AI-powered classification boosts automation
The BGV Badische Versicherungen Insurance Group offers comprehensive insurance coverage for municipalities, businesses, and private customers. Deeply rooted in the Baden region of Germany, BGV stands for regional responsibility, partnership-based collaboration, and sustainable solutions. At the same time, demands for efficiency, transparency, and digital processes are growing.
To manage complex business processes cost-effectively and reliably meet regulatory requirements, input management is increasingly taking center stage.
BGV processes more than 650,000 documents each year in its central inbox. On regular business days, an average of around 3,000 items is received, with significant seasonal peaks. The vast majority reach the company digitally via email, with postal mail as a supplement. The range of content is enormous: claims reports, contract amendments, cancellations, inquiries, or individual customer concerns. In total, the insurer distinguishes between approximately 110 different business transactions and routes them to the respective specialized processes.
DIVERSE INBOUND CHANNELS AND HIGH-QUALITY REQUIREMENTS
With increasing digitalization, the structure of incoming documents has changed significantly. Different layouts, varying amounts of text, embedded images, or attachments considerably increase the complexity of classification. At the same time, regulatory requirements, service level agreements, and internal quality standards remain consistently high.
For BGV, input management is therefore not an isolated pre-sorting step, but a central component of the entire process chain. Classification must be robust from the outset to reliably trigger subsequent processes and ensure transparency regarding the overall processing status.
Nutzen für den Kunden
- Steigerung der Dunkelverarbeitungsquote im Posteingang um 10 Prozentpunkte auf 95 Prozent
- Deutlich reduzierte manuelle Nachbearbeitung
- Höhere Präzision durch kombinierte Bild- und Texterkennung
„The new Cognitive Classifier is a significant step in our long-standing collaboration with Insiders. It allows us to gradually integrate AI into our existing systems and achieve immediate, reliable results. This significantly reduces the effort required for clarification and has nearly doubled our productivity in post-processing.“
Sören Hauser
Teamleiter Input Management, BGV
challenges
- Zunehmende Vielfalt und Komplexität eingehender Dokumente
- Hohe Volumina mit saisonalen Spitzen
- Wunsch nach höherer Dunkelverarbeitung bei stabilen Prozessen
„The key challenge is the scalable, stable, and controllable processing of our highly heterogeneous incoming customer correspondence – with high volumes and clear quality requirements.”
Sören Hauser
Teamleiter Input Management, BGV
CONTINUITY IN COLLABORATION AND DELIBERATE FURTHER DEVELOPMENT
For several years now, BGV has relied on the smart FIX solution from Insiders Technologies for input management, now strategically enhanced as part of the OmnIA platform. In addition to its technological capabilities, BGV was particularly impressed by the company’s proven industry expertise in the insurance sector and the ability to develop the platform incrementally.
To further enhance the quality of its existing automation, BGV supplemented the established solution with Insiders’ Cognitive Classifier as the next logical step in its development. This AI component analyzes text and image elements using specialized methods for each, thereby significantly improving classification within the established process architecture.
The transition was deliberately carried out during a period of increased workload associated with the annual financial statements – internally described as “open-heart surgery” – to quickly benefit from the expected improvements. Structured preparation, close monitoring, the stability of the existing system landscape, and confidence in the solution and the project team ensured a successful transition to production.