With the rapid increase in data and customer service demands, the insurance industry needs to quickly adapt by automating IT to optimize operations, reduce costs, and enhance efficiency.
Challenges for IT Departments in the Insurance Industry
IT departments in insurance companies play a central role in running and developing the business, particularly in areas such as customer record management, product pricing, and insurance claims processing. However, manual processes that are time-consuming and prone to errors pose significant challenges. Managing and monitoring an increasingly complex IT system, combined with mounting competitive pressure, demands that insurance companies continually seek solutions to improve operational efficiency. The adoption of new technologies such as AI, Big Data, and Cloud Computing helps insurance businesses automate processes, increase accuracy, and make better business decisions.

Success Stories in IT Optimization Through Technology
Automating Claims Processing with RPA
State Farm, one of the largest insurance companies in the United States, successfully optimized its claims processing by implementing Robotic Process Automation (RPA). Prior to RPA, the company faced a large volume of claims requests monthly, and the traditional claims processing was time-consuming and required the intervention of multiple employees. In this process, State Farm’s IT department played a crucial role in deploying and managing the RPA technology. They were responsible for installing and configuring RPA bots, ensuring seamless integration with the existing claims management system. The IT department also worked closely with relevant departments to analyze and optimize the process, enabling bots to automatically handle steps such as collecting and verifying information from claims, processing verification requests, and updating claim statuses in the system.
The results of the RPA implementation were impressive: claims processing time decreased from several weeks to just a few days, data entry errors were reduced by 90% due to process automation, and customers received quicker and more accurate responses, leading to higher satisfaction. The IT department’s role was not only to deploy the technology but also to optimize the process to achieve these significant improvements.
Optimizing Customer Account Opening Processes
In an increasingly competitive market, AIG, a global insurance company, faced challenges with opening new customer accounts due to difficulties in data verification and processing, which led to significant time and effort. To address this, AIG implemented a solution to optimize the account opening process by applying RPA, AI, and cloud computing technologies. In this process, the IT department played a crucial role in deploying and managing these technologies. They handled the installation and configuration of the RPA system to automate data collection and processing, ensuring that RPA bots operated smoothly and integrated seamlessly with the existing system.
Additionally, the IT department oversaw the integration of AI to analyze and verify documents such as identification papers and financial information, using optical character recognition (OCR) and image analysis technologies to ensure accuracy and efficiency. The entire process was deployed on a cloud computing platform, allowing AIG to manage data effectively, scale operations, and secure customer information.
As a result, the time to open customer accounts was reduced from several days to just a few hours, enhancing customer satisfaction and reducing operational costs, which significantly benefited the company. A Gartner study indicates that companies can save an average of 30% on IT costs when transitioning to cloud usage. The IT department not only ensured smooth technology deployment but also supported process optimization to achieve these impressive results.
Trends in Technology Adoption in the Vietnamese Insurance Industry
The Vietnamese insurance market is experiencing a strong digital transformation, with companies increasingly adopting process automation to improve operational efficiency and customer experience. Document processing and invoice management have been optimized through automating modern technology, boosting productivity for businesses. Customers can now easily access contract information, conduct online transactions, and receive 24/7 support. Insurance companies have begun deploying virtual assistants to recommend insurance products tailored to individual needs. Moreover, many businesses have developed mobile applications allowing customers to purchase insurance, file claims, track their records, and contact advisors conveniently. The integration of technology in the insurance industry is not just a trend but a decisive factor in the success of future businesses. By leveraging new technologies, insurance companies can enhance their competitive edge and contribute to the growth of the Vietnamese insurance sector.

akaBot – The Useful Virtual Assistant for the Insurance Industry
FPT’s akaBot is an intelligent software robot capable of automating computer tasks. By integrating AI and machine learning technologies, akaBot not only automates tasks but also learns and improves performance over time. The application of akaBot offers numerous benefits to businesses, such as increased productivity, reduced errors, optimized costs, and enhanced customer experience. akaBot is becoming a trusted partner for many insurance companies, including Petrolimex Insurance Corporation (PJICO) and Bao Viet Life Insurance.
The use of akaBot’s RPA technology in Proxy Authorization at Bao Viet Life Insurance has delivered impressive results. Before RPA, the process took about 22 minutes, involving downloading, processing, comparing, and uploading files. After implementing akaBot, the time was reduced to just 5.5 minutes. This change saves 8.5 hours per month, or approximately 102 hours annually. akaBot can handle up to 261 files daily, fully automating the process. This automation not only frees staff from repetitive tasks but also accelerates workflow, enhancing overall operational efficiency and allowing staff to focus on higher-value activities.
Wrapping Up
Optimizing IT operations is a crucial factor for insurance companies to enhance their competitive capabilities and meet the ever-increasing demands of customers. By adopting modern technology solutions like akaBot, Vietnamese insurance companies can build a robust technology platform ready for future growth. Automating processes with RPA and AI will enable these companies to create intelligent robots capable of self-learning and adapting to business environment changes, unlocking limitless potential for the insurance industry.
References
https://boost.ai/blog/insurance-automation/
https://www.plugandplaytechcenter.com/insights/all-insights
akaBot (FPT) is the operation optimization solution for enterprises based on the RPA (Robotic Process Automation) platform combined with Artificial Intelligence, Process Mining, OCR, Intelligent Document Processing, Machine Learning, Conversational AI, etc. Serving clients in 21+ countries, across 08 domains such as Banking & Finances, Retail, IT Services, Manufacturing, and Logistics…, akaBot is featured in “Voice of the Customer” for Robotics Process Automation” by Gartner Peer Insights, G2, and ranked as Top 6 Global RPA Platform by Software Reviews. akaBot also won the prestigious Stevie Award, The Asian Banker Award 2021, Everest Group’s RPA Products PEAK Matrix® 2023, etc.
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