Getsafe Case Study

Find out how digital insurer Getsafe was able to optimize its processes and free its employees from time-consuming administrative tasks by digitizing its letter mail.

Getsafe is an exclusively online insurer with the stated goal of making insurance more attractive for its customers — in an app, simply via smartphone. For example, customers can file claims with just a few clicks or change their insurance coverage in real time.

challenge

More and more customers today expect to be able to access information and services anywhere and anytime at the push of a button. They want insurance products that they can easily understand and buy from their couch on Sunday evenings with just a few clicks. This is exactly where Getsafe comes in with its digital solutions. The company pursues a clear self-service strategy that enables users to change all details of their insurance at any time and independently in the app. Nevertheless, Getsafe receives around 300 letters a month from cooperating insurance companies or in connection with claims settlement, such as letters from lawyers, experts or other parties involved. This correspondence had to be viewed, processed and archived — a manual and therefore time-consuming process. To keep customers up to date quickly and transparently, Getsafe wanted to process letters more quickly and efficiently.

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“Getsafe receives around 300 letters a month from cooperating insurance companies or as part of claims settlement, such as letters from lawyers, experts or other parties involved.”

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requisitions

The incoming mail should no longer be received in paper form by Getsafe, but should be digitized by a service provider and then made available on a platform in the cloud or via e-mail as PDF files. The mail should then be automatically forwarded to the responsible specialist department for processing. This required the corresponding metadata such as sender or addressee to be stored in the PDF files. In addition, customer letters should be destroyed after digitization and original attorney letters delivered to Getsafe.

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solution

Caya set up forwarding for Getsafe at Deutsche Post and has been receiving incoming mail from Getsafe at one of its scan centers ever since. Here, as a service provider, Caya processes the letters, including automated opening, preparation and scanning. In addition, text recognition (OCR) and AI-driven extraction of data are being prepared for further steps, including saving the read data in the metadata of the documents. Caya then makes the indexed PDF files and metadata available to the customer Getsafe on its modern document cockpit platform. From there, customer letters are sent to the Zendesk ticket system via a special email address. The other digitized letter is reviewed by the insurance company's office management.

“As a service provider, Caya processes letters, including automated opening, preparation and scanning.”

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upshot

Getsafe uses Caya to ensure that the insurance agent's entire inbox quickly reaches the right recipients. The time required previously for this has been massively reduced. The customer care team is freed from time-consuming administrative tasks and can dedicate themselves to value-adding tasks, such as processing customer concerns.

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“The customer care team is freed from time-consuming administrative tasks and can dedicate themselves to value-adding tasks, such as processing customer concerns.”