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Case Study

Automating Policy Issuance for a Leading Insurance Provider

Client Overview

A leading insurance provider specializing in a wide range of personal and commercial coverage options—including property, liability, and specialty insurance—was facing challenges in the manual policy issuance process. The client’s Package Issuance team was spending a significant amount of time filling forms, verifying policy details, and managing documentation across multiple systems.

Challenges

  1. Manual Data Entry – Team members manually extracted data from Issuance Instruction documents and filled in policy details in BI Workstation, increasing the risk of human error.
  2. Multiple System Dependencies – The process required constant switching between Transaction Manager, HOST application, BI Workstation, E-Library, and Product Catalog to complete a single policy.
  3. Time-Consuming Verification – – Policy details had to be cross-validated in the HOST application to ensure printing accuracy, adding delays.
  4. Inconsistent Policy Issuance Times – Turnaround time varied based on the complexity of each queue item and the manual effort required to complete it.

Solutions: Intelligent Automation of the Policy Issuance Workflow

To streamline operations, RESOLVENT implemented a custom RPA solution that automated the end-to-end policy issuance workflow. The bot was designed to interact with all relevant systems and perform the following key steps;

  1. Queue Monitoring in Transaction Manager – The bot continuously scanned for new policy issuance requests.
  2. Automated Document Parsing – Extracted relevant data from the attached Issuance Instruction Word document using intelligent document processing (IDP).
  3. Policy Data Entry in BI Workstation – Automatically opened the corresponding policy and filled out fields, including Loss Payee, Mortgagee, General Liability, and coverage types (e.g., Common, Deluxe).
  4. Data Validation in HOST Application – Cross-verified policy details to ensure consistency with printed outputs.
  5. Reference Lookup in E-Library & Product Catalog – Retrieved relevant PN and ADL form guidelines as needed for compliance.
  6. Reference Lookup in E-Library & Product Catalog – Issued the policy in BI Workstation, updated the transaction status in Transaction Manager, and logged a summary report.

Results & Impact

  • 55% Reduction in Policy Processing Time – Automation reduced the average policy issuance time from hours to minutes.
  • 99% Data Accuracy - Automated data extraction and validation significantly reduced human error.
  • 40% Decrease in Operational Effort - Staff could focus on exception handling and customer service rather than repetitive data entry.
  • Improved Compliance & Consistency - Leveraging built-in rule sets and references from E-Library ensured regulatory and process adherence.
  • Faster Turnaround & Enhanced Customer Experience - Policies were issued faster, improving service delivery and customer satisfaction.

Conclusion

By implementing an RPA-powered solution, the client transformed its policy issuance operations, leading to significant time savings, improved accuracy, and enhanced team productivity. The intelligent automation seamlessly integrated with existing systems and workflows, demonstrating the power of RPA in streamlining complex, document-heavy insurance processes.