Business Challenge 

In its daily operations, Allianz previously faced a high volume of manual work in administering insurance claims, as each case involves a large amount of data that must be managed across multiple IT systems throughout its lifecycle. Due to its extensive customer base, processing contracts also represented a constant and significant workload. In addition, employees had to handle large, campaign-like batches of tasks accurately and within tight deadlines, which increased their workload even further. 

To address these challenges, the management decided to implement Robotic Process Automation (RPA) solutions to automate processes and improve operational efficiency. 

Solution 

Allianz took its automation efforts to the next level with the support of Abesse’s experts. Abesse assessed the previously implemented robotic processes, identified opportunities for optimization, and as a result, the efficiency of automation significantly improved. The required robot runtime decreased, and overall system resilience increased. 

The project team expanded the range of robotic solutions by automating additional processes. Throughout this work, the assessment, design, and implementation were carried out using a proven methodology based on vendor best practices. Building on the manual processes, the new automated solutions were designed with automation-focused principles in mind, resulting in faster, more stable, and scalable operations. 

Results 

Introducing new technologies and changing daily operations always means additional effort for employees. Nevertheless, at Allianz, business units are increasingly requesting new automation initiatives as they recognize the benefits of robotic process automation. A large proportion of high-volume processes can now be handled end-to-end by robots — from claims registration to financial settlement administration — significantly reducing the workload of employees and allowing them to focus on complex, non-standard cases. 

By adopting RPA, Allianz has significantly increased its operational efficiency: process turnaround times have been reduced, employee capacity has been freed up, and greater focus can now be placed on higher value-added tasks and personalized customer service.