Optimizing Claims for an Australian Superannuation Fund

This case study details the collaboration between a major Australian superannuation fund and Apromore, focusing on optimizing the claims handling process. The superannuation fund faced operational challenges, including a complex claims process with over 520 case variants and high member interaction rates, which resulted in inefficiencies and customer dissatisfaction. Apromore implemented process mining technology to analyze over 630,000 transaction records, providing insights into real-time process flows and identifying root causes of delays. The partnership led to significant improvements, including AUD 150,000 in cost savings within the first three months and an estimated annual ROI of over AUD 600,000. The study highlights how enhanced visibility into process inefficiencies and streamlined operations contributed to a more customer-centric approach, ultimately transforming the claims handling process and reducing overhead costs. The results underscore the importance of integrating process mining into long-term operational strategies for continuous improvement.