Process digitization in the accident insurance business


The client, a leading accident insurance company, was experiencing some problems in its communications processes. If business-relevant e-mails had to be archived during processing, this meant some manual effort and a series of media breaks. Furthermore, the document was only available in the archive with at least one day delay. All this had the consequence, among other things, that not all mail content that would have had to be archived was actually archived.

Case processing was carried out in a hybrid manner: a core system was available for case management and the associated documents were assigned to a physical dossier, but some documents were also archived electronically. In addition to various other restrictions that resulted from this initial situation, the publication of dossiers or parts thereof was particularly time-consuming: either the corresponding documents had to be photocopied or scanned in document-by-document.

Inacta services

In a first step, we worked out requirements for inadox Mail, inadox Dispatcher and inadox Dossier with the departments concerned. Special attention was paid to the various professionally motivated archiving scenarios and their support by the solution. After deriving the specifications for configuration and adjustments and the requirements for interfaces to various peripheral systems operated by external service providers, we also configured and extended the two products and integrated them with the peripheral systems involved - it took only three months from the conception to the productive implementation of the e-mail management solution.

Both solutions are operated by the customer and supported by Inacta. In addition, Inacta accompanied the customer during the digitalization of the paper mail and the subsequent scanning of physical dossiers.

Benefits for the customer

With inadox Mail, the clerk can now archive business-relevant e-mail content with just a few clicks and continue working seamlessly with the results in the core systems. The simple operation considerably reduces the effort for archiving and contributes to the fact that business-relevant mail contents are actually archived in the respective business context.

With the introduction of inadox Dossier, the customer benefits from all the advantages of electronic dossier management in general: spatial independence, traceability and control of access, digital processing. The inadox Dossier provides the user with a whole range of powerful functions for dossier management, including the external publication of documents - with table of contents, numbering and in electronic form.