Creating repeatable processes in insurance

Insurance agencies often manage or struggle with multiple processes, policies, and people. Without standardized workflows, inefficiencies can creep in, creating bottlenecks and frustrating both employees and clients. Here’s how to bring clarity and consistency to your agency's workflows: 1. Identify Repetitive Tasks Start by mapping out your current processes. What tasks come up repeatedly? For example: Claim processing. Policy renewals. Client onboarding. By recognizing these, you can create templates or step-by-step guidelines to streamline execution. 2. Build a Standard Operating Procedure (SOP) Document your workflows into a clear, easy-to-follow SOP. Include: Step-by-step instructions for each process. Decision points where teams might need additional approval. Clear roles and responsibilities. Tools like Trello or Asana can help digitize and track these SOPs. 3. Leverage Automation Where Possible Why spend hours on manual work? Automate repetitive tasks like: Sending reminders for policy renewals. Emailing claim status updates. Generating reports on sales or claims metrics. Automation saves time and reduces human error. 4. Train Your Team Thoroughly Even the best workflows will fail without proper training. Conduct sessions to familiarize staff with: The new standardized procedures. Tools or software introduced to support these workflows. Encourage questions and feedback to make the process user-friendly. 5. Continuously Monitor and Improve Standardization is not a “set it and forget it” approach. Regularly review and refine workflows based on: Employee feedback. Client satisfaction data. Process outcomes. Iterative improvements will keep your workflows effective as your agency evolves. Consistency isn’t just good for efficiency—it’s also a key driver of client trust and satisfaction. Are you currently working to standardize your agency’s workflows? Let’s chat about the challenges or tools you’re considering! 

By now, everyone has heard of the MIT study stating 95% of generative AI pilots are failing. We believe this is a combination of unrealistic expectations of generative AI, and the operating system of the business (process) is missing from the plan. Agents act on tasks, but value is created across well defined business processes. If you don’t model the flow end to end, you get local wins that harm global outcomes. I liken it to RPA’s early days, repeated with bigger stakes. 𝗪𝗵𝗮𝘁 𝘁𝗼 𝗱𝗼 𝗶𝗻𝘀𝘁𝗲𝗮𝗱 𝗠𝗼𝗱𝗲𝗹 𝗯𝗲𝗳𝗼𝗿𝗲 𝗮𝗴𝗲𝗻𝘁𝘀 Turn SOPs, Visio, and tribal knowledge into BPMN that reflects reality. Use AI to draft, humans to correct. Your goal is an explicit blueprint that agents can safely live inside. You can use SPADE (https://lnkd.in/dbR-wcr9) to do this. 𝗦𝗶𝗺𝘂𝗹𝗮𝘁𝗲 𝘁𝗼 𝗹𝗲𝗮𝗿𝗻 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗮𝗿𝗲𝗮𝘀 𝘁𝗼 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗲 Simulation exposes bottlenecks, rework, and queue time. Executives care about ROI, cycle time, throughput, so show how these move under different configurations. You do not need perfect data to see signal. 𝗚𝗼𝘃𝗲𝗿𝗻 𝗳𝗼𝗿 𝗼𝘂𝘁𝗰𝗼𝗺𝗲𝘀, 𝗻𝗼𝘁 𝗮𝗰𝘁𝗶𝘃𝗶𝘁𝘆 Autonomous agents are a non-starter in the enterprise. Use human-in-the-loop and clear guardrails. Tie every change to North Star metrics so no one confuses experiments with progress. 𝗔 𝟲𝟬-𝗱𝗮𝘆 𝗽𝗮𝘁𝗵 𝘁𝗵𝗮𝘁 𝘄𝗼𝗿𝗸𝘀 𝗗𝗮𝘆𝘀 𝟭–𝟮𝟬: Rapid discovery across 10 candidate processes. Produce current-state maps, baselines, and improvement opportunities. 𝗗𝗮𝘆𝘀 𝟮𝟭–𝟯𝟬: Rank with quick simulations and ROI scoring. 𝗗𝗮𝘆𝘀 𝟯𝟭–𝟰𝟬: Deep-model the winner. Define where agents belong and where humans stay in the loop. 𝗗𝗮𝘆𝘀 𝟰𝟭–𝟲𝟬: Pilot to prove it with hard outcomes. 𝗣𝗿𝗼𝗼𝗳 𝘁𝗵𝗮𝘁 𝗽𝗿𝗼𝗰𝗲𝘀𝘀-𝗳𝗶𝗿𝘀𝘁 𝘄𝗶𝗻𝘀 One insurance claims client of ours achieved 120 to 30 days cycle time, 15 to 288 claims per agent per day, and $14,000 daily savings. The client hit a five-year growth goal in a single year. This work won IBM’s AI for Business North America award. 𝗔𝗻𝘁𝗶-𝗽𝗮𝘁𝘁𝗲𝗿𝗻𝘀 𝘁𝗼 𝗮𝘃𝗼𝗶𝗱  • Automating a broken process  • Over-modeling edge cases during discovery  • Betting on agent autonomy without governance  • Prioritizing by gut feel over ROI and throughput sensitivity 𝗜𝗳 𝘆𝗼𝘂 𝗵𝗮𝗱 𝘁𝗼 𝘀𝘁𝗮𝗿𝘁 𝗠𝗼𝗻𝗱𝗮𝘆  • Convert one SOP to BPMN.  • Run a what-if simulation on queue time and staffing.  • Identify one agent-sized task inside the process and test with human-in-the-loop.  • Report ROI, cycle time, and throughput impacts against your North Star. Where is your organization currently weakest: modeling, simulation, or governance? Full blog here: https://lnkd.in/eK9gxaXt #AI #AgenticAI #DigitalTwin #BPMN #Automation #ProcessImprovement #Operations #ROI

