Introduction

The auto insurance renewal process can often be tedious and time-consuming, involving multiple tasks such as document collection, validation, communication, and portal logins. Manual intervention in these areas can lead to delays, errors, and lower customer satisfaction. However, with the power of Robotic Process Automation (RPA) using UiPath, businesses can automate key aspects of the renewal process, increasing efficiency, accuracy, and customer engagement.

In this blog, we’ll walk through how UiPath RPA can automate the following steps in the insurance renewal process:

• Sending email and WhatsApp reminders to customers
• Requesting and receiving documents via WhatsApp
• Extracting data from documents using OCR
• Validating customer details and updating the CRM
• Uploading documents to insurance portals
• Getting quotes from insurance portals and sharing them with customers

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1. Sending Email and WhatsApp Reminders for Insurance Renewal

Automation Challenge:
Sending renewal reminders via email and WhatsApp manually requires consistent follow-ups and often leads to delays.

RPA Solution:
Using UiPath, you can automatically send personalized email reminders and WhatsApp messages to customers, ensuring timely renewals. The RPA bot:

• Connects to your CRM to extract the list of customers whose insurance is nearing expiry.
• Triggers automated email reminders and WhatsApp messages with the renewal link or instructions.

Implementation:

• UiPath Activities: Use the “Send Outlook Email” activity for email notifications and integrate WhatsApp with UiPath using the WhatsApp API or third-party connectors to send WhatsApp messages.
• Personalization: The bot pulls customer-specific data like renewal dates, policy numbers, etc., to tailor the message.

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2. Requesting Documents via WhatsApp and Downloading Images

Automation Challenge:
Requesting documents such as Driving Licenses, Mulkiya, and Emirates IDs from customers manually can be inefficient and prone to errors.

RPA Solution:
Once the reminder is sent, the RPA bot can automatically request necessary documents from customers via WhatsApp. The bot:

• Sends a message asking customers to share scanned copies or images of documents like the Driving License, Mulkiya, and Emirates ID.
• Once received, the bot automatically downloads these documents from WhatsApp.

Implementation:

• UiPath Activities: Integrate with WhatsApp using a bot or API to send requests and retrieve images.
• Data Handling: The bot downloads the images and stores them in a predefined folder or database for further processing.

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3. Converting Images to Text Using OCR

Automation Challenge:
Converting information from images (like scanned documents) into usable text for processing can be a challenging task.

RPA Solution:
UiPath’s OCR (Optical Character Recognition) can be used to extract data from documents such as Driving Licenses, Mulkiya, and Emirates IDs. The bot:

• Uses UiPath’s OCR or Google OCR to extract text from the downloaded document images.
• Captures relevant data fields (like customer name, policy number, etc.) for further processing.

Implementation:

• UiPath Activities: Use UiPath’s OCR activities like Read PDF with OCR, Read Image with OCR, or third-party integrations like Google Cloud OCR for better accuracy.
• Text Validation: Use regular expressions or built-in validation rules to ensure the extracted text is correct.

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4. Validating Customer Data and Uploading to CRM

Automation Challenge:
Manually entering or updating customer data in the CRM can lead to human errors and data discrepancies.

RPA Solution:
Once the OCR process has extracted customer details, the RPA bot:

• Validates the extracted data against predefined rules.
• Uploads the details of new customers into the CRM or updates the data for existing customers.
• If required, it also replaces expired documents with the new ones.

Implementation:

• UiPath Activities: Use CRM-specific connectors (like Salesforce, HubSpot, etc.) to integrate with your CRM and automate data upload and updates.
• Validation: The bot checks if the extracted data matches the required format (e.g., ID numbers, expiry dates).

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5. Logging into Insurance Portal and Uploading Documents

Automation Challenge:
Manually logging into the insurance portal, uploading documents, and entering data can be a tedious process.

RPA Solution:
The RPA bot automates the process of logging into the respective insurance portal and uploading the customer documents (Driving License, Mulkiya, Emirates ID). The bot:

• Logs into the insurance portal with secure credentials.
• Navigates to the correct form or section.
• Uploads the documents extracted and validated earlier.

Implementation:

• UiPath Activities: Use the Browser Automation activities to log in and navigate the portal, as well as the Type Into and Click activities to upload documents.
• Security: Ensure that the bot uses secure password management systems like UiPath Orchestrator to handle login credentials securely.

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6. Getting the Quote and Sharing Top 3 Quotes with the Customer

Automation Challenge:
Manually retrieving quotes from the insurance portal and presenting them to the customer can take significant time.

RPA Solution:
The bot can automatically retrieve quotes for the customer from the insurance portal by:

• Filling out necessary details (like customer data, document information) on the insurance portal.
• Fetching the top 3 quotes based on parameters like coverage, price, and policy benefits.
• Sharing the top 3 quotes with the customer via email or WhatsApp, including detailed policy options and renewal steps.

Implementation:

• UiPath Activities: Use Web Scraping techniques to extract quotes from the portal, followed by Send Outlook Email or WhatsApp API to deliver the results to the customer.