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HUK24
HUK24 AG is the online subsidiary of the HUK-COBURG Insurance Group. As a direct insurer, it offers a broad range of products in the areas of auto, liability & home, retirement & wealth, and health—exclusively online. As part of the HUK Group, Germany’s largest auto insurer with approximately 13 million insured vehicles, HUK24 ranks among the top 10 direct insurers on its own.
Email is the company’s most important communication channel, serving millions of customers. Between 4,500 and 5,000 emails per day—up to 16,000 during peak periods—must be efficiently distributed, processed, and archived. With the response management solution Flow (formerly smart FLOW) from Insiders Technologies, HUK24 masters this challenge every day.
Industry
Insurance / Direct Insurance
Product
Flow
Volume
up to 16,000 emails per day
"Our customers expect prompt feedback on the issues they raise. Given the many thousands of customer emails we receive each day, we must set the very highest standards for our response management solution. smart FLOW from Insiders Technologies has fully met our requirements."
Marcus Helbig
, IT – Application Development Department, HUK-COBURG
Project Overview
What was the
initial situation?
- Daily email volume of 4,500 to 5,000 messages, peaking at up to 16,000—with over 160 concurrent users during normal operations
- The previous response management solution was no longer performing well enough and lacked openness and flexibility
- Inadequate error handling and a lack of integration capabilities with the existing system and process landscape
- High demands for user-friendly operability for customer service representatives
Why the decision
Insiders?
- The HUK Group has had positive experiences with smart FIX from Insiders Technologies for inbound mail processing since 2003 and 2007, respectively
- Evaluation of five market solutions: Flow stood out with the best options for dynamic configuration during operation
- Flexible extensibility to incorporate custom workflows using .NET modules
- Consolidation of the system landscape and supplier relationships through a unified platform
- Advantageous licensing model with no risk of a drop-off during dynamic load fluctuations
How was the solution implemented?
- Largely independent implementation by HUK’s experienced IT team following a structured approach to building expertise
- Product experts from Insiders Technologies supported the project with targeted consulting on customization
- Comprehensive integration into existing peripheral systems: document management, CRM, and legacy systems
- Integration of the OmnIA AI component for automatic classification and data extraction of all incoming emails
- Fully on-premises operation in the customer’s own data centers—in accordance with the insurer’s data protection policy
- All systems are monitored to ensure smooth operation even during periods of high load
How can success
be measured?
- Reliable processing of up to 16,000 emails per day—significantly better performance during peak periods than with the previous solution
- Significant efficiency gains through AI-powered pre-qualification and automated process support
- High user satisfaction: Business departments praise the solution’s performance, robustness, ergonomics, and ease of use
- Twelve custom workflows implemented in the Flow Workflow Engine—transactions such as claims reports, quotes, and inventory changes are fully integrated
- Industry-specific access controls protect particularly sensitive health data