“The health operations team together with the IT team initiated the project. They prepared detailed requirements which included several important factors such as features, technical aspects and security of the platform. Within a couple of months, we were ready to go,” says Dipu KV, President, Bajaj Allianz General Insurance. A call was given for UAT Testing and the software was deployed for production. The portal went live soon after.
The project’s journey right from the idea to implementation and adoption went without any hitch and has produced rich dividends for the company, says Dipu. By leveraging automation, resource requirement has reduced from 5 – 7 FTEs to around 1 FTE. Live status updates are now sent to stakeholders round the clock. The innovative project has been able to bring together several technologies, partners as well as internal stakeholders and allows the company to reach new customers and tremendously enhance customer experience.
Dipu claims that his organization is the first general insurance company to initiate such an innovative medical checkup process.
“We have made the innovation available at the customer doorstep. Leveraging mobile applications and instant transfers of customer’s recorded data such ECG and other vital signs to the core system and digital transfer of medical data as well as lab reports has meant that the whole process is seamless,” says the tech leader.
The platform has been able to create a seamless on-boarding experience for its customers and has empowered them with a self-guiding appointment system that works according to their convenience. The completely paperless journey has been able to provide a great experience to customers.
Earlier, the entire pre-insurance medical checkup process was done manually with a number of dependencies and interventions from other teams. The process included as many as 15 manual activities like recommendation of medical reports by underwriters, extraction of medical test data, cleaning of data, case registration involving manual typing of customer details into the system for every case and forwarding the files to the vendor, etc. Moreover, data had to be uploaded manually on the TPA site which was quite time-consuming. Users had to update the status manually against every case by switching multiple windows. The uploading of reports, follow-ups with diagnostic centers, downloading of medical reports and uploading them again into the system were all tedious tasks.
Today, it is quite evident that Bajaj Allianz General Insurance would not have been able to achieve its business objectives. Due to the fact that the innovative project involved multiple organisations, new emerging technologies and new levels of engagement with customers, the initiative is indeed extraordinary in terms of impact and scope.