the insurance company Consent, we can conclude that electronic document circulation:

1. meets the requirements of the modern insurance business and ensures the speed of data processing;
2. allows you to speed up the work of various departments of the insurance company;
3. allows to make timely important operational and strategic decisions;
4. enables the agent to remotely complete the entire procedure for concluding an insurance contract;
5. contributes to the prevention of insurance fraud;
6. contributes to solving problems of management accounting, analysis and planning;
7. allows you to clearly track the stage at which one or another case for the settlement of losses is, see those of them for which the time of transition to the next status is overdue, inform the responsible executors.

Bibliography

1. Federal Law of the Russian Federation of 27.11.1992 N 4015-1 "On the organization of insurance in Russian Federation"(with subsequent changes and additions).
2. Ermasov S.V., Ermasova N.B. Insurance: textbook / S.V. Ermasov, N.B. Ermasova. - M .: Higher education, 2008. - 317s.
3. E.V. Mikheeva Information technology in the professional activity of an economist and an accountant: textbook. manual for stud. institutions of environments. prof. education / E.V. Mikheeva, E.Yu. Tarasova. - M .: "Academy", 2013. - 240p.
4. E.V. Mikheeva workshop on information technology in the professional activity of an economist and accountant: textbook. manual for stud. institutions of environments. prof. education / E.V. Mikheeva, E. Yu. Tarasova. - M .: "Academy", 2014. - 352s.
5. E.V. Mikheeva Information technology in professional activity: textbook. manual for stud. institutions of environments. prof. education / E.V. Mikheeva. - M .: "Academy", 2013. - 384p.
6. Insurance: textbook / ed. L.A. Orlanyuk-Malitskaya, S.Yu. Yanova. - M .: Yurayt Publishing House; ID Yurayt, 2011 .-- 643p.
7. IC "Consent". http: //www.soglasie.ru
8. Electronic magazine "On insurance fraudhttp://i-news.narod.ru/criminal.html

Ivan Nagornov, company expertDIRECTUM-M

To eliminate the above-described difficulties, modern electronic document management systems (ECM systems) allow the use of integration and bar-coding mechanisms. For this, it is necessary to properly organize the process of processing documents, converting them into electronic form. This article presents materials based on the real experience of the DIRECTUM company.

Below I will give an example of organizing the process of entering documents. All documents that come from customers (for example, a CASCO agreement with accompanying documents), a barcode is applied containing a unique document number (ID) and the type of this document. Sometimes companies want to put a barcode on a set of documents for simplicity, this is also possible, but then the ability to automatically control the completeness of documents disappears, as well as to automatically record the actual location of the original taken from the paper archive. You can mark documents with a barcode in various ways:

● sticking a label with a barcode on the document. IN in this case assumes labels can be printed on site using a label printer or pre-printed (on rolls);

● printing barcodes directly onto documents using usually a printer, if there is free space on the front or back of the document;

● printing a separate sheet with a barcode;

● initial printing of a barcode along with a form of documents, such as a CASCO policy.

Integration of the accounting system of the insurance company andECM systems provide additional benefits.After all documents are labeled with barcodes, employees of insurance companies enter the data on the insurance contract or insured event into the accounting system of the insurance company in the same way as they always did. Further, part of the data entered by the employee is automatically transferred to the storage system for electronic images of insurance documents (ECM system). To do this, you only need two additional button presses: the first - in the insurance accounting system to start the transfer of the entered data, the second - on the barcode scanner when reading them from documents (the barcode scanner looks similar to barcode scanners in grocery stores). After the above actions, all the necessary data appears in the electronic archive of insurance documents, including the unique document number encoded in the barcode.

Then, at the document scanning station, the responsible officer scans the documents on a conventional scanner, which saves documents in a special folder, from which the DIRECTUM insurance documentation storage system takes the files and, dividing them into separate documents by a barcode, attaches them to the corresponding cards that were automatically filled out from accounting system. Thus, without the use of manual labor, documents from the scanner are automatically transferred to the electronic archive of insurance documents with the filled-in details in the cards. Moreover, the time / date of scanning of the document and the department / name of the scanning employee can also be automatically recorded.

