Old Mutual Funeral Claims Process Re-Engineering

This case study outlines the collaboration between Old Mutual and SS&C Blue Prism to enhance the funeral claims process using business process management (BPM) technology. The document details the transition to a cloud-based environment and the upgrade to the latest version of the Chorus BPM system. The objective was to streamline workflows and improve service response times, particularly for funeral insurance claims, which had faced challenges during the global pandemic. The re-engineering effort focused on reducing the processing time from the industry standard of 48 hours to under eight hours, achieving a 99% success rate in claims paid within this timeframe. The new process involves automated validation checks and improved communication with claimants, significantly enhancing the customer experience. The project was completed in three months and resulted in a 43% improvement in turnaround time, allowing Old Mutual to redeploy staff to other areas of the business. The success of this initiative has prompted plans for further process evaluations to drive additional efficiencies.