{"id":857749,"date":"2025-04-08T16:05:06","date_gmt":"2025-04-08T16:05:06","guid":{"rendered":"https:\/\/www.capgemini.com\/no-no\/?post_type=client-story&#038;p=857749"},"modified":"2025-05-08T16:08:40","modified_gmt":"2025-05-08T16:08:40","slug":"a-leading-life-and-protection-insurer-in-apac-cuts-processing-time-by-50-across-policy-servicing-new-business-and-claims","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/a-leading-life-and-protection-insurer-in-apac-cuts-processing-time-by-50-across-policy-servicing-new-business-and-claims\/","title":{"rendered":"A leading life and protection insurer in APAC cuts processing time by 50% across policy servicing, new business, and claims"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 28.999999999999996%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">A leading life and protection insurer in APAC cuts processing time by 50% across policy servicing, new business, and claims<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/sites\/23\/2025\/05\/Leading-APAC-insurer-client-story-case-study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the case study<\/span><span class=\"type\">3 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: A leading life and protection insurer<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Singapore<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Insurance<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/no-no\/?post_type=client-story&amp;p=857749\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/no-no\/?post_type=client-story&amp;p=857749\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">In collaboration with ÎÚÑ»´«Ã½, the insurer streamlines operations and deliver efficiencies with an upgraded, integrated workflow<\/h2><p class=\"intro-para-content\"><strong>Client Challenge: <\/strong>The insurance leader wanted to streamline user experience and simplify key operational processes for their new business, policy servicing, and life and health insurance claims.<br><strong>Solution: <\/strong>Together with ÎÚÑ»´«Ã½, the Insurer developed a cloud-based, low-code workflow application powered by IBM\u2019s business process management (BPM) tools.<br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>50% reduction in dispute resolution and processing times<\/li><li>65% of new business and 35% of point-of-sale business are now managed by straight-through processing (STP), within a year of implementation<\/li><li>70% more efficient assessment of life insurance claims<\/li><li>Improvements set the stage to scale deployment across additional Asia-Pacific regions<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-leaving-legacy-apps-behind\">Leaving legacy apps behind<\/h2>\n\n\n\n<p>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\u2019s Singaporean operations.<\/p>\n\n\n\n<p>The insurer\u2019s 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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-building-a-new-workflow-application\">Building a new workflow application<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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\u2019s 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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/Leading-APAC-insurer-client-story-image-2.jpg?w=960\" alt=\"\" class=\"wp-image-1116538\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-scalable-efficiency\">Scalable efficiency<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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\u2019 availability and defined case parameters. This allows the processing of hundreds of policies daily.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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\u2019s efforts to optimize services and claims processes.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"section latestStoriesBlock \"><div class=\"container\"><div class=\"contentTitle\"><h2 class=\"story-heading\">Client stories<\/h2><\/div><div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-4 col-lg-8\">\n\t\t\t\t\t\t<div class=\"storyBox \">\n\t\t\t\t\t\t\t<div class=\"imageWrapper focused-image-container\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/enhancing-esg-data-integrity-and-efficiency\/\" aria-label=\"Enhancing ESG data integrity and efficiency\"  tabindex=\"-1\">\n\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/12\/Leading-global-insurer-client-story-web-page-banner.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/12\/Leading-global-insurer-client-story-web-page-banner.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/12\/Leading-global-insurer-client-story-web-page-banner.jpg?w=500&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/12\/Leading-global-insurer-client-story-web-page-banner.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" class=\"focused-image\" \/>\n\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Insurance<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/enhancing-esg-data-integrity-and-efficiency\/\" aria-label=\"Enhancing ESG data integrity and efficiency\" >\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Enhancing ESG data integrity and efficiency<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"col-md-8 col-lg-4\"><div class=\"row\"><div class=\"storyBox btmSpaceThreeStory col-lg-12 col-md-6\">\n\t\t\t\t\t\t<div class=\"imageWrapper focused-image-container\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/a-new-platform-opens-the-door-to-innovation-for-a-global-insurer\/\"  aria-label=\"A new platform opens the door to innovation for a global insurer\" tabindex=\"-1\">\n\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/A-new-platform-opens-the-door-to-innovation-for-a-global-insurer-banner.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/A-new-platform-opens-the-door-to-innovation-for-a-global-insurer-banner.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/A-new-platform-opens-the-door-to-innovation-for-a-global-insurer-banner.jpg?w=500&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/A-new-platform-opens-the-door-to-innovation-for-a-global-insurer-banner.jpg\" alt=\"A new platform opens the door to innovation for a global insurer\" style=\"object-position: 0% 0%; object-fit: cover;\" class=\"focused-image\" \/>\n\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t<span class=\"storyTag\">Insurance<\/span>\n\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/a-new-platform-opens-the-door-to-innovation-for-a-global-insurer\/\"  aria-label=\"A new platform opens the door to innovation for a global insurer\">\n\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">A new platform opens the door to innovation for a global insurer<\/h3>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"storyBox btmSpaceThreeStory col-lg-12 col-md-6\">\n\t\t\t\t\t\t<div class=\"imageWrapper focused-image-container\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/how-a-leading-financial-services-firm-set-the-stage-for-hyper-personalization\/\"  aria-label=\"How a leading financial services firm set the stage for hyper-personalization\" tabindex=\"-1\">\n\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/02\/Client-story-Banking-and-financial-services-web-Banner_2880x1800.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/02\/Client-story-Banking-and-financial-services-web-Banner_2880x1800.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/02\/Client-story-Banking-and-financial-services-web-Banner_2880x1800.jpg?w=500&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/02\/Client-story-Banking-and-financial-services-web-Banner_2880x1800.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" class=\"focused-image\" \/>\n\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t<span class=\"storyTag\">Financial services<\/span>\n\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"https:\/\/www.capgemini.com\/no-no\/news\/client-stories\/how-a-leading-financial-services-firm-set-the-stage-for-hyper-personalization\/\"  aria-label=\"How a leading financial services firm set the stage for hyper-personalization\">\n\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">How a leading financial services firm set the stage for hyper-personalization<\/h3>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><\/div><\/div><\/section>\n\n\n\t\t<section class=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class='career-invent-header'>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"slider slider-fader 1468da50-e63d-43a4-851d-11137696a1d5\">\n\t\t\t\t\t\t\t\t<div class=\"slider-list \">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide active \">\n\t\t\t\t\t\t\t<div class=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-sapphire3\">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\" data-maxlength=\"68\" title=\"Insurance\">Insurance<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\" title=\"Driven by disruptive technologies, the insurance industry is transforming at an unprecedented pace.\">Driven by disruptive technologies, the insurance industry is transforming at an unprecedented pace.<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div 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class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/section>\n\n\t\t","protected":false},"excerpt":{"rendered":"<p>In collaboration with ÎÚÑ»´«Ã½, the insurer streamlines operations and deliver efficiencies with an upgraded, integrated 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