MSIG Insurance (Hong Kong) Limited
Contact person: Angela Chan, Ivy Lau
Email address: [email protected]
Contact number: (852) 2894 0578, 2894 0615
Asia and ANZ
The Digital Insurer Insurance Innovation Award
MSIG’s EASY Claims System Makes Big Changes
Confronting the major challenges of changing consumer expectations and behaviour, MSIG’s Claims team in Hong Kong is successfully transforming its operating model from procedure-focused, to service-oriented. Claims processing is now more robust, customer-focused and business friendly while maintaining high standards of claims integrity and regulatory compliance.
Claims is the most important touchpoint in the insurer and policyholder relationship. Many surveys have revealed that automation is woefully under-implemented at claims operations in insurance companies. MSIG made the bold decision to choose Claims as the first project of its digitisation initiative.
At MSIG, we have taken a radically creative approach to reimagine our entire claims handling process. Instead of digitising what we already had, we threw away the rule book to redesign our processes from scratch. Chief among the major breakthroughs delivered with the new EASY Claims system is an unprecedented degree of business process automation.
Results are impressive. Originally taking one to two man-days to complete 11 steps for initial fact checking and registration of a claim application, the EASY Claims system automation now finishes them in 15 minutes. Furthermore, it enables us to increase transparency of our claims process. Customers will receive an instant SMS acknowledgement upon successful online submission. When the system completes the checking and registration process, it will send another SMS to confirm the claim number for the registered claim. All submitted information is then shared with all parties concerned via a fully secure digital process that orchestrates all interactions.
Instead of re-engineering traditional end-to-end claims processing workflows, we broke them down into steps that could be made more nimble and agile. Tasks can easily be re-grouped into different workflows whenever the need arises. Unlike our legacy system - which used to take months to change workflows - changes to the EASY Claims system take only a fraction of time to implement. This motivates staff to share the knowledge and experience of their daily work, which is invaluable to us in building great systems logic for continuous improvements in customer experience and operational efficiency. Automated features also keep staff aligned with compliance requirements, which removes a lot of fear of making mistakes in our highly-compliant industry segment. The high degree of flexibility and user-friendliness of the EASY Claims system opens up many more opportunities to drive staff engagement.
Automatic indexing of documents, data capture, validation, population and calculation are now completed without human intervention. Steps and procedures are triggered by the system to send reminders or notifications to all parties concerned - whether internal or external - initiating a human follow-up action or acknowledgement as required and drastically reducing the waiting time between process steps. For simple cases like travel delay claims, the EASY Claims system can identify the supporting documents submitted online. A letter will be generated by the system to notify claimants of any outstanding documents. System alerts will be dismissed automatically upon receipt of all required documents.
On the customer front, great efforts were made to create a better user experience within the EASY Claims system. MSIG is the first general insurer in Hong Kong to allow online claim submission for all lines of business. Claimants can submit claims and upload any type of video, imagery or documents online via desktop computer or any mobile device without the need to download an app. They are guided virtually whilst filling in an online claim form. Incomplete forms can be saved as a draft for easy retrieval and completion later.
Simply put, the online claim submission, shorter claims life cycle as well as automatic notifications of the updates of the claims process creates an extraordinary experience and transparency which claimants and intermediary partners value highly.
Standards of service can be consistently maintained as in-built system intelligence constantly monitors productivity and manages bottlenecks. Especially at times of staff turnover or peak claims periods, manpower resources of less experienced team members are pooled together for cross-team allocation. Experienced Claims handlers are able to concentrate on providing more professional services to clients and intermediary partners. With automation in place, our Claims expertise at all levels is better utilised according to the volume and complexity of claims cases on hand, without compromising our service quality.
While the EASY Claims system automation is taking care of routine steps and procedures, staff can now focus on policy interpretation and technical assessment to develop their claims expertise. Cross-team collaboration also provides Claims staff with more exposure to different product classes. In essence, the EASY Claims system helps MSIG to alleviate the challenge of talent recruitment and retention, which has been an insurance industry issue for many years.
Not only has the EASY Claims system digitised the Claims operations of MSIG, it has created huge potential to perfect our claims service which we firmly believe will generate plenty of new business opportunities, digital and otherwise.