Further, the scanned document gets into a special folder for the employee responsible for the verification of scanned documents. The Verification Officer checks the quality of the scanned documents and, if it is not satisfactory, can send the document back to the scanning station again.

Archiving documents that were originally non-paper, for example, electronic photographs from the scene of an accident, can be carried out after all paper documents have been entered by a single press of the "photos" button. They will be saved as a multi-page document and can be easily compared to, for example, pre-insurance photographs of the car.

Thus, an archive of insurance documents is formed, the documents of which can be opened from the insurance accounting system by pressing a button (for this, various integration mechanisms can be used, such as com-objects or web services). Now any document on the client can be quickly found. If necessary, employees can receive various reminders, for example, about the expiration of the terms of contracts, or about the incompleteness of any package of documents. The use of a barcode scanner also makes life easier for the archivist if it is necessary to record the withdrawal and return of original documents to a paper archive - for this, you only need to scan the barcode of the issued / returned document and indicate to whom and how much it is issued.

After the company has a convenient electronic archive of insurance documents, one can already think about automating various business processes, for example, claims settlement. In this case, the claims settlement process will be transparent for managers and employees and, accordingly, clients, that is, it will be possible to see who and at what stage is the process of considering an application from a client. It is possible to include "permanent contractors" in the approval process, such as independent experts and repair and maintenance stations, providing them with access to documents via a web interface, or uploading them to a special portal. You can also keep a register of typical damages in order to collect statistics and take management actions based on these statistics, etc. The further development of the system can be the collection of not only documents, but also "cases" for the analysis of various insurance cases.

Features of choosing an electronic document management system for an insurance company

Features of choosing an electronic document management system for an insurance company

The main features of the work of insurance companies are:
... A significant amount of workflow, work with documents of various types;
... The need to fulfill financial obligations to customers in the event of an insured event;
... Active interaction with subcontractors to assess losses in the event of an insured event and the possible elimination of its consequences;
... Maintaining voluminous client databases;
... Availability of a geographically distributed network of branches;
... Offsite nature of agents' work;
... The need for new tools to promote insurance services.
Accordingly, the electronic document management system implemented in an insurance organization should solve these problems as efficiently as possible. That is why the best program for automation of office work in the insurance industry is a complex ECM platform, the functionality of which is adapted to industry specifics.
An example of such a system is the industry publication bb workspace Insurans Service, offered by the developers of the Double B company (Moscow).
Benefits of Insurans Service Industry Solution
... Full functionality for processing different types documentation, the presence of a large library of standard documents;
... Built-in modules for budgeting, CRM, HR and time management;
... Implementation of a modern AIDCAS marketing promotion strategy based on working with clients, taking into account their needs;
... Easy implementation and quick development by employees;
... Virtually zero administration;
... Integration with the MS Office suite of office programs and the powerful 1C accounting platform;
... Built-in tools for scanning documents for their subsequent registration and processing;
... Ability to work in remote access and mail agent;
... Scale quickly with universal user licenses.
Thus, the automation of the document flow of an insurance company using the bb workspace Insurans Service program significantly reduces the costs of doing business and allows more rational use of the labor of specialists.

Advantages of the fashionable bb workspace system

Basic rules of document flow

In IC Ingosstrakh.

Customer

Ingosstrakh Insurance Company was founded on November 16, 1947. Today it is a universal insurer of the federal level, one of the leaders of the domestic insurance market... The services of Ingosstrakh Insurance Company are available throughout Russia thanks to a wide regional network of 83 branches. In addition, companies with the participation of Ingosstrakh's capital and the insurer's representative office operate abroad.

