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Leaving legacy apps behind

While serving 18 million customers across 24 markets in Asia and Africa, a leading APAC insurer identified an opportunity to enhance efficiency by integrating and automating its systems. However, doing so would require modernizing the organization’s Singaporean operations.

The insurer’s legacy business process management system forced employees to navigate multiple applications for essential tasks. This included viewing allocated tasks, accessing medical and non-medical documents in content manager, and reviewing underwriting decisions in their existing tool. In addition, users had to track case statuses and histories, including audit trails, in a separate policy administration system. The company envisioned a one-stop solution to simplify key activities like risk assessment, policy issuance, and claims management and eliminate inefficiencies.

To realize this vision, the insurer partnered with ÎÚÑ»´«Ã½, leveraging its extensive experience in similar transformations and its technical expertise to deliver a seamless solution.

Building a new workflow application

ÎÚÑ»´«Ã½ and the insurer collaborated through a series of workshops spread out over three months which provided an opportunity to analyze key processes, such as new business, policy servicing, and claims, and identify where automation could most effectively support additional efficiency.

The solution involved developing a low-code/no-code cloud-based workflow application to streamline operations and reduce reliance on legacy systems. Leveraging its partnership with IBM, ÎÚÑ»´«Ã½ implemented a BPM workflow with a customized UX/UI aligned to the insurer’s enterprise architecture. A laser focus on change management ensured a smooth transition, while a flowchart-style rules engine and automation tools enhanced decision-making and operational efficiency overall.

Scalable efficiency

The scalable platform, with key features like case segregation based on underwriting (UW) and straight-through processing (STP) decisions, and automatic allocation to user groups based on customer segments, UW decisions, and plan types, were developed during this transformation. This has significantly reduced policy issuance timelines. A unified dashboard set up, now consolidates all relevant information, ensuring a seamless user experience and supporting further digital transformation.

To significantly reduce reliance on multiple applications and cutting turnaround times, the system also introduced the auto distribution feature, which enabled load balancing while accounting for employees’ availability and defined case parameters. This allows the processing of hundreds of policies daily.

The transformation enabled a 60% increase in end-to-end straight-through processing for new business by integrating multi-channel application submissions, automated data extraction, classification, and a unified UW workbench. For policy servicing, it automated simple transactions, eliminated back-office dependencies, updated core systems for renewals, and streamlined standard non-financial services.

Additionally, claims operations benefited from the introduction of STP with electronic submissions, rule-based assignments, and skill-based workflows. This enabled a data-driven and automated workflow approach, now improving processes across new business, policy servicing, and claims, improving efficiency and operational outcomes.

ÎÚÑ»´«Ã½ continues to maintain the application, with plans to scale the transformation further. As a next step, the insurer is set to roll out these solutions in other Asian regions, extending the benefits of the initiative. As the partnership evolves, ÎÚÑ»´«Ã½ remains committed to supporting the insurer’s efforts to optimize services and claims processes.