5 min read

The Power Platform for Insurance: automating car insurance claims with PowerApps, Flow and Power BI

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Earlier this week we took a good look at the Power Platform for the Insurance sector. In this third part of our Power Platform for insurance series, we’re looking at automating car insurance claims processes using the Power Platform’s capabilities, and integrations with the wider Microsoft stack.

There are endless use cases and opportunities to Analyse, Act and Automate processes within your own insurance business, in particular with over 400 new capabilities released across Dynamics 365 and the Power Platform this month. This short use case will provide some context for the tools in action, showcasing incredible customer and partner engagement and highlight rich data insights.

A summary of the Power Platform

For those who haven’t read our recent articles on the Power Platform, here’s a short summary before we jump into the car insurance claim scenario.

The power Platform’s capabilities can be summed up in three key words: analyse, act, automate, known within Microsoft circles as the Triple A-Loop. The tools combine the capabilities of three key products, namely:

  • Microsoft Power BI: this analytical platform allows organisations to build and lead a data-driven culture. All users are given the power to turn data into insightful visualisations, driving quick and informed decision-making.
  • Microsoft PowerApps (including PowerApps Portals): these tools allow users to build custom apps same day instead of undertaking a month long development process, connecting to existing data and systems and solving specific process and business needs.
  • Microsoft Flow: is low-code / no code functionality that allows users to self-build automated workflows in minutes across hundreds of popular apps and services.

With Microsoft’s proprietary technology, users of all skill-levels, from pro-developers to authorised administrators can analyse, act upon, and automate data in ways that have never been possible before at business user level.

Automating car insurance claims processes using the Power Platform

Although fairly new to market, Redspire are deploying Power Platform capabilities to solve business pain for our Banking, FSI and Insurance clients and automating processes through all levels of their businesses.

In this scenario, we’ll showcase a user journey after automating car insurance claims processes using the Power Platform. The main functionality used here is PowerApps, supported by Office365, Flow and Power BI.

  1. A customer has an accident and needs to report the incident to start the claims process. Historically, policyholders would call the claims line to begin the claims process, however, digital natives are increasingly looking for mobile or desktop first reporting methods.
  2. Whether the policyholder has called the claims line and been signposted to the online functionality or logged into their account to begin their claim, a secure PowerApps Portal has been created to begin the claims process. The customer is asked to log in. Secure personal data will be pre-populated and the policyholder can submit the details of their incident within the requested fields, with the capability to upload images of the damage for assessment too.
  3. Using postcode data held against the policyholder, a Microsoft Flow has been created to pull through a choice of local car garages and automate the process of sending the claims data, photo of the vehicle damage and a request for quote (RFQ) to this selection of garages.
  4. Once received, the garages who received RFQ will be able to submit a quote for repair work via a bespoke Canvas PowerApp, supported by pre-determined Flow functionality.
  5. Once three quotes have been returned, Flow sends an automated Office 365 email to a claims processor, who can log in to a Model Driven PowerApp to review the quotes for repair work provided.
  6. Once reviewed and authorised for next stage by as assessor, these quotes for repair work are sent along the next stage of the automated process. Confirmation of the accepted quote is sent to the garage and the customer to arrange for completion of work.
  7. The selected garage completes the repair work and provides a completed status on the Canvas PowerApp once work is complete, notifying customer and insurer that the work is complete.
  8. Payment for repair work is automated via Flow and third part payment solutions.
  9. Flow sends out a Forms Pro survey to capture customer feedback on both the garage and claim experience, enriching customer service data and informing satisfaction scores.
  10. PowerBI can provide granular reports on customer satisfaction or wider data insight in the volume of claims, costs, types of damage, car models, garage satisfaction rating and so on.

Redspire and the Insurance sector.

This short scenario is barely scratching the surface of the capabilities of the Power Platform for the insurance sector. At Redspire, our delivery team can’t recommend the tools highly enough. We’re leading radical digital transformation in the insurance sector via these new and constantly emerging world-class Microsoft technologies. Together, we’re helping insurers understand and engage customer needs and deliver seamless, proactive and personalised experiences. We’re not just improving the claims process, we’re helping insurers digitise and automate all types of processes from underwriting to broker management.