Situation

At the stage of choosing an electronic document management system for Ingosstrakh, it was important to find a tool that would allow processing about 1,500 documents per day and automate the work of 6,000 employees. Particular attention was paid to the performance of the system and the high speed of its operation, as well as the ability to develop the EDMS on its own or with the help of third-party organizations, thereby not being dependent on the vendor. The company needed to use various electronic signatures in its work, therefore, the acquired system had to have a license from the FSB of Russia for the development and distribution softwareprotected by encryption (cryptographic) means. At the same time, the EDMS provider had to ensure the implementation of the system in a short time.

Decision

The insurance company's specialists studied the systems available on the market and selected two that met all the requirements. After that, their comparative analysis was carried out, and a decision was made to implement the TEZIS document and task management system. One of the important advantages of the chosen system is a fully functional web client that allows you to work from any device, regardless of where the employee is at the moment.

The extended edition of the TEZIS system, which was acquired by the insurance company, has a wide functionality, which allows solving not only classical office work problems, but also modifying the EDMS for unique organizational processes, as well as integrating it with other systems. Installation and configuration of the EDMS TEZIS on the server equipment of the insurance company was carried out remotely and in a short time. Then the specialists of technical support of the company "Homemont" - the developer of the EDMS, conducted face-to-face training for system administrators and its key users.

Result

The TEZIS document and task management system helped to automate the work with incoming and outgoing correspondence, simplified the approval of documents and the organization of meetings. In the EDMS, the process of transferring tender documentation was implemented, reports on court correspondence were finalized and the possibility of using an electronic certificate e-Token for electronic signature appeared.

Thanks to the wide capabilities of the TEZIS integration part, Ingosstrakh specialists have established a process for automatically adding incoming judicial correspondence from the EDMS to the automated information system, which made it possible to track all summons and notices, procedural and court documents that come to the company.

The company plans to further develop the TEZIS system. The EDMS will implement the requirements for order approval and the mobile version will be modified. At the moment, work is underway to integrate with the automated information system, which allows you to generate management reporting and use the system for personnel document management.

The active use of the system within the company was the impetus for the scaling of the TEZIS EDMS. The insurance company Ingosstrakh acquired licenses for an unlimited number of connections. As of October 2017, about 6,000 users were registered in the system and more than 430,000 documents were created.

