Indeed, handwriting.

What began as a bold initiative in January 2022 has evolved into one of the most significant operational transformations in StarLife's history. This narrative outlines how Robotic Process Automation (RPA) not only revolutionized the company’s internal operations but also redefined its client service delivery in the digital era.

From Paper to Digital Precision

Envision an underwriting team inundated with a mountain of proposal forms—some typed (pdf fillable forms), others filled with handwritten text in varying styles. Each day, valuable hours were spent manually inputting data, seeking out missing information, and rectifying errors. The process was laborious, slow, and prone to mistakes.

In 2022, StarLife introduced bots as part of an RPA initiative designed to automate the extraction and processing of client data from fillable proposal forms, whether typed or handwritten. This effort was not simply about digitizing data; it was an endeavour to integrate intelligence into the system.

By leveraging advanced machine learning, StarLife’s bots were able to learn to read handwriting, extract typed content without error and automatically input data into operational systems through APIs. The outcome was a more efficient onboarding process, with the bots assuming the bulk of the data entry work.

A Thoughtfully Planned Transformation

Such a significant change was not achieved overnight. StarLife’s journey with RPA was strategic, methodical, and centered on its workforce. It began with process design and staff sensitization in September 2022, laying the foundation for the automation initiative. In February 2023, bot development and testing were completed by Enterprise Computing Limited (ECL). Subsequently, intensive staff training was conducted to ensure seamless integration of RPA into daily operations.

On March 8, 2023, StarLife officially launched its RPA system, and the impact was immediate.

The system operates with remarkable precision: filled forms are scanned into a secure folder, bots extract essential client data from these forms, and underwriters review and correct any discrepancies, particularly from handwritten content.

The Impact in Numbers

The results of this transformation are clear when examined through a quantitative lens. Over the span of just two years, StarLife significantly reduced its reliance on manual underwriting—from 85.4% to a mere 7.09%. Meanwhile, the percentage of smart underwriting increased to nearly 93%. Processes that once took days to complete can now be finished in a matter of hours or even minutes.

The positive impact on clients has been profound: faster processing times, fewer errors, and an overall more efficient, responsive experience from the moment they engage with the company.

Empowering Employees, Not Replacing Them

Notably, automation has not displaced employees; rather, it has empowered them. Underwriters now devote less time to repetitive data entry and instead focus on more cases that are complex, risk assessments, and client interactions. Human oversight remains an integral part of the process, especially in reviewing handwritten forms, but it is now directed toward the areas where it is most needed.

Impact on Sustainability

At StarLife Assurance, automation has enabled employees to move away from repetitive tasks, resulting in improved resource efficiency through reduced paper usage and lower energy consumption. This transformation boosts operational sustainability by delivering quicker and more precise underwriting decisions. By alleviating employee stress and fostering a healthier workplace, automation at StarLife advances environmental, operational, and human sustainability, securing the company’s long-term resilience and adaptability.

Looking Ahead: The Future of Life Insurance

StarLife’s success with RPA is not merely a technological achievement; it represents the realization of a broader vision. It is about modernizing the paper-based practices that have long characterized the life insurance industry, creating a future that is faster, smarter, and more interconnected.

As StarLife looks to the future, there is a palpable sense of excitement. Behind the scenes, bots continue to streamline tasks that once hampered operational efficiency.

At StarLife, even the robots are working to help individuals live better, more secure lives. StarLife Assurance continues to lead the way in innovation, demonstrating that when tradition is harmonized with technology, extraordinary advancements can be realized.