Enhanced Customer Onboarding

The client is a prominent insurance company. They were seeking to improve their onboarding process for their customers. The customer’s sales teams are spread throughout the country and are responsible for acquiring new clients. The application process policy was through a paper form containing supporting documents. These were then screened and submitted for completion of the onboarding process to a central operations team. The method was manual, and the onboarding formalities had a high turnaround time (TAT) of around ten days. Depending on new campaigns and offers, the influx of forms varied and was unpredictable at times, which resulted in staffing challenges to meet the demand.

We developed a solution using a combination of artificial intelligence and automation to automate close to 90% of the customer onboarding process. We started with digitizing the insurance application at the source by capturing scanned forms using computer vision. The data was then captured and exported to automatically complete for underwriting within the companies Policy Administration System. Ntansa’s team reduced the total turnaround time to less than 60 minutes for onboarding customers, including the time required to scan the documents. Increased validation was added at the local scanning sites to validate supporting documents.  The document validation process helped to ensure less interchange between the operations team and sales team.