"Financial management in an insurance company ", 2007, N 4
ELECTRONIC DOCUMENT FLOW IN THE INSURANCE COMPANY
The work of any insurance company today is impossible without the use of automated computer systems. Traditional paper workflow is being replaced by electronic, since the former no longer meets business requirements and cannot provide speed of data processing. This article describes the advantages of electronic document management, algorithms for its use.
Electronic document management for business
The topic of automating the workflow of companies is becoming more and more popular. Over the past few years, the market for automated document management systems has grown steadily. Many companies, introducing electronic document management, expect to receive another computer miracle that will reduce costs, increase transparency and manageability, and speed up the processing process. But in most cases, the miracle does not happen, and the document in in electronic format still remains a document that needs to be prepared, edited, coordinated, read, executed, controlled, following the same procedures that were carried out with paper documents. The number of employees working with documents does not decrease, and the reduction in processing time, if this really happens, is offset by the time spent on transferring the document to electronic form. However, there are business areas in which the use of electronic document management systems can have a significant effect. First of all, this applies to those areas where the volumes of stored and processed documents are significant, and the speed of search and access to information can give companies an edge in the competition.
Insurance is an area of \u200b\u200bbusiness in which a large number of documents of various types are processed: contracts, insurance policies, statements, certificates, medical certificates, documents for the right to own property, examination results and other documents, the number of varieties of which for an average insurance company exceeds a hundred. All these documents are formed into cases, cases are volumes placed in archives, access to which is carried out at the time of the occurrence of insured events, as the terms of the contract change, at the end of its validity period and in other cases. The larger the insurance company, the greater the variety of insurance programs it offers and the more heterogeneous document archives it has.
In an effort to reach as many clients as possible, the insurance company opens agencies in other districts and cities, solving the issues of organizing distributed archives or the problem of transporting documents to the central office. Working with large volumes of documents in an insurance company is part of its operational activities, so solving document processing problems can actually increase the efficiency of the company, the speed and quality of customer service.
The construction of electronic archives and the automation of document processing, as a rule, is carried out on the basis of specialized systems, which are collectively called "Enterprise Content Management System (ECM)". This class of systems includes industrial platforms that have a number of properties, ranging from the ability to store large volumes of documents in several distributed repositories located in different cities or even countries, to the ability to simulate document processing processes and their integration with e-mail, web sites, and other systems. The use of such systems is justified in cases when it comes to large amounts of information, the organization of reliable storage and provision of quick access to information.
Using the electronic archive
If using the electronic archive ineptly, you can turn it into an additional load that requires unnecessary maintenance costs. When used correctly, it turns into a tool for improving business performance. Below is a list of some of the opportunities that an insurance company gets when using an electronic archive:
- all documents of clients and contractors are scanned and stored in an orderly manner, in electronic form;
- access to documents is possible (in accordance with access rights) from any remote agency, including via the Internet;
- documents are grouped by insurance contracts, counterparties, insurance cases in accordance with the needs of the company's divisions;
- there is an opportunity to open all insurance contracts for the client of interest;
- it is possible to view all documents for a given insurance contract, including all versions of documents, if changes were made to them;
- it is possible to open all insured events for the insurance contract of interest, including all documents for each insured event;
- it is possible to find documents for all insurance programs in which the client participated, regardless of whether the contracts were concluded with the insured himself (individual insurance) or with the companies in which this person worked (corporate insurance);
- when assessing the risk during underwriting, it is possible to obtain information about all insurance contracts for this client;
- there is an opportunity to see all the notifications and letters that were sent to the client in the entire history of the insurance contract support;
- for each insurance contract, a history of all changes to the terms of the contract is available in the form of separate versions of documents;
- from the insured event case, you can move to the insurance policy case, from which you can gain access to all the insured event cases of this insurance contract.
All documents of the archive are electronic images obtained from the original documents, which guarantees the accuracy of the information. Documents can be stored in a recognized form, which provides a search not only for individual details of the document, but also for any combination of words directly in the text of the document. Search and access to documents is carried out within a few seconds.
Documents can come to the company from different sources (insurance agencies, brokers, contractors) in various configurations (heterogeneous, in sets according to the client, in packages according to the types of contracts). Some of the documents may come in electronic form.
Most of the documents are created in-house. For each case, a unique mechanism for placing documents in an electronic archive can be used. Several basic methods are discussed below.
Synchronization with the insurance system of the company
The insurance policy data is entered by the company's employees in a specialized insurance system... At the user's request or according to the schedule, the insurance system is synchronized with the electronic archive. In the electronic archive, insurance policy cards are created containing the details received from the insurance system. If the insurance policy card already exists and a request has been received from the insurance system to update the policy details, a new version of the document is created in the electronic archive. The old policy details are retained.
Obtaining documents from territorial agencies
