Van Ameyde Improves Time to Resolve Claims by 30% With OutSystems

Challenge

Wanted: highly-customizable claims management workflows with SAP integration

Van Ameyde needed to customize the claims management process for each client, from call center through to claims workflow, while retaining full control over each backend claim resolution and payment through SAP. Their goal was to provide customers with the best service and transparency levels in the market. Van Ameyde needed a system flexible enough to adapt to each customer’s requirements in just weeks.

The new application would have to provide employees with standard processes, provide the ability to customize each client’s processes and workflows, and yet reflect each country’s specific legal, currency, and language requirements. Van Ameyde also had the strategic objective of ensuring that the new system would allow for easy changes in the future, supporting the company’s planned growth.

Van Ameyde selected OutSystems to customize their claims management process because:

• OutSystems provides robust integration to SAP, like it was part of the SAP toolset.
• The agile methodology supports an iterative approach.
• The platform’s business process management capabilities.
• Flexibility and easy implementation of process and workflow changes without the need to customize SAP further.
• Multilingual and multi-country support allow customization across geographies.

Solution

ECHO: simplified, centralized, and customized claims handling

Understanding the importance of fluidity and flexibility to their market, Van Ameyde used OutSystems to build and deploy its European Claims Handling Optimization (ECHO) system, which now provides customized claims handling based on each customer’s service level agreement and their specific country’s requirements.

ECHO maintains standardized end-to-end resolution flows, centralized claims handling information, tight integration to the SAP backend, and an easy-to-use front-end interface to their 700+ employees across Europe.

ECHO has exceeded Van Ameyde’s and its customers’ needs, providing a 30% improvement in the time to resolve a claim. The system is also highly flexible (and is constantly being enhanced), needing only four weeks to push out new releases and only 20 days to add a new feature.

OutSystems has effectively given Van Ameyde a leg up on the competition, helping the company to process more than 400,000 claims a year and being scalable enough to handle many more without impacting service - a major boost in the claims handling world.

Key functionality and highlights of ECHO:

• Deep integration with SAP, which runs all of the company’s financial operations, to ensure full information alignment across departments, eliminate duplicate and error-prone administrative tasks, and leverage previous IT investments.
• Available to 700+ geographically-dispersed employees that handle claims through VPN and MPLS connections. As the company expands, ECHO’s scope can be extended with no business or technological impact.
• Automatically triggers customized process workflows according to each customer’s Service Level Agreement (SLA), as soon as an email is received from a customer.
• Provides standard end-to-end resolution flows, which are tailored to specific regional requirements – supporting 16 countries, 12 languages, and 6 currencies.
• Includes front-end management and operation dashboard reports to provide Van Ameyde customers 24/7 access to detailed performance information such as number of claims, their status, SLAs, and progress.
• Allows digital file upload, ensuring that each process is fully documented. Users’ actions are logged and fully traceable.
• Centralizes all information related to claims handling, regardless of location, nature, and country of origin of the people and insurance companies involved.
• Fosters collaborative work between branches, simplifying and accelerating the resolution of international processes.