GlowByte implemented a pilot project at Ingosstrakh using the Process Mining tool

2022: Pilot project to analyze the decision-making process for OSAGO losses

On May 3, 2023, GlowByte announced the implementation of a pilot to analyze the decision-making process for OSAGO losses at Ingosstrakh. The main task was to assess the applicability of the tool to processes in the insurance company, to determine bottlenecks, the time for processing the task and the possibility of reducing it.

This process has been selected for several reasons. First, it is massive: more than 1,100 tasks are processed per day. Secondly, the reduction in the speed of decision-making directly affects the customer's satisfaction and, as a result, his loyalty, which is significant in the context of high competition in the automotive insurance market.

According to Daria Shvedova, head of the analytical department of the loss settlement department of the retail business of Ingosstrakh, constant improvements and improvement remain one of the focuses of attention.

My colleagues and I tested the Process Mining tool in pilot mode to understand what additional capabilities this approach provides compared to traditional process audit. According to the results of the pilot, it was possible to find out that the tool allows analyzing processes based on data from the company's automated information system. We saw the most frequent scenarios and deviations from the regulatory process. In particular, the decision allowed Ingosstrakh to track cases of re-opening applications, leading to certain delays in the settlement process, said Daria Shvedova.

Cooperation with Ingosstrakh as part of a pilot project to use the Process Mining tool allowed us to analyze the decision-making process for OSAGO losses and identify the potential for optimization. We are confident that our recommendations will help increase efficiency, "said Maria Zhmyleva, architect for Process Mining GlowByte solutions.