AN INSURANCE FIRM AUTOMATES PROCESSES
Max Bupa recently embarked upon a new journey of automation to increase visibility in the industry and be able to reach out to more audience
Max Bupa has six decades of experience in the healthcare industry with 11.3 million customer base in over 190 countries. It had aggressive plans to increase their marketshare by introducing new distribution channels. But it was not possible until the company streamlined processes to drive better and effective decision making. Therefore, they were looking to replace their manual processes which could lead to high policy issuance turn-aroundtime, with a simple, systematic and improved operational workflow solution. The insurance company strove to find out a solution that could allow it to expand reach and strengthen its distribution channels.
A PEEK INTO THE CHALLENGES
Max Bupa faced a number of challenges in adopting the right solution and thereby, driving better decision making to aggressively pursue its goals. “We needed a solution for end-to-end automation of key business processes including claims settlement, registration of new providers,
contract renewal for existing providers, renewal of rate lists and addition of addendums. We also wanted reduction of through-put times for its processes including policy issuance, renewal of existing policies, and recruitment of new agents,” says Anubhav Rajput, Vice President and Head of Information Technology, Max Bupa Health Insurance.
Enhancing visibility to drill down and negotiate bottlenecks and lacunas for improving customer services was yet another challenge which the company wanted to overcome. Automating processes to improve data de-duplication, maintain credit histories and strengthen Anti Money Laundering (AML) control also topped their list. Also, digitization of huge volumes of documents processed each day at branches and creation of a centralized repository of all documents remained core to the requirements in a new solution.
Max Bupa also needed to replace its manual system with a simple, systematic and improved operational workflow solution.
CHANGE CONSIDERATIONS
Max Bupa roped in Newgen to automate its processes, increase visibility and strengthen its footprint in the market. “Being a growing organization, Max Bupa
We needed a solution for endto-end automation of key business processes including claims settlement, registration of new providers, contract renewal for existing providers, renewal of rate lists and addition of addendums —Anubhav Rajputl, Vice President and Head of Information Technology, Max Bupa Health Insurance
intended to streamline its processes so that it could take well-informed decisions which could in turn take it to new heights. For this, it wanted to implement a workflow system along with an underlying document management system,” adds Rajput.
Apart from this, Max Bupa also required a scanning solution through which it could scan its document at the Branch level and introduce them directly into the system, thereby reducing the TAT and the delays. Due to the Manual processing of the Applications, the various checks such as De-Dupe, Blacklist and AML could not be effectively performed. In the absence of a De-dupe check, the same customer could have two Customer IDs in the system. Also, due to the lack of automation, manual intervention was required at various stages of the process. In Claims Settlement Process, Max Bupa aspired for a system that would have the functionality to refer cases to different departments as well as has the capability to allow reopening the Rejected claims cases. IT required a solution that could cater to both the Pre- Authorization and Reimbursement claims.
LEVERAGING THE SOLUTIONS
Max Bupa and Newgen worked in tandem to achieve the objectives of the software deployment. At multiple levels, the teams helped each other. Newgen tried to understand every aspect of the processes. The implementation done at Max Bupa helped the organization derive the functional benefits.
Newgen offered Max Bupa its BPM Solution OmniFLow with an underlying content management engine and also, its enterprise level scanning application - OmniScan. For driving better efficiency and creating better visibility through drilled down reports and real time activity monitoring, Newgen also installed its Business Activity Monitor (BAM). The comprehensive solution from Newgen had the following products and components.
Often the new deployments result in resistance from employees who do not embrace change quickly. The company did not face such issues as the solutions were easy to use. “Employees are more than happy with the implementation. Since the same is helping them achieve their respective targets much before the assigned timeline, thus increasing their overall effectiveness and efficiency,” further reveals Rajput.
Having deployed the new solutions, the firm offers quality health insurance services through a nexus of 3500 top quality hospitals and healthcare in India and has the best of health insurance as well as customer service expertise and experience. It has expanded its reach further and strengthened its footprint.