Mulesoft Case Studies icare makes filing insurance claims as easy as one, two, click

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	icare makes filing insurance claims as easy as one, two, click Mulesoft

icare makes filing insurance claims as easy as one, two, click

Mulesoft

Technology Category	Application Infrastructure & Middleware - API Integration & Management Analytics & Modeling - Machine Learning Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Functions	Business Operation
Use Cases	Fraud Detection Regulatory Compliance Monitoring
Services	System Integration Data Science Services
Challenge	Australian workers' compensation insurance company, icare, protects 3.6 million people across 326,000 businesses and 193 government agencies. The company needed to improve its customer experience by delivering a digital, machine learning-driven system that makes submitting and processing claims quick and easy. However, icare's customer data were siloed in SaaS and legacy systems, creating a disjointed, slow process in which customers had to fill out paperwork and visit multiple websites to submit claims, choose a policy, and more. Read More
About Customer	icare is an Australian workers' compensation insurance company that protects 3.6 million people across 326,000 businesses and 193 government agencies. The company is committed to delivering best-in-class, timely services to its customers. For icare, delivering best-in-class services for customers is a social responsibility and key to ensuring a healthy, financially stable life for customers and their families. The company aims to enable customers to focus on their health and return to work by providing a seamless and efficient claims processing system. Read More
Solution	To build the claims insurance system, the icare team decoupled and modernized legacy systems using APIs. They also built 200 integrations that connected 36+ legacy and SaaS systems, including Salesforce, Guidewire, SAP S/4HANA, Okta, Onbase, Exstream, and SQL servers. Today, using APIs and integrations, icare can surface data from multiple systems through a single claims insurance interface. In addition, by decoupling systems using APIs, icare was able to migrate entirely to the cloud, instead of relying on legacy systems. With Anypoint Platform, icare not only moved towards a cloud, agile, and highly available architecture, but also minimized spend by eliminating legacy system maintenance costs. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Analytics & Modeling - Machine Learning

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Functions

Business Operation

Use Cases

Fraud Detection

Regulatory Compliance Monitoring

Services

System Integration

Data Science Services

Challenge

Australian workers' compensation insurance company, icare, protects 3.6 million people across 326,000 businesses and 193 government agencies. The company needed to improve its customer experience by delivering a digital, machine learning-driven system that makes submitting and processing claims quick and easy. However, icare's customer data were siloed in SaaS and legacy systems, creating a disjointed, slow process in which customers had to fill out paperwork and visit multiple websites to submit claims, choose a policy, and more.

About Customer

icare is an Australian workers' compensation insurance company that protects 3.6 million people across 326,000 businesses and 193 government agencies. The company is committed to delivering best-in-class, timely services to its customers. For icare, delivering best-in-class services for customers is a social responsibility and key to ensuring a healthy, financially stable life for customers and their families. The company aims to enable customers to focus on their health and return to work by providing a seamless and efficient claims processing system.

Solution

To build the claims insurance system, the icare team decoupled and modernized legacy systems using APIs. They also built 200 integrations that connected 36+ legacy and SaaS systems, including Salesforce, Guidewire, SAP S/4HANA, Okta, Onbase, Exstream, and SQL servers. Today, using APIs and integrations, icare can surface data from multiple systems through a single claims insurance interface. In addition, by decoupling systems using APIs, icare was able to migrate entirely to the cloud, instead of relying on legacy systems. With Anypoint Platform, icare not only moved towards a cloud, agile, and highly available architecture, but also minimized spend by eliminating legacy system maintenance costs.

Impact #1	In just six months, icare launched an industry-leading claims insurance system that allows customers to submit claims with just a few clicks and quickly get a response on the status of their claim.
Impact #2	Today, icare's seamless insurance experience enables customers to focus on their health and recovery, instead of worrying about submitting paperwork or juggling claim forms on multiple websites.
Impact #3	The team currently reuses 20% of the APIs and integrations they built for new projects, with a goal to reuse 60% of APIs and integrations by the end of the year.

Impact #1

In just six months, icare launched an industry-leading claims insurance system that allows customers to submit claims with just a few clicks and quickly get a response on the status of their claim.

Impact #2

Today, icare's seamless insurance experience enables customers to focus on their health and recovery, instead of worrying about submitting paperwork or juggling claim forms on multiple websites.

Impact #3

The team currently reuses 20% of the APIs and integrations they built for new projects, with a goal to reuse 60% of APIs and integrations by the end of the year.

Benefit #1	Within two weeks of launching, icare processed 10,000 claims.
Benefit #2	After installing the new system, the customer net promoter score (NPS) for icare increased by 19 points.

Benefit #1

Within two weeks of launching, icare processed 10,000 claims.

Benefit #2

After installing the new system, the customer net promoter score (NPS) for icare increased by 19 points.

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Overview

icare makes filing insurance claims as easy as one, two, click

Operational Impact

Quantitative Benefit