About
Have you ever considered an innovation which basically issues property insurances by only clicking a button? Well, that's what we do in İşbank. We have initiated an RPA supported process which simply allows our customers to get their insurances.
Innovation presentation
İşbank is one of the largest banks with almost 100 years of experience on the Turkish market. In time, our bank has initiated it’s Bancassurance department and has become the agency of one of the largest insurance companies in Turkey. To support our Bancassurance activities, to increase our insurance commission income and to take customer experience one step further, we have established an RPA supported and completely digital process in May 2023.
Basically, this process includes the following:
- Property insurance offers are created by the help of RPA and are personalized in every aspect like payment methods, discount rate etc. The target customer group is chosen according to some criterias such as people having not renewed home insurances or having home insurances but lacking goods assurance etc.
- Those offers are presented via Drawer to our customers through our mobile application, İşCep, when they log in as a pop-up advertisement with a context containing the detailed information about issuing process, insurance price, which credit card or current account will be used for the purchase and 3 available options which are 'I Agree', 'I Disagree' or 'Maybe Later'. To understand the context better, here is an example of what our customers read when they log in to our app:
“You can insure your home at İSTANBUL-KADIKÖY, where your 123456789 numbered Mandatory Earthquake Insurance policy was issued, against risks such as fire and earthquake with Anadolu Sigorta Home Insurance. If you approve our offer valid until 16.04.2024, your policy will be issued in 6 installments based on a premium amount of 1.234 TL, with 1.500.000 TL building and 200.000 TL goods coverage, and your credit card ending in 4321 will be collected, and you will be informed about the result via SMS.”
- The answers which were decided by our customers on the previous day are obtained by using SQL coding and positive answered customers are filtered to be transferred to our robotic process with including the required information such as customer information, insurance price, payment method etc. to issue the policy.
- As final chapter of our process, with the help of RPA, policies are issued and payments are completed automatically by our robotic process. After our process is done end to end, we also inform our customers that their policy has issued via smart message and push messages and also we send policies through e-mail.
This process is also providing our customers a deep, comprehensive relationship with our bank and increasing their customer satisfaction by allowing them to get their insurances with simply one click.
Uniqueness of the project
In every aspect, our project has significant and unique innovative developments.
On regular occasions, when our customers want to issue a policy, they would have to either visit one of our branches or issue their policy themselves on our mobile application or website. Instead of those manuel efforts, we provide them an opportunity which they can accept anywhere, anytime by just logging in to our mobile application within a few seconds and the RPA handles the rest.
Another unique aspect of our process is the determination of target customer group and the personalization of the offers. The target customers are not chosen randomly or we do not simply present our offers to everyone using İşCep. We filter our customers according to some factors such as people having not renewed home insurances or having home insurances but lacking goods assurance, people want to upgrade their coverages up to a higher amount, getting renewal orders from people for their policies to renew them automatically when the policy is finished. We provide our customers a lot of offers through Drawer and we try to reveal and remind them their needs.
To set an example, we would like to share the success rates of one of our offers, getting renewal orders from our customers. We offered in three different policy type, Mandatory Earthquake Insurance, Personal Accident Insurance and Home Insurance and the success rates were 11%, 6% and 10% respectively.