If you’d like to find out more about how the Power Platform’s Triple-A-Loop can support your Insurance firms through its next phase of digital transformation, get in touch with our team of specialists today on 0845 226 8170 or email us at info@redspire.co.uk. For an overview of how Dynamics 365 and the new and emerging tools from Microsoft are driving change in insurance, download our Digital Insurer white paper now, or sign up to receive our Power Platform e-book when it launches next week.

9 min read

Power Platform for Insurance: harnessing the power of Power BI, PowerApps and Flow

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There’s been a lot of noise coming from Camp Microsoft on the Triple threat (or Triple A-Loop) of Power BI, PowerApps and Flow in the last year and we’re seeing some excellent use cases of the tools in action within the Financial Services sphere

At Redspire, we can’t recommend the Power Platform for Insurance firms highly enough. Microsoft, as always, is leading the way in the evolution in the insurance sector, bringing over 400 enhancements to Dynamics 365 and the Power Platform in the most recent release. The tech giant’s investment in Artificial Intelligence (AI) and low-code, no-code technologies directly support insurance businesses through the on-going digital skills gap and enable business users of varying capabilities to build apps, visualisations and workflows and improve business performance via simple point-and-click technology.

At Redspire, we’re working closely with our insurance clients to maximise use of the latest releases. Our clients in the insurance sector have undergone rapid digital transformation with Microsoft Dynamics 365 business applications in recent years. Progress has been made to shatter barriers between departments and insurers no longer approach each policy, person or departments as standalone but part of a connected universe of data that provides valuable insights to business performance. The Power Platform – with it’s integrated AI-infused technologies and the recent announcement of Wave 2 enhancements – opens up unlimited opportunity to harness the power of that data-unification. With hundreds of data connectors and a toolkit built on a common data language, insurers can achieve peak productivity, maximise engagement and provide data-driven decision making to manage their brokers, customers, products, policies and claims.

Yet across Banking, FSI and Insurance, many of the new clients we meet are unsure about the Power Platform and how it can be deployed granularly within their organisations. And more importantly, just why they should invest.

So, what is the Power Platform?

Power platform can be summed up in three keywords: analyse, act, automate. Known within Microsoft circles as the Triple A-Loop.

The toolset allows users to automate processes across the Microsoft stack and beyond. It ensures that everyone with permissions within your insurance organisation has the ability to build rapid business solutions, and solve all types of daily or organisational business pain.

The Power Platform combines the capabilities of three key products – Power BI, PowerApps (including PowerApps Portals) and Flow. With Microsoft’s proprietary technology, users of all skill-levels, from pro-developers to authorised administrators can analyse, act-upon, and automate data in ways that have never been possible before.

The tools have been developed upon the Common Data Platform and are designed to work together for maximum business value. All users within the business with suitable permissions can quickly and easily build custom apps that solve immediate business pain, automate complex workflows to improve business productivity, and analyse data for insights – no matter their technical expertise or capabilities.

Act with PowerApps for Insurance

PowerApps allows everyone from developers to business users within your insurance business to create interactive apps that support with specific business scenarios from Claims processing and renewals to risk and compliance. Tying onto a specific  Dynamics 365 use case or standalone, your in-house teams will be able to react quickly to ever-changing customer, partner, product, claims and compliance needs, all without writing a single line of code. Or having to engage with a developer partner. Integrating neatly with Dynamics 365, the Common Data Service, other line of business systems and accessible by Power BI and Flow, users across the organisation can carry out tasks and complete processes quickly and efficiently on their device of choice, with the information flowing back into the CRM. Supported by hundreds of point and click Flow connectors, the data captured within the apps can be used to automate processes and drive insight like never before.

