Case Study: Seguros Universal, Dominican Republic

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Seguros Universal, Dominican Republic

This chapter was originally published in Digital Transformation

Nominated by Bizagi, UK

Founded in 1964, Seguros Universal (“Universal”) is an insurance company based in the Dominican Republic. Part of Grupo Universal, the organization offers a wide range of products from personal cover for fire, health and accident, through to company pension and liability plans. Universal also supports the insurance needs of retail companies and banks.

In 2013-14, Universal embarked on a BPM initiative to automate its Vehicle Insurance Claims process. Utilized by three subsidiaries (Seguros Universal, Propartes y Asistencia Universal) of the Group and nearly 500 end users, this is considered the most complex of all processes within the organization. Today, “BPM Auto” underpins the end-to-end process, complete with comprehensive and robust case management and analytics.

A key aim of the BPM system was to reduce the amount of parts returned in the claims process: which it has achieved by 30%. Additionally, BPM has given every participant in the process access to timely and accurate information related to claims, delivering a faster, more productive and error-free process that continues Universal´s reputation for service excellence. The BPM initiative is the first of its kind in the Dominican Republic, testifying to Universal´s commitment not only to innovation, but giving the 50-year old company a significant competitive edge.

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