Deploying robotic process automation for claims handling and sanctions screening

Where they started

Lockton International’s UK Operations team had identified clear opportunities to improve efficiency through intelligent automation. Their Claims team was processing around 20,000 messages per year from the London Market claims application CLASS, manually interacting with three separate line-of-business applications to monitor claims, create tasks, assign handlers and manage the end-to-end process. The manual approach was costly, inefficient and prone to human error due to its repetitive nature.

At the same time, the Financial Crime team was responsible for sanctions screening across all new business. Approximately 18,000 checks per year were completed manually using LexisNexis across regional offices — a process that was time-consuming, open to error and exposing risk to the business.

What we did

Having reviewed a number of RPA applications and solution providers, Lockton selected Imagefast to implement Kofax RPA as a platform for delivering intelligent automation solutions. The Claims and Financial Crime teams were the first to benefit from the new automation platform.

CLASS claims automation

Imagefast implemented an intelligent automation solution to monitor the CLASS application and automatically create and assign tasks to claims handlers internally. The solution can handle more requests per day than the human team, with live exception reporting built in. This released the remote workers from the repetitive CLASS monitoring task and increased capacity for the team to deliver value-added work for their clients.

Sanctions screening automation

Imagefast designed and implemented an intelligent automation solution to monitor business applications and automatically run sanctions screening checks in LexisNexis. Exceptions are automatically escalated to the Financial Crime team for approval within 24 hours. The solution is scalable to manage bulk sanctions screening checks based on an Excel spreadsheet, creating opportunity to extend automated sanctions screening beyond the UK and Ireland.