Customer Story
How Eastern Alliance Automated Claims Mail with AI
Eastern Alliance's claims mail team shares how an AI Agent named Phyllis took on daily mail indexing and now gets claims teams their mail the same day.
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About this story
Eastern Alliance Insurance Group had a small, important mailroom team and a three-business-day turnaround for claims mail that was hard to hold. When anyone was out, the whole team felt it, and staff indexed mail at lunch and at night to keep up.
In this customer story, Harry Talbert, Senior Vice President of Information Systems, and Jen Zimmerman, Manager of Business Systems, explain how Eastern Alliance brought on Phyllis, a Bevaya AI Agent that indexes its highest-volume claims mail every day, and why they chose a partner focused only on insurance.
The result. Eastern Alliance now holds its turnaround time and gets claims mail to its claims team same day, same hour.
What you'll learn
Small teams feel every absence
With a small mailroom team, any PTO or sick day put the three-day claims mail turnaround at risk.
Welcome the AI Agent to the team
The mailroom team named their AI Agent Phyllis and celebrated her arrival with a pizza party.
Claims mail arrives the same day
Phyllis indexes Priority 5 mail every day, so the claims team gets its mail same day, same hour.
Choose a partner that speaks insurance
Eastern Alliance picked Bevaya for its insurance focus and its ability to lead workflow decisions.
Full transcript
Meet the Eastern Alliance team
Harry Talbert, Eastern AllianceI'm Harry Talbert. I'm the Senior Vice President of Information Systems. I've been with the company for 24 years.
The claims mail challenge
Harry Talbert, Eastern AllianceWhen we looked at the mailroom, there were challenges. There was too much work there. It is an important team for us, but it was a small team. And so any ripple that happened, PTO, someone's out sick. We felt the pain of that.
Jen Zimmerman, Eastern AllianceMy name is Jen Zimmerman. I am the manager of business systems here at Eastern. We had an SLA and a turnaround time of three business days to do our claims mail, and we rarely got under three. We worked hard to stay at three, but it was tough, so I would index.
I indexed at lunch, I indexed at night and our receptionist indexed every day. I mean, it became part of her job as well.
Meet Phyllis, their AI Agent
Jen Zimmerman, Eastern AllianceOur digital coworker, think about your best employee all wrapped up, and that should be our digital coworker, right? They're going to be your most productive, efficient worker. So, our digital coworker. Her name is Phyllis and Phyllis was named by two very long term members of our mailroom team. So that week we had a pizza party to celebrate Phyllis and then we welcomed her to the team.
Today what Phyllis is doing is she is indexing our Priority 5 mail, which is our normal mail, but it is our highest volume. Phyllis works every day, even when we're not here and even when we're closed and she doesn't call sick and she's very productive and that's what she's been doing since she started indexing every day.
Results for the claims team
Jen Zimmerman, Eastern AllianceI feel like we've had a great success story and Phyllis, you know, in a year has made a big impact on my team. We're able to maintain our turnaround time. We're giving great results to our claims team as far as getting them their mail same day, same hour.
And I'm really just excited to see what else we can do here at our company to help our teams be more productive and more efficient and service our customers.
Why Eastern Alliance chose Bevaya
Harry Talbert, Eastern AllianceThey're only focused on the insurance industry and that appealed to us. They could talk our language, they could take control of a meeting and lead us through different workflow options. They knew the insurance lingo and knew some of the challenges that we were probably facing being in so many projects.
Jen Zimmerman, Eastern AllianceYou kind of want it. The players are a big deal, right? You have the right people and you get the right results. And, it could be a little tougher if you don't have the A-Team. So the fact that it went so fast and we made quick decisions in a short time frame, it was very rewarding.
And I think, you know, in the end to say that we have the first digital coworker here at Eastern. You know, I'm very proud of it and it's pretty cool.
Harry Talbert, Eastern AllianceWe are ecstatic with Phyllis. It was kind of a marriage of two different ideas, and so we solved the problem and accomplished, you know, investing in AI.
Frequently asked questions
How did Eastern Alliance automate claims mail indexing?
Eastern Alliance brought on a Bevaya AI Agent, named Phyllis by its mailroom team, to index its Priority 5 claims mail, which is its highest-volume mail. Phyllis works every day, including when the office is closed.
What problem was Eastern Alliance solving in its mailroom?
The mailroom was a small team with too much work and a three-business-day turnaround for claims mail that it rarely beat. Any PTO or sick day slowed things down, so staff indexed mail at lunch and at night to keep up.
What results has Eastern Alliance seen from AI in claims mail?
Eastern Alliance now maintains its claims mail turnaround time and gets mail to its claims team same day, same hour. Jen Zimmerman, Manager of Business Systems, says Phyllis has made a big impact on her team in its first year.
Why did Eastern Alliance choose Bevaya?
Eastern Alliance chose Bevaya because it focuses only on the insurance industry. Harry Talbert says the team spoke their language, knew the challenges they faced, and led them through workflow options, which let the project move quickly.
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