Cynthia Ezekwe
Royal Exchange General Insurance Company (REGIC), one of Nigeria’s leading insurance companies, has embarked on a digital transformation journey with the low-code platform Kissflow.
As a result, 75 per cent of its operations now run on the platform, resulting in significant improvements in efficiency and productivity. This shift has allowed the company to reduce the amount of time spent on manual processes, freeing up resources for other activities.
According to John Agbai, chief digital and information officer at REGIC, the company turned to Kissflow to digitise its operations, and elevate its level of service to its customers. The goal, he explained, was to improve efficiency, reduce delays in the claims process, and enhance customer satisfaction.
“To date, we have successfully digitised eight core operations, including policy booking and claims, which translates to more rapid and responsive customer service and enhanced employee productivity,’’ Agbai said.
Agbai noted that Kissflow’s Analytics module has been instrumental in enabling REGIC to effectively monitor and track its claims processing in real time. With this tool, the company is able to create custom dashboards that provide insight into the status of claims, helping to ensure that SLAs are met. The system also alerts employees when claims are approaching their due dates, improving accountability and efficiency.
With the automated notifications in place, customers will now be kept up to date at every stage of the claims process, resulting in a significant improvement in customer satisfaction. The automation is also expected to to reduce the time it takes to process claims by more than 80 per cent, from three days to just two hours, leading to a corresponding decrease in customer attrition, as customers are now more likely to remain with the company due to the improved service and efficiency.
“Digitalisation through the Kissflow platform has further enabled REGIC to adopt hybrid working modalities, ensuring uninterrupted operations regardless of employees’ location. Automation and digitisation have increased transparency and streamlined operations, reducing instances of budget overruns by 85 per cent,’’ the REGIC chief digital and information officer explained.
According to Agbai, the Kissflow Low-Code largely aims to eliminate the technical skills barriers by enabling IT and non-IT staff, such as line-of-business managers and department heads, to collaborate and rapidly develop customised applications that automate and streamline business processes.
Speaking on how Kissflow has shaped the operation of the company, Agbai said, “Kissflow’s no-nonsense user interface and powerful functionality have helped us show value to our end-users and get management buy-in, thus increasing user adoption and change management. We have gone from IT-driven transformation initiatives to the end-user-driven ones.”
Agbai stated that Kissflow’s solutions have broken down traditional barriers to innovation, allowing for greater participation from employees across the organisation. He added that this has redefined the roles of employees, as they are no longer confined to traditional job descriptions and can now contribute in new and creative ways.
