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HanseMerkur used inubit BPM and Visual Rules to optimize its service processes.

Automatically mastering record growth

inubit BPM and Visual Rules in practice at the HanseMerkur insurance group

"inubit made it possible to successfully implement the vision of a flexible, end-to-end process design in HanseMerkur’s organizational development department – thus establishing a key component for achieving strategic goals."

F. Mielke, IT architect, HanseMerkur

Requirements

Between 2003 and 2009, the number of people insured by HanseMerkur rose from 366,000 to 1.2 million. The challenge was to continue providing the same level of service despite this increase – and with hardly any change to headcount:

  • reduction of the time-consuming manual processes used in checking insurance coverage
  • selective dialog interaction with agents in exceptional cases

Approach

  • implementation of a reference process with interfaces, dialogs, and process rules that is documented using the BPMN modeling standard
  • to the extent necessary, integration of staff using a workflow that is based on inubit and uses interfaces developed in Eclipse
  • establishment of new processes on a service-oriented architecture in order to be prepared to adapt to changing requirements of the industry in the future

Results achieved

inubit integrates IT landscape systems (mainframe, portfolio management system, databases) and incorporates medical verification systems for service checks and Visual Rules for mapping complex decision rules:

  • increase in the number of settlements per employee through automatic checks and reduction of the loss ratio in the portfolio
  • process-driven migration of other established and benefits systems into the SOA context, orchestration of processes
  • share of automated processing projected to increase from the current level of 20% to at least 30%

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About the HanseMerkur Group

HanseMerkur uses inubit to integrate different systems and applies Visual Rules for mapping complex decision rules.

HanseMerkur Group has developed into a modern German insurance group of more than 1,740 employees and independent agency owners, with over €962.2 million in premiums and investments of €3,628,800,000. Growth is being driven primarily by the main business area, health insurance, with premiums of €699.5 million collected. With 22,348 new customers in comprehensive health insurance, 2009 saw record growth in the company’s history. HanseMerkur Krankenversicherung AG also provides supplementary coverage to 55,647 people with statutory health insurance, bringing the total number of privately insured HanseMerkur customers to 1.2 million at the end of 2009.