📌 Enhancing Insurance Claims Processing Efficiency with Flowable In the intricate landscape of insurance claims processing, streamlining workflows is key to efficiency and customer satisfaction. Let's delve into the visual workflow and automation recommendations: 🔍 Visual Workflow Steps: - Claim Submission: Initiated by the Customer and received by the Insurer. - Initial Review & Triage: Handled by the Claims Processor to assess incoming claims. - Investigation & Documentation: Conducted by the Claims Adjuster to gather necessary information. - Evaluation & Decision: The crucial phase of approving or denying claims. - Approval & Payment Processing: Managed by the Finance Team to ensure timely payments. - Claim Closure & Follow-Up: Completed by the Claims Processor to wrap up the process effectively. 🚀 Automation Advancements: - AI-Powered Triage: Utilize AI for efficient claim classification, identifying high-risk cases, and routing based on complexity. - Document Processing Automation: Implement OCR & AI technologies to extract vital data from documents like medical reports and invoices. - Smart Workflows: Automate approval processes for low-risk claims while ensuring complex cases receive appropriate attention. - Integrated Communication: Enhance customer experience with automated emails, SMS updates, and chatbot interactions for real-time communication. - Fraud Detection: Leverage AI-driven anomaly detection to preemptively identify and address fraudulent claims, safeguarding the integrity of the process. By integrating these automation recommendations into the insurance claims processing workflow, organizations can elevate operational efficiency, reduce manual errors, and enhance overall customer satisfaction. #Automation #InsuranceIndustry #Flowable #AgenticAI

Stop blaming people for mistakes, blame your lack of SOPs. If your team keeps reinventing the wheel every week, you don’t have a people problem, you have a process problem. That’s where SOPs come in.
Standard Operating Procedures turn tribal knowledge into repeatable excellence. Here’s how to create them from scratch, even if you’ve never written one before: 📌Pick the right process.Start with a task that’s repeated often and done inconsistently. (Example: client onboarding.) 📌Document as you go. Don’t wait for a “perfect” moment, record yourself or jot down each step while doing the task. 📌Keep it stupid simple. Write like you’re explaining it to someone new on their first day. You can use bulletpoints,,screenshots, paragraphs 📌Validate with your team. Have someone else follow the SOP. Wherever they get stuck, that’s where you need more clarity. 📌Version and store it. Keep your SOPs in one shared location (Notion, Google Drive, etc.) and update them regularly. SOPs aren’t just documents, they’re scaling tools. 
They free up your time, improve consistency, and let your team operate independently. 
If you’ve built SOPs before, what’s one lesson you learned the hard way? #SOP #StandardOperatingProcedures #BusinessProcesses #ProcessImprovement #OperationsManagement #WorkflowDesign