Farm Bureau Insurance: Speeding up claims processing

The Problem

The claims department within a Farm Bureau Insurance company was processing roughly 200 claims per day, which took on average 4-6 minutes per claim.

Not only was this fully manual, but the proper integrations were not in place to send the claims to the right adjuster. Past attempts at automation were unsuccessful, as rules-based processing could not handle template changes, new vendors, or interface with attachments like documents, pictures, etc. To add to this dilemma, when storms hit various regions the claims intake volume increased substantially leaving them to find internal resources outside of their department to help with the backlog. This left the claims and policy team feeling overwhelmed, overworked and unable to provide the level of customer service that their organization desired.