MSIG Singapore has made two new additions to its virtual workforce – Zac and Velma. They don’t have last names because they are robots.
The new hires were designed using UIPath Robotic Processsing Automation (RPA) software in partnership with NCS Pte Ltd, a leading information communications technology service provider and subsidiary of Singtel.
Zac is in charge of processing travel claims submitted online, taking over the repetitive task of entering information into the system and printing out acknowledgement letters to send to claimants. Automating the process cuts down the processing time for MSIG’s travel claims registration and acknowledgement from 14 minutes to three minutes.
Velma, meanwhile, enters the vehicle details of new motor fleet policies into the system. Instead of the two minutes on average to key in one vehicle policy, it takes 40 seconds. It is also able to handle policy validation and cancel maid or foreign workers’ policies with expired bonds from the system when instructed.
“[RPA] presents an opportunity for insurers to digitise their processes further and enhance customer experience through faster turnaround times,” said Sharon Teo, senior vice president, corporate services and project management office of MSIG Insurance. “NCS’s deep experience in implementing RPA has enabled us to roll out the initiative within a very short timeframe. We are seeing increased agility in our processes now that our employees are freed up to focus on higher value-added tasks. Our partnership with NCS has produced great results and we look forward to this ongoing collaboration.”
According to a statement by MSIG and NCS, the two firms are planning to extend their partnership and develop more RPAs over the next six months. These bots will help the insurer’s claims registration and policy processing functions, as well as other department processes, if needed.
“We are pleased to help MSIG leverage our expertise in robotic processing automation to improve their customer experience with faster, more accurate processes,” said Chia Wee Boon, chief executive of NCS. “With the growing emphasis on business process enhancement through automation, we look forward to continuing our partnership with MSIG as they embrace innovation to transform customer engagement and be at the forefront of this changing technology landscape.”