Chris Govaerts

Extra scope for service and advice thanks to document processes being digitalised/automated

Chris Govaerts, COO

Scanning/OCR of policy and claims documents

Van Dessel receives large volumes of policy and claims documents by post and e-mail, and dealing with them was a time-consuming job! The new procedure – scanning documents by Arco, OCR and integration via BRIOplus (Portima) software– comprises the following steps:

1. Reading in documents
   • Incoming e-mails are captured automatically
   • Incoming post is scanned
2. Assigning suitable properties (OCR)
   • Claims, policy and/or customer numbers are captured and compared with the customer database
   • Document types are recognised
   • Limited manual checks are performed, aside from 75% to 90% fully automatic recognition
3. Task scheduling
   • Documents made ready for processing as a task in BRIOplus
   • Assigned to the appropriate file manager
4. Digital digital archive of policies and claims documents
   • All documents are put in a digital file, linked to BRIOplus
   • Direct accessibility
   • New documents are filed automatically in a digital insurance archive (paper archive becomes redundant)

Scanning and digital filing: significant benefits

1. Archive space for storing paper files turned into a meeting room
2. Sizeable reduction in processing times in the central administration department, incoming post ready much more quickly
3. File Managers
   • Incoming e-mails no longer manually assigned to a file
   • No physical retrieval of paper files
   • Direct digital access to entire files: the customer receives an immediate response to any queries
4. Reliability
   • All incoming documents – whether scanned or by e-mail – are processed
   • Clarity regarding task status because each document is assigned a BRIOplus task
5. No scanning
   • E-mails are assigned automatically in BRIOplus
   • More e-mails.