Suncorp - Best Tech Awards 2025 Business Transformation
Suncorp creates a smarter, simpler way to manage claims with SAP WalkMe Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Financial
Services
https://www.suncorp.com.au/Insurance Products and
Services
SAP WalkMe
Suncorp Group is an ASX-listed Trans–Tasman insurance company, headquartered in Australia.
With a heritage dating back more than 100 years, Suncorp provides insurance products and services through some of Australia and New Zealand’s most
recognisable brands. Our dedicated teams live our purpose of building futures and protecting what matters every day.
By integrating WalkMe into its existing technology ecosystem, Suncorp was able to drive meaningful change by enhancing efficiency, consistency and user
experience without the need for a full-scale system overhaul.
Suncorp creates a smarter, simpler way to
manage claims with SAP WalkMe
Business Transformation
Industry WebsiteProduct and Services Featured SAP Solutions
Financial
Services
https://www.suncorp.com.au/Insurance Products and
Services
SAP WalkMe
Suncorp Group is an ASX-listed Trans–Tasman insurance company, headquartered in Australia.
With a heritage dating back more than 100 years, Suncorp provides insurance products and services through some of Australia and New Zealand’s most
recognisable brands. Our dedicated teams live our purpose of building futures and protecting what matters every day.
By integrating WalkMe into its existing technology ecosystem, Suncorp was able to drive meaningful change by enhancing efficiency, consistency and user
experience without the need for a full-scale system overhaul.
Suncorp creates a smarter, simpler way to
manage claims with SAP WalkMe
Business Transformation
Challenges
Administration overload in the claims process
In the insurance industry, speed, accuracy, and empathy are essential, especially during the claims process when customers are often facing
stressful or emotional situations. Suncorp knew that every minute claims advisors spent on manual administration was time taken away from
supporting customers in their return to health journey. An ongoing challenge was the volume of mandatory correspondence required as part
of the claims process, including letters that were necessary for compliance, but time-consuming to create.
Manual, multi-step processes
The process for generating a single letter involved multiple manual steps: pulling claim data from a core platform, transferring that data into
an external system to generate the letter, and then manually entering it again to pass the task to offshore processing teams. On average, it
took six minutes to complete one letter. Across the teams, this added up to a significant time burden, often at the expense of customer care
and job satisfaction.
Seeking a smarter, integrated solution
A way to simplify the process was needed- one that would reduce administrative load, improve accuracy, and let claims advisors spend time
where it would make more of a direct impact on customer outcomes. The goal wasn’t to start from scratch but to enhance what the business
already had. WalkMe allowed Suncorp to build integrated, efficient workflows without major disruption.
Laying the foundation for digital adoption
WalkMe gave Suncorp the flexibility to build intelligent, embedded solutions that improved workflows without the need for large-scale IT
overhauls. It provided the platform for “Postie Pat” – a WalkMe-powered digital assistant that supports the letter-generation process. This
not only reduced time spent per letter from six minutes to two but also removed unnecessary steps from the process.
Administration overload in the claims process
In the insurance industry, speed, accuracy, and empathy are essential, especially during the claims process when customers are often facing
stressful or emotional situations. Suncorp knew that every minute claims advisors spent on manual administration was time taken away from
supporting customers in their return to health journey. An ongoing challenge was the volume of mandatory correspondence required as part
of the claims process, including letters that were necessary for compliance, but time-consuming to create.
Manual, multi-step processes
The process for generating a single letter involved multiple manual steps: pulling claim data from a core platform, transferring that data into
an external system to generate the letter, and then manually entering it again to pass the task to offshore processing teams. On average, it
took six minutes to complete one letter. Across the teams, this added up to a significant time burden, often at the expense of customer care
and job satisfaction.
Seeking a smarter, integrated solution
A way to simplify the process was needed- one that would reduce administrative load, improve accuracy, and let claims advisors spend time
where it would make more of a direct impact on customer outcomes. The goal wasn’t to start from scratch but to enhance what the business
already had. WalkMe allowed Suncorp to build integrated, efficient workflows without major disruption.
Laying the foundation for digital adoption
WalkMe gave Suncorp the flexibility to build intelligent, embedded solutions that improved workflows without the need for large-scale IT
overhauls. It provided the platform for “Postie Pat” – a WalkMe-powered digital assistant that supports the letter-generation process. This
not only reduced time spent per letter from six minutes to two but also removed unnecessary steps from the process.