The agencies are connected to the central office by communication channels. The agencies are installing scanners. As the documents arrive, agency employees scan the documents. The documents are automatically transferred to the electronic archive and placed in the file of the corresponding insurance contract or the file of the insured event.
Prompt placement of documents in the archive immediately after they are received by the agency allows the company's specialists to immediately start processing them. This significantly speeds up the cycles of issuing insurance policies and making decisions about insurance payments.
Manual placement of documents by employees
Employees of the company, who have access to the archive with replenishment rights, place documents received in electronic form by "dragging" them from e-mail or from a folder on their computer.
Importing documents from other systems
If the company has systems that automatically create documents for clients (notifications, newsletters, etc.), the procedure for importing these documents into the electronic archive is configured. The documents are automatically included in the file of the corresponding insurance contract.
Streaming scanning and document recognition
Documents that enter the insurance company in sets under corporate insurance contracts, such as bank insurance certificates, can be placed in the electronic archive automatically using high-performance stream scanners. After scanning, the identification of the details and content of documents and identification of the attributes are performed. This makes it possible to place documents in the archive in an orderly manner according to customers and corresponding insurance contracts.
Setting up mechanisms for placing documents in an electronic archive allows you to automatically create a structure for storing documents in accordance with the rules laid down in the system. Creation of folders in the archive structure is performed completely without user participation.
Support for specialized workplaces
Working with documents in some cases requires the organization of specialized user workstations. The most prominent examples are jetscreening and underwriting jobs.
The jetscreening procedure, which consists of verifying the details of the insurance application entered into the insurance system with the original document, can be effective only if the convenience of verifying the details in electronic form outweighs the usual verification of paper documents. The use of specialized 21-inch monitors and split-view allows you to organize the verification procedure with the maximum convenience for users. This mode splits the screen into two parts. One part contains a full-size A4 document page. The other part displays the details of the document that require verification. All data for verification is at the employee on the monitor screen.
In this mode, underwriting specialists have additional options that allow them to fill in the weights necessary for assessing risks. Organization of work places for specialists in this way allows you to get away from working with paper documents and go completely to working with documents in electronic form.
Additional system capabilities,
business process support
When working with insurance contracts, specialists need to monitor the status of insurance policies. For the underwriting procedure, there can be more than a dozen such conditions: checking details, underwriting, requesting additional information, medical examination, lack of money, request for approval of the insured amount, refusal to issue a policy, readiness to issue a policy, etc. Policy statuses are maintained using document lifecycle mechanisms. Setting up certain procedures allows employees to track which policies are in a particular status, which policies require further processing. Employees at their workplaces monitor the status of documents and, as the documents move to certain statuses, carry out further processing of documents.
An additional advantage of processing documents in electronic form is the system's support for business processes. In this case, it is no longer employees who track the statuses of documents, but the system automatically transfers the document from employee to employee in accordance with the specified document processing procedure. This allows you to further reduce the processing cycle of documents and improve such indicator as the time of issue of the policy.
Audit, reporting, control
An important element of document processing is the reporting and control procedure. Convenient reporting tools are configured to receive aggregated data in the form of tables in Excel format. This allows users to copy the reported figures to summary reports or use for further calculations.
The reporting system is also used to control:
- documents that are in certain states of the life cycle for more than the number of days specified by the regulations;
- documents for which there are no originals;
- documents entered into the system by a specific agency;
- performing discipline in working with applications;
- policies not delivered to the policyholder, etc.
Internet access
More and more often, a mandatory attribute of corporate systems is the ability to present information by the client via the Internet. This feature allows you to reduce the time for clients to access information and improve the quality of information provision.
Using corporate content management tools as part of a company's corporate information system simplifies posting information on the corporate website. This can be both the automatic publication of the news information that is transmitted to customers in the form of notifications and newsletters, or the organization of online access for customers to their personal insurance contracts. Online access allows customers to track the status of insurance policies and decisions on insurance payments, transfer the requested information to the company's employees, send applications for changes in insurance contracts and other information that requires prompt communication.
Effects of use
Summarizing the above, the following effects can be noted from the use of an electronic archive in an insurance company:
- optimization of the work of specialists;
- exclusion of the probability of loss of documents;
- accelerating the cycle of issuing insurance policies;
- acceleration of the cycle of decision-making on insurance payments;
- accelerating the response of call-center specialists to customer requests;
- increasing the degree of information content and openness of the company to clients;
- control of processing and passing of documents.
Analyzing the effects of the use of electronic archives and automation of document flow in an insurance company, we can confidently assert that the use of document management systems in the insurance business brings tangible economic benefits and competitive advantages. The annual growth in the volume of processed information will soon make work without these tools simply unthinkable.
O.M. Pashin
Head of
system solutions
"KORUS Consulting"
Signed to print
10.12.2007