Digitisation of public and private documents and of backoffice processes

The Insurer sought opportunities to improve and reduce the costs of customer service by digitising processes which are of key importance during difficult direct contacts due to the pandemic.

Prévoir has its own policy issuing system, which has been developed by the French branch.

At the preliminary stage of the project, we held meetings with the customer, which resulted in the creation of a diagram of the system to remotely support sales paths. We have identified items to be supported by the new system, and then Atende's engineers have integrated the existing customer’s solution into ChainDoc's proprietary software based on the blockchain technology.

This integration ensured efficient document management, authentication and generation – the so-called “workflow” from the start of the policy issuance process. From there, information on missing documents or data is automatically sent to the interested parties and the system ensures that a fixed scheme is followed when completing it.

Atende ChainDoc is a technology that undeniably guarantees that the content, form and time of publication of the document remain unchanged. The ChainDoc is based on a private server network in which NASK SA servers acts as the trusted node and where only document hashes are saved.

Integration with the existing services was carried out using microservices. This model assumes scalability and openness, making it possible to expand the IT system as the business grows. Conversely, the blockchain network allows customers, partners and employees to remotely sign documents.

Two web platforms and a mobile app for Prévoir partners have been developed. So far, conventional contracting processes were extended by the digital circulation of documents. The system enabled the sending contracts and policies directly to the insured and approving them remotely. Customers obtained an individual Prévoir account, where they have not only access to contract history and can sign documents, but they can also keep track of the current status of the policy they conclude and upload missing documents to the headquarters. The uploading mechanism is secure, each document is automatically scanned with an antivirus software before being transferred to an employee.

In parallel, a dedicated application was developed for partners (agents) to enable them to conveniently scan and transmit documents to the headquarters, which so far have been sent in conventional form.

Prévoir's sales department has gained a tool that enables them to conveniently manage the process of concluding policies regardless of the channel in which the document was submitted. The central management of the entire process of policy conclusion makes it possible to significantly shorten its time.