CLARA – Claims Risk Assessment

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CLARA accelerates claims handling by up to 50%

The time taken to handle claims is a key factor in an occupational disability insurer's reputation and the satisfaction of its clients. On average, such claims can take up to 200 days to process and often involve multiple requests for further information and convoluted assessment cycles — the scope for improvement is huge. Munich Re has developed the CLARA service for the MIRA Digital Suite to unlock this potential for improvement. Using structured interviews, this data-driven automation solution reduces the time taken to process claims by up to 50%.

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CLARA: Quick-start to digital claims assessment

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Claims handling with and without CLARA

Conventional claims handling process

A claim is submitted.
The claims handler checks that the claim contains all the required information and looks at the claim amount. Other appraisers are also involved in this process.
The claims handler sends out a questionnaire to obtain information relevant to the claim.
The actual claims handling process begins. The claims handler requests further relevant documents.
The handler then makes a decision based on the gathered information.

196

days*

* Franke & Bornberg, DI-Claims study 2016

98

days

Claims handling with CLARA

A claim is submitted.
Within a short time of the claim being submitted, the claims handler uses CLARA to conduct a rule-based telephone interview for the purposes of assessment.
Following this, the handler sends out a brief questionnaire customised by CLARA, along with a transcript of the telephone interview.
The claims handler then starts the focused claims handling process using the information already gathered.
The handler makes a decision based on a standardised process with a high degree of objectivity.