MTIBU Switches to Electronic, Cutting Document Search Time by 50%

Following the introduction of electronic insurance policies and the electronic Europrotocol in the auto insurance market, MTIBU decided to digitize and automate its internal processes. The organization received a large volume of correspondence from victims, lawyers, and government bodies. Some of this came in paper form through the citizen reception office, while others were sent by couriers or mail and handled by the office. This resulted in confusion as different departments processed them, leading to lost or duplicated letters because victims often sent documents by both email and regular mail, causing duplication of responses and correspondence handling processes.

It was challenging to organize control over paper documents as they sometimes “stalled” at certain stages for weeks, and the management had no visibility on their whereabouts. Some documents got lost, deadlines for processing documents were not always met, and the control department had to manually track these by calling employees to check if they had responded to letter №XXX, and filling out Excel spreadsheets. This was inconvenient and time-consuming, and MTIBU aimed to accelerate and automate these processes.