Insurance is a promise of protection, and delivering on that promise requires technological finesse. Journey with us through three case studies that showcase how Joget is helping insurance companies innovate, adapt, and lead in this new era of digital disruption.
Investigation Portal Management System
Customer: Top 3 General Insurance Providers in India
This case study focuses on the challenges faced by a company in managing its claims investigation process. The primary issue was the reliance on a manual, paper-based system, which led to inefficiencies and high claim turnaround times. Data collection and consolidation were done manually, often resulting in frequent delays. The company also needed to engage external parties to investigate and collect claims details, using paper forms that were later consolidated into PDF reports for the claims processing team. Furthermore, outsourcing claim investigation data to third-party agencies presented limited control over the data collected by investigators, adding to the complexity and inefficiency of the process.
To address these challenges, the company developed an Investigation Portal Management System on the Joget platform within a three-month period. This new system was integrated with the existing legacy enterprise resource planning (ERP) and business process management (BPM) systems. The integration was crucial in pulling claim and case details and posting investigation data for further processing. The system aimed to provide a centralized and automated solution for managing third-party agencies, employees, and investigation data. It was designed to streamline the entire claims investigation process, from data collection to report submission.
The implementation of this system significantly transformed the claims investigation process. It allowed the operations team to efficiently assign cases, review investigation reports, request corrections, and process data through a multi-level approval process based on various criteria. A companion portal was also created for investigation agency heads to manage their teams, assign field investigation tasks, review investigation data, and submit final reports. This automation and centralization of the investigation process led to a substantial reduction in delays and improved the claim turnaround time. The company successfully transitioned from a manual, paper-based system to a streamlined, automated, and more efficient claims investigation process.
Automated Order Approval System
Customer: Fortune 100 Global Company and Among the Top General Insurance Providers in the World
This case study focuses on the challenges a company faced with document management and approval processes. The main issues included the need to improve the quality, accuracy, and traceability of documents and approval statuses. The company relied heavily on manual processes for document routing, escalations, and approvals. Purchase orders and insurance documents were typically sent and routed via email as PDF attachments for review, and paper documents required manual signatures from approvers. This business flow was not only time-consuming and labor-intensive but also lacked auditability for approved or rejected documents. Additionally, the storage of physical documents presented challenges, including increased storage costs and the need to comply with government regulations.
To address these challenges, an Automated Order Approval System was built using the Joget platform. The objective was to automate and digitalize the approval processes, thereby eliminating the need for manual effort on email responses. This system was designed to streamline the entire approval workflow, incorporating a variety of features to enhance efficiency and accuracy.
The implementation of this system brought about significant improvements in the company’s order approval process. By utilizing features such as alerts, digital signatures, and PDF reader and writer plugins, the system created a seamless process that greatly reduced the turnaround time for order approvals. This automation also increased the accuracy and transparency of the workflows, enhancing the overall quality of document management. The company successfully transitioned from a manual, inefficient process to a streamlined, automated, and more reliable system, improving compliance and reducing operational costs associated with document storage and management.
Group Health Insurance Client Onboarding
Customer: Allied Benefit Systems
This case study focuses on the challenges faced by a company in its customer onboarding processes, which were primarily managed through manual activities using technologies like spreadsheets and local databases. The onboarding database and business documents were not integrated, leading to inefficiencies. Recurring activities such as updating business rules, adding new products/services, and onboarding new customers required the involvement of local technology-savvy personnel. Moreover, the system had security risks due to a lack of permission-based access and faced issues typical of manual processes, such as limited tracking capabilities, human errors, and overall inefficiencies. There was also difficulty in tracking Service Level Agreement (SLA) compliances and breaches, with inadequate oversight for managing SLA violations.
To address these challenges, Mokxa Technologies developed and delivered an end-to-end Customer Onboarding Platform within three months using the Joget platform. This platform created a single system of record that seamlessly integrated with critical systems such as the Enterprise Data Warehouse and Active Directory Integration. Additionally, a UI-based Record Management System was built, allowing business users to initiate, track, update, and close the onboarding process efficiently.
The implementation of this system significantly transformed the customer onboarding process. The solution automated over 10 business processes through 25 user screens, empowering business users to take charge of their activities without relying heavily on technical expertise. This automation not only streamlined the onboarding process but also enhanced the accuracy and efficiency of operations, leading to better management of SLA compliances and breaches. The company successfully moved from a manual, error-prone system to a more secure, integrated, and user-friendly digital platform.
Customer: B Circle
This case study focuses on the challenges faced by a company in managing its internal memo approval process. The process was heavily reliant on paper forms, with over 50 different types of forms in use. Employees had to fill out these forms and submit them for approval following the company’s management structure and authority levels. The company, having branches nationwide, generated several thousand memos each month, and the approval process could involve more than 10 stages, even going up to the CEO for final approval. This lengthy process often took several weeks to complete, and tracking the status of memos was a significant challenge. Moreover, memos often got lost in the process, leading to high operational costs.
To address these challenges, the company introduced Mo-N-Flow