Cotonou Claims Workforce Automation
- Cotonou, Benin
- 2020
- TECHNOLOGY AND SYSTEMS
INNOVATE automated claims workforce allocation for an insurance operation, replacing manual assignment with rules based routing, capacity control and assessor field capture.
The challenge
Claims were allocated by supervisors from a shared inbox, producing uneven workloads, unclaimed files and no reliable view of assessor availability. Field assessors submitted findings on paper days after inspection, delaying settlement. Customers received no consistent status information, and complaint volume tracked directly to the gaps in allocation.
Our approach
INNOVATE modelled claim types, severity and assessor skill into routing rules with explicit capacity limits and escalation on age. A field application let assessors capture findings, photographs and estimates at the point of inspection and submit on return to coverage. Supervisors moved from manual allocation to exception management, and customer status updates were generated from real workflow states.
The result
Claims reached the right assessor without supervisor intervention, and workload distribution became visible and adjustable. Field findings entered the system on the day of inspection rather than days later, shortening settlement cycles. Supervisors spent their time on genuine exceptions, and status enquiries fell as customers received updates tied to actual progress.
Outcomes
- Rules based allocation with capacity limits
- Same day field capture of assessor findings
- Supervision by exception rather than assignment