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The impact of COVID-19 on insurance companies & customers: How can automation help?

April 27, 2020 - Vishal Swami Product Manager, EdgeVerve


The world is going through an unprecedented situation due to the COVID-19 pandemic. None of the regions have remained unaffected by this disease. It is an unforeseen situation in which most of the world population is under a lockdown or restriction of movement. This leads to new challenges for all the industries and businesses on how they continue to service their existing and new customers with a reduced workforce.

The situation created by COVID-19 being a health emergency is generating plenty of work for insurance companies, where customers are looking for answers and faster turnaround on insurance claims. It has led to many customers trying to get in touch with customer support teams of insurance firms across the world. With strict restrictions in place across all the major countries on the movement of people, it has led to a dramatic reduction in the availability of employees and support staff, as remote working is a challenge. In this situation, Robotics Process Automation (RPA) and Chatbots powered by Machine Learning capabilities can help in bridging the gap.

Automation can help insurance companies in below areas to sail through this situation:

AssistEdge provides a cohesive automation platform through its products like AssistEdge RPA 18.0 and AssistEdge Engage 1.0. AssistEdge RPA 18.0 provides the capabilities to build and run both “Unattended” and “Attended” intelligent automations. AssistEdge Engage 1.0 brings in AI-driven automation in the area of customer support services, which helps you in making transformational changes through its capability of providing 360-degree customer view, guided assistance for agents, and one-click smart automations.

What we discussed above are only few areas from insurance industry, but automation can play a big role in other processes also like underwriting, policy management or regulatory compliance. Automation can not only help insurance companies in managing the current crisis successfully but also helps them build capabilities for the future.

Vishal Swami

Product Manager, EdgeVerve

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