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Economic Evaluation and Optimization of the Degree of Automation in Insurance Processes

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  • Kathrin Braunwarth
  • Matthias Kaiser
  • Anna-Luisa Müller

Abstract

In the context of value and customer orientation there are various requirements concerning the process – especially in insurance companies: processes are meant to be standardized, automated, and flexible. It is in question whether a fast and cheap automated processing is preferred to manual handling. For which claims and which process steps is it of economic value to have the flexibility and the competence and ability to solve problems of human operators at your disposal? Various combinations, representing different degrees of automation, are possible. The different degrees of automation for the processing of an insurance claims are compared and resulting cash flows are determined. It is essential to include all consequences that can be attributed to a single process and to consider customer reactions and restrictions to the capacity of processing. Instead of using heuristic rules to decide on automation in practice, here the decision is flexible and depends on the given situation. Viewing an aggregated number of insurance claims it is possible to deduce information about the performance of the process. The model is exemplarily illustrated with help of a part of the process for handling own damage glass claims. Copyright Gabler Verlag 2010

Suggested Citation

  • Kathrin Braunwarth & Matthias Kaiser & Anna-Luisa Müller, 2010. "Economic Evaluation and Optimization of the Degree of Automation in Insurance Processes," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 2(1), pages 29-39, February.
    • Handle: RePEc:spr:binfse:v:2:y:2010:i:1:p:29-39
    DOI: 10.1007/s12599-009-0088-6
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    References listed on IDEAS

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    1. Nikolaus Beck, 2006. "Rationality and Institutionalized Expectations: The Development of an Organizational Set of Rules," Schmalenbach Business Review (sbr), LMU Munich School of Management, vol. 58(3), pages 279-300, July.
    2. Homburg, Christian & Sieben, Frank & Stock, Ruth, 2004. "Einflussgrößen des Kundenrückgewinnungserfolgs: Theoretische Betrachtung und empirische Befunde," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60492, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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    Cited by:

    1. Maik Dehnert, 2020. "Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1071-1113, November.
    2. Key Pousttchi & Alexander Gleiss, 2019. "Surrounded by middlemen - how multi-sided platforms change the insurance industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(4), pages 609-629, December.
    3. Patrick Afflerbach & Gregor Kastner & Felix Krause & Maximilian Röglinger, 2014. "The Business Value of Process Flexibility," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(4), pages 203-214, August.

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