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Debeka Group
With its diverse range of insurance and financial services, the Debeka Group ranks among the top five in the German insurance and home savings industry. Founded in 1905, the group has evolved from a health insurer exclusively for civil servants into an insurance group that offers coverage for all private households as well as small and medium-sized businesses.
Excellent customer service is a key competitive advantage for Debeka. With more than 60,000 incoming emails per week—across all lines of business, from health and life insurance to building savings—the Group relies on the intelligent response management system Flow (formerly smart FLOW) from Insiders Technologies for automated routing, AI-powered classification, and tailored response templates.
Industry
Insurance / Financial Services
Product
Flow
Volume
>8,500 emails/day
“The implementation of Flow (formerly smart FLOW) for intelligent response management was a major success for us. With cutting-edge AI, we can improve our service while also becoming more efficient and agile. It’s a perfect combination.”
Marc Drewing,
, Head of the Input Management Group, Debeka Versicherungsverein a. G.
Project Overview
What was the
initial situation?
- More than 60,000 emails per week in customer service—with a vast array of unstructured text, attachments, web forms, and images
- Manual routing is time-consuming, error-prone, and not scalable in the long term—and even with the support of Outlook rules, it is not effective
- The lack of a consistent communication history hindered service quality
- Goal: automated routing, business-unit-specific classification, and faster case resolution at a new level of automation
Why the decision
Insiders?
- Long-standing and successful use of OmnIA (formerly smart FIX) in input management: more than 16 million document pages per year are already being processed using the Insiders platform
- It was a natural decision to consolidate response management on the same AI platform as well—to create synergies in expertise and operations
- Flow met all key requirements: routing, duplicate detection, response templates, and communication history
- Excellent customization options thanks to an open architecture closely aligned with the .NET standard
How was the solution implemented?
- Independent implementation by Debeka following a brief training session, supported by consulting services from Insiders Technologies
- Agile approach: enhancements and bug fixes in two-week sprints
- Seamless integration of OmnIA and Flow: shared classification, data extraction, and automated routing in batch processing
- Configuration via XML and flexible front-end customization through adaptable templates and JavaScript
- More than 30 customer mailboxes automatically distributed, with a clear separation of the four insurance lines
How can success
be measured?
- More than 8,500 emails are processed and automatically forwarded each day
- 90 percent of responses can be generated using pre-built modules
- Significant reduction in manual effort for routing—total processing time substantially accelerated
- Agile response to exceptional situations: e.g., a high volume of inquiries regarding e-prescriptions is detected early and routed to a dedicated team
- A complete communication history for each customer is available to case workers in an organized format
What are the next steps?
- Plans to expand to additional email accounts
- Integration of additional communication channels is being considered—including WhatsApp for Business in the future as part of an omnichannel strategy
- Expanding the workflow to include automated status updates on cases sent to policyholders is under discussion