Royal and SunAlliance in Ireland is installing a £2m claims management system that it says will eliminate paper files completely.
The system, Insurance Desktop, is being developed by FileNet and Phoenix Royal Technology Group and will allow customers to see their own claims file using the internet.
Claims staff at RSA, Ireland's second largest insurer, will be able to access the virtual filing cabinet from a central web browser when the system goes live – by April, 2001.
RSA said the system will produce a number of benefits including faster response times and increased productivity and competitive advantage.
It also expects to remove paperwork from the claims process and to automate report allocation.
Barry Timlin, IT manager of RSA in Dublin, said: “The insurance desktop system means our customers can now communicate with us by post, telephone, fax, email or through the web.”
He added that RSA expects the desktop claims package will form the platform for its future ecommerce development.