5 min readThe Power Platform for Insurance: automating car insurance claims with PowerApps, Flow and Power BI

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Power Platform for Insurance

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.