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Net Insurance: Tapping into Gen AI to Automate Claims Management

While they expertly deliver innovation and quality to their customers, Callaway Golf’s previous planning and reporting tool wasn’t making the cut. To evolve their enterprise, the sports giant decided to replace their outdated planning software with SAP Analytics Cloud for planning.

Together with Avvale, Callaway Golf successfully implemented SAP Analytics Cloud across their global enterprise in just 6 months. Now, Callaway Golf has a single, consolidated planning solution that has enabled streamlined expense and asset plans so they can focus on what they do best– revolutionizing the sporting world with cutting edge equipment.

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Net Insurance, an insurance company with over 20 years of market presence, expanded its operations in 2019 following its merger with SPAC Archimede. Alongside its traditional salary-backed loan (CQS, CQP) segment, the company introduced additional business lines: Bancassurance, Brokers, and Digital solutions. In September 2022, Net Insurance became part of the Poste Vita Group, which launched a voluntary public tender offer in partnership with IBL Banca. The company provides agile, innovative protection solutions designed for the Retail market, families, and SMEs. Since the 2019-2020 season, Net Insurance has been the Official Sponsor of the Italian Referees Association, featuring on the uniforms of 30,000 football referees, reflecting shared values of fairness and respect for the rules.

The Challenge

Net Insurance faced a complex, time-consuming claims management process, requiring significant manual intervention. The company handled a high volume of requests with diverse documentation and verification procedures. Limited automation led to slower response times and increased the risk of errors, impacting overall service efficiency. Additionally, fragmented information management made it challenging to ensure traceability and consistency in decision-making.

To overcome these challenges, Net Insurance sought a technological solution to reduce the operational burden, optimize document management, and enhance workflow consistency and reliability.

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The Approach

To address this transformation, Avvale adopted a multi-level strategy, combining its technological expertise with a hybrid project methodology that blends both Waterfall and Agile approaches. Avvale guided Net Insurance through a co-design process, creating a cloud-native solution based on Generative AI, specifically focused on managing business-critical aspects that currently pose significant pain points for most insurance companies.

The developed system consists of five intelligent modules designed to automate the entire claims management cycle. The implemented system has enabled the automation of data collection, analysis, and validation, drastically reducing the need for manual intervention while ensuring greater traceability of performed analyses and significantly speeding up the investigation phase.

Thanks to a scalable cloud architecture, the solution has introduced an intelligent, data-driven process capable of reading and interpreting received documents, verifying their compliance with the General Insurance Conditions, identifying any inconsistencies or missing documents, and automatically generating a response for the end customer.

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The Challenge

Before integrating SAP Analytics Cloud, Callaway Golf's planning landscape centered around SAP's legacy planning solution, Business Planning and Simulation (BPS). While BPS met Callaway Golf's planning needs for many years, the enterprise began to experience limitations with their old solution:

  • Disconnected plans across the board: As Callaway Golf expanded and acquired new brands, planning processes greatly differed across the enterprise with some business units using Excel spreadsheets and others using legacy solutions for planning.
  • Outdated planning functionalities: The existing legacy planning solution lacked many modern functionalities. Among them, salary calculations and asset depreciation automation needed improvement. As a result, it became difficult to create detailed and accurate forecasts across the globe.
  • Significant IT support: The legacy solution required continuous management from IT to maintain runtime. IT had to carve out a full day every week to manually maintain the solution.
  • No single source of truth: Various departments and brands used different data sources, which led to data silos across the organization, making it difficult to gain a clear picture of the enterprise's planned expenses.
  • Rigid user interface: Legacy forecasting system was difficult to navigate and lacked working functions and calculations across the board, such as planning on depreciation and existing assets, adding vendors or members on the fly, and breaking down their cost center expense planning forecasts.

The Approach

With Avvale experts on their side, Callaway Golf laid out the following goals for their new planning landscape with SAP Analytics Cloud:

  • Crowdsource and consolidate plans across the enterprise to gain a global overview of their planned expenses and expand the input capabilities to each responsible owner.
  • Leverage elevated planning functionalities to create faster and more accurate forecast cost center expense and asset reports. The ability to customize calculations enhances and automates the reporting metrics.
  • Harness the power of self-service analytics to alleviate IT from the burden of simple maintenance and data entry requests, so they can focus on high-ROI tasks.
  • Maximize user-driven admin capabilities to control the management of calculations and forms.
  • Create new KPls driven by the business needs.

When SEM-BPS was the center of Callaway Golf's planning landscape, flexibility was a huge factor that was missing. SAP Analytics Cloud contains powerful scenario planning capabilities that help organizations quickly uncover actionable insights to make data-driven decisions. For Callaway Golf, SAP Analytics Cloud's modern planning functionalities provided users with the ability to:

  • Add members on the fly
  • Plan on existing as well as planned assets and automatically calculate the depreciation of values
  • Test "what-if" scenarios for deeper analysis by creating private versions of plans
  • Customize the solution based on their current business process
  • Perform driver-based calculations
  • Empower users to execute end-to-end planning scenarios, without the help of IT

The Impact

The introduction of Generative AI has transformed Net Insurance's claims management, significantly enhancing operational efficiency and accuracy in line with the pragmatic and innovative approach of Lean Back Office Evolution. Automating  of back-office activities has reduced processing times, enabling smoother and more responsive handling of requests. Staff have been able to focus on higher-value tasks, reducing the risk of errors and improving the quality of service offered to customers.

Thanks to the Operational Dashboard, operators have gained a comprehensive real-time view of claims, with advanced tools to monitor and manage cases effectively. The Analytics Dashboard has provided continuous oversight of system KPIs, allowing for the quick and accurate extraction of strategic data.

This fully data-driven approach enhances decision-making capabilities, offering a clear view of business performance and supporting timely interventions to further optimize the insurance workflow.

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