Nigeria's REGIC Insurance sweet on Kissflow low-code

Nigerian insurer Royal Exchange General Insurance (REGIC) has deployed a low-code platform from Indian company Kissflow (which also has U.S. and Dubai offices) to reduce its claims processing time from three days to two hours.

Platform users can build applications to perform business and operations functions. REGIC created applications for its workflow and case management on Kissflow.

John Agbai, Chief Digital & Information Officer, Royal Exchange General Insurance (REGIC)

“Some key results include a reduction of the process cycle time from two to three days to 10 minutes,” John Agbai, Chief Digital & Information Officer of REGIC, stated in a written response to questions. “One to three manual processes were converted to automated processes each week after implementing Kissflow, and we were able to process 545 claim requests in just three months.”

REGIC, which has 16 branches throughout Nigeria, sought to digitize more of its business operations and improve efficiency. “We were struggling with overspending, delays for approving customers’ claims due to teams that were geographically dispersed, and a paper-based system,” Agabi wrote.

Agabi pointed to Kissflow’s capabilities for real-time measurement, built-in analytics, and budgeting as functions that helped REGIC improve its operations.

Kissflow’s user interface displaying real-time measurement of claims and processing progress brought value, according to Agabi. “The focus on customer experience was a key component of REGIC’s decision to leverage Kissflow,” he wrote.

Analytics in Kissflow’s service allowed REGIC to track claims processing, flagging claims that have deadlines, Agabi stated. By using Kissflow, REGIC can be sure it is meeting service level agreements, track customer deliverables and update customers in real time.

Kissflow’s budget capabilities ensure that operations budgets are not exceeded by sharing information throughout an organization like REGIC. REGIC reduced instances of exceeding budgets by 85%, according to Agabi. Kissflow ensured “that all stakeholders and employees are able to access the information and that there is complete transparency,” he wrote.

The low-code nature of building applications using Kissflow allowed REGIC’s business teams and personnel other than IT professionals to easily work with it, according to Agabi. “We could encourage collaboration between technical teams and department heads to quickly create applications that are directly meeting the needs of each individual department,” he wrote. “This removal of siloed processes and data has greatly improved our efficiency and productivity while also better meeting customer needs.”