PowerApps puts the power to automate back in the hands of the insurance business and solve challenges in real time by creating focused journeys. To summarise the benefits of power Apps you can:

  • Easily build apps within a full feature low-code/no-code point-and-click platform
  • Connect to all of your valuable data with a suite of pre-built connectors or custom connectors
  • Put your data to work with the Common Data Service for Apps
  • Integrate neatly with Office 365, Azure, Dynamics 365, Power BI and Microsoft Flow
  • Make use of strong enterprise governance & security
  • Access Pro-develop extensibility

Sample use cases for PowerApps for Insurance include:

  • Improve and complete policyholder on-boarding in real time with bespoke PowerApps and PPowerApps portals, designed to capture the required data for each scenario. Create Flows to connect this data to the next step action in the process and automate risk and compliance controls too.
  • Automate task-led business process flows like renewal processes or escalations for medical underwriting.
  • Manage the claims process more efficiently. Provide loss adjusters or even customer access to a front-facing app where they can answer the required questions, capture and attach jpeg or png photo evidence or pdf and word supplier quotes for repairs. Feed their responses directly back in the CRM and automate to next stage with one of 250 out of the box Flow connectors.

Recent enhancements for PowerApps in Insurance

Recent announcements from Microsoft include the wide release of AI builder for Power Platform. One of our top picks from the functionality is object detection. This provides the capability for AI to read, understand and translate photographs of handwritten notes and convert into word documents, or analyse text from Excel or PDF and feed directly into the appropriate Dynamics 365 fields. The time-saving capabilities of these tools are immense.  Anywhere you can rekey data, you can feed to power app, AI will read, recognise the data and populate it. This will be extremely helpful for rebuilding and legacy platforms.

Analyse: Power BI for insurers  

Power BI is Microsoft’s market-leading intelligent business analytics solution. With familiar Excel-like controls, with Power BI, users can connect a multitude of data sources – legacy on-premise, in the cloud or elsewhere –  to gain valuable insights, analyse trends and make rapid, data-informed decisions. Data is visualised helping teams share insight, collaborate and report across the entire organisation, on any device. With in-built governance and security, sharing customised dashboards and interactive reports with the right teams at the right times becomes process-led, with the right risk controls in place to protect the sensitive information in your business.   

Some sample use cases of Power BI for insurers 

  • Power BI allows users to visualise real time insights and analysis of losses from insurance claims. This constant feed of data empowers business users to highlight trends across the business and leverage underwriting data to make prudent business decisions, minimising future losses.  
  • Create visual reports to analyse your brokers, agencies and intermediary performance levels. Understand which relationships are working well or which may need urgent attention. Visually view gross written premium per broker and understand the cost of each new policy or renewal.  
  • Closely analyse policy and product performance. If a product is performing particularly well within a certain demographic or geographical area, this may inform a reactive marketing campaign or a review of the policy price point.  

Recent enhancements for PowerApps in insurance  

Within the latest Power Platform release, Power BI improvements focus on four critical areas that drive a high performance data culture. Largely AI focused, these are: intuitive experiences, a unified BI platform, big data analytics, and pervasive artificial intelligence.  

Automate with Flow for Insurers  

Microsoft’s Flow – again, low code, no-code, point and click functionality –  puts power to create complex workflows within your organisation. It uses over 250 out of the box connectors to automate all types of processes and removes the risk for human error stalling a journey’s progress. Once the Power Platform has been implemented and adopted by your workforce, Flow removes the need for developer support to create workflows, heavily reducing costs and implementation time for new business critical or improvement processes.   

Like the rest of the Power Platform, Flow provides point and click functionality that connects legacy technology infrastructure. Out the box connectors integrate not only with Microsoft tools but less well known systems too. Secured within the Microsoft cloud, these workflows provide the functionality to move your insurance business forward.  

Some sample use cases of Power BI for insurers 

  • Flow can connect sales journeys, policyholder on-boarding and renewalsClients or intermediaries complete front-facing PowerApps Portals forms are then connected to the next stage of the process for action, review, risk, approval, decline. With data feeding directly into the CRM, a risk audit trail is created, productivity maximised and data accuracy maintained.  
  • When call centre activity spikes – for instance, regarding storms claims when the UK has been hit with bad weather – Flow can be connected to a quick deployed bot that can direct clients towards self-service options for lodging the claim or answering frequently asked questions 

Recent enhancements for Flow in insurance 

Microsoft Flow’s new functionality creates smarter, more meaningful experiences in three key areas. Users – again with varying levels of expertise – can leverage world-leading business process capabilities, work off-line and make use of rich administration tools that drive connectivity across the insurance business.  

Why invest in the Power Platform?  

A recent Economic Impact study of Dynamics and the Power Platform highlighted that the average cost of app development is reduced by 70% with PowerApps and Flow, with £2.9 million avoided in application development and management costs. These types of cost savings are indicative of the costs and productivity savings that can be made with each individual solution within the platform. Combined with no-code capabilities that drive high user adoption, it’s clear that return on initial investment is high. And with the tools included within the standard Dynamics 365 licensing, it’s easy to get started with Power Platform today.  

Redspire and the Insurance sector.  

At Redspire, we’re leading radical digital transformation in the insurance sector via world-class Microsoft technologies. Together, we’re helping insurers understand and engage customer needs and deliver seamless, proactive and personalised experiences. We’re improving underwriting processes, loss ratios and policy lapse rates whilst reducing customer churn. In the new, differentiated marketplace, everything is to play for.  

If you’d like to find out more about how the Power Platform’s Triple-A-Loop can support your Insurance firm through its next phase of digital transformation, read how the Power Platform can automate a claims scenario,get in touch with our team of specialists today on 0845 226 8170 or info@redspire.co.uk. For an overview of how Dynamics 365 and the new and emerging tools from Microsoft are driving change in insurance, download our Digital insurer white paper now.  

6 min read

Digitising Data in Insurance

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In today’s digital-first world, our way of life is constantly evolving. How each of us is connected to each other, the companies we use, the goods and services we procure and how they’re delivered to us today looks very different to the digital landscape of just a year or two ago.

Despite a cautious approach in the early days of digital transformation, digitising data in insurance is well underway. As with the wider Financial Services sector, insurance is in a process of on-going, accelerated change, and it’s steering how the c-suite approach operations and policyholder service delivery. As insurance goes digital, competition for customer spend and attention is fierce, bringing opportunity to differentiate on brand proposition, service and experience. The onus isn’t just on attracting and retaining customers, it’s on ensuring a unified experiences across the entire portfolio.

Recent research by Microsoft has shows that 76 per cent of customers and prospects have researched your website or done a web search on their query, before they make contact with an insurer. Bruce McKee, financial services industry manager at Microsoft UK says: “By the time they’re on the phone, they already know a lot about the products they want so they’re likely to ask more difficult questions and expect increasing levels of expertise from staff.”

For your insurance business to not just survive but truly thrive, the c-suite are encouraged to focus energies and investment on building CRM driven service and operations. Create a digital-first culture, implement new technologies that drive meaningful interaction to truly transform the systems and processes that drive employee, intermediary and customer engagement. To find out more, read our Digital Insurer white paper today, watch our Digital Transformation in Insurance video series, or sign up for our Digitising Data in Insurance blog series, direct to your inbox.

  1. Deliver omni -channel user experiences via a customer centric CRM to gain competitive advantage and drive long-term customer and agent loyalty

When you place your insurance customers at the heart of an interactive business ecosystem, where they can contact you on their channel of choice, as and when they choose, with a unified cross-channel response and real time knowledge and understanding of their needs and issues; you create an immersive sales and service environment that engages. Customer experiences that can’t fail to stick.

Microsoft’s suite of business application tools are delivering these experiences in the insurance sector. Microsoft Dynamics 365 unifies insurance customer data in real time and integrates with tools like Unified Service Desk, Power BI and PowerApps to help build communication networks that drive sales, inspire loyalty, encourage satisfaction and increase customer lifetime value. Digital self-service via low and no code apps, developed rapidly in-house increases team productivity whilst empowering the customer to transact on their own terms, often without ever needing to engage with an agent.

Additionally, the data insights leveraged across these communication tools, from agent channels and customer portals, to mobile, social and web interactions build an invaluable 360-degree view of your customer and their needs. Predicative AI and relationship insights tools support by taking the guesswork out what of your customer needs and next step actions are. When those insights are available to your people, customers are provided with pro-active consultative support and sales conversations land with razor sharp precision.

Looking at the claims process, that single version of the truth and the productivity tools of Dynamics 365, Unified Service Desk and O365 can speed up the claims process, allowing remote assessment, works management and completion, often without the need for loss adjuster visits.

  1. Creating digital workplaces that empower relationships and service excellence

End user customers aren’t the only winners of a unified data system. Unlike other financial networks, in insurance the eco-system contains third party agents and intermediaries that often aren’t directly employed by the firm. Building loyalty and delivering smooth operations to these stakeholders and third parties is imperative to the bottom line.

That interconnectivity of the business, agents and policyholders can be achieved with bespoke portals that feed in directly to the Microsoft Dynamics 365 CRM, connecting household data and documents with the correct product and service at the right price point.

It goes without saying that ease of service is under serious scrutiny at this point in the sale. With customers often talking to a number of insurers, both price and experience are key differentiators. Additionally, intermediaries will naturally steer towards the platforms that provide them with great accessibility and experience and the ability to sell, connect and close quicker.

Unified communication via handheld devices, easy access to product and service information, forms and eSign capabilities that connect product, agent, system and customer can replace a laptop or desktop without compromising on service levels. On an access as required status that secures sensitive customer data.

  1. Providing accurate real-time insights

Real time insights provided by Dynamics 365 allows you to unify all of your customer data, applications, claims and complaints into one easily accessible system. With Dynamics data insights you can better understand customers, accelerate applications and decisions; create personalised insurance offers; gain a 360-degree view of internal and external data, predict customer needs and provide custom solutions.

With constant advances in the tech and new bi-annual releases, teams can progress action and help when there is trouble, automate processes and augment human ingenuity with AI and cognitive capabilities to meet customers where they are.

For call centre staff, access to these insights and unified service data help provide a pro-active service to consumers who are informed and often quite far down a sales pipeline via their own personal research. Microsoft Unified Service Desk collates data from the legacy sources and knowledge materials that help agents answer tricky questions and fulfil customer needs. Data insights impact all areas of customer delivery and improve profitability. Eradicating ageing systems and disparate silos also helps reduce over and under pricing and monitor fraud, depreciating trends and unnecessary claims payouts that are impacting your bottom line.

Digital disruption and transformation is in motion from the top down, and across the financial services and insurance sector, everything is to play for. From new market entrants to established High Street names, insurance firms globally are rapidly accelerating and shape shifting into highly focused, strategically planned, modern and agile institutions.

Microsoft Dynamics 365 and the wider Microsoft ecosystem is steering differentiated customer journeys and operational success. In a rapidly evolving business environment where the strongest and most innovation hungry institutions will thrive and survive, the question is: ‘How does your organisation’s digital strategy stack up?’

At Redspire, when we partner with you, we become your dedicated Dynamics partner throughout your whole improvement journey. We have particularly strong capabilities in Financial Services, FMCG, Government, and Third Sector and we have worked on the biggest operational challenges facing these industries today. From Small Business Banking improvements at CYBG, client and stakeholder engagement at Money and Pensions Service and our expertise in Dynamics 365 and the wider Microsoft ecosystem within insurance firms like Ellipse, Saffron and The Judge, we help our clients achieve operational excellence and project delivery that promises return on investment.

Want to find out more? Download The Digital Insurer white paper today. If you’re ready to chat, contact us on 0845 226 8170 or email us at info@redspire.co.uk. We’ll get back to you right away.