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Transforming Insurance Operations: Leveraging ECM for a Digital Future
Delvag Versicherungs-AG, an insurance specialist serving the esteemed Lufthansa Group, faced a significant challenge with over 4,000 claims annually. Their reliance on paper-based case processing was proving inefficient, especially with their growing business volume. Despite having an in-house insurance application system and document management system, the majority of document steering and processing still relied on traditional paper-based methods. This presented a pressing need for a more streamlined and efficient solution.
Key Takeaways from This Case Study
How cross-disciplinary processes translate into efficiency gains for the insurer
How the enhancement of quality at Delvag is achieved through end-to-end process compliance
How employees actively engage from the beginning and find working with Doxis enjoyable
How the SER Doxis ECM platform lays the foundation for an expanded range of digital customer services
Overview
Delvag Versicherungs-AG, a prominent player in the insurance sector with approximately 310 employees, embarked on a transformative journey in 2015 by leveraging the Doxis4 ECM suite. This comprehensive solution encompasses Archive, Document Management System (DMS), and Business Process Management (BPM) alongside Electronic Files (eFiles) tailored explicitly for managing claims and customer records. This strategic move facilitated enhanced workflow management through digital workbaskets, streamlining claims settlement and underwriting processes. Seamless integration with Microsoft Office, Outlook, and proprietary insurance tools further bolstered their operational agility. With around 110 active users, Delvag handles a vast repository totalling 1.8 million documents and efficiently manages 173,000 existing files. Implementing a robust BPM engine and secure cross-departmental interfaces has significantly amplified process efficiency, reinforcing Delvag’s commitment to excellence in insurance services.
Challenges
Delvag faced a substantial challenge due to the inefficiency of paper-based case processing, mainly when dealing with over 4,000 claims annually. As their business grew, it became evident that they needed to address this issue. Despite having an in-house insurance application and document management system, these systems were primarily paper-oriented. This was mainly because the old document management system needed more crucial functionalities. It lacked search and sorting capabilities for documents, full-fledged eFiles, and, most importantly, the ability to manage and archive documents in a manner compliant with auditing standards. This limitation resulted in a need for more flexibility in structuring complex cases. The absence of an electronic release process also led to the cumbersome manual signing and scanning of documents, sometimes leading to a dual paper and electronic filing system. Delvag recognized the urgent need for a more efficient and long-term solution to this challenge.
Our customers work smarter, not harder. Find out what they have to say.
Our hunt for an ideal solution had reached global proportions, but it turns out that the answer was right in front of us all along – just across the river at SER
DHL
My personal highlight are the audit-proof workflows for all digital release processes: Basically, I don’t have to sign anything anymore. This is really huge progress for me!
Delvag Versicherungs-AG
With Doxis we were able to optimize our processes, which had a positive effect on our HR resources and the quality of our service.
Ärztliche Verrechnungsstelle Büdingen GmbH
The biggest advantage of the system is how it schedules tasks for us, and assigns and monitors retention and deletion deadlines. We used to do this by hand, which was incredibly time-consuming and prone to error.
Deutsche Bahn AG
Now that employees from outside of the Finance department can view contracts and their obligations, there is a lot more understanding regarding our fulfillment of conditions. They identify with the situation and are much more motivated to comply.