This article is part of a collection of process mining examples organized by industry. You can find the full overview here.
Insurance companies have been among the early adopters of process mining. The data from their claim handling systems is often very suitable and accessible for process mining.
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The Suncorp commercial insurance branch reduced claims processing times by distinguishing simple and complex claims. Donna Stewart talks about the project in this interview.
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Sebastiaan van Rijsbergen from Nationale Nederlanden talked about the journey of change and how process mining had brought peace into a discussion that was heated by opinions and conflict before. He also joined our change management cafe.
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Mitchell Cunningham from the Suncorp personal insurance branch integrated process mining into their process management methodology. They also explored connecting process mining results to service process outcome measures, like customer satisfaction.
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PGGM applies process mining with a multi-disciplinary team of data scientists and Lean Six Sigma experts. This case study highlights one of their applications in audit, which makes the audit more efficient.
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Roel Blankers from VGZ improved the lead time of the dental care claims process by almost 40%. They are operational visual management to track process performance every day. Lean has been adopted as the problem-solving methodology.
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Dave Jansen and Wilco Brouwers from CZ developed a new approach for auditing their digital processes of the future. They show where they see differences compared to the traditional audit approach in the preparation, fieldwork, reporting, and follow-up steps in their audits.
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Nelleke Smits from a.s.r. worked together with different business units for her process mining projects in the Medical Report, Complaints, and Life Product Expiration areas. During these projects, she realized that different organizational approaches are needed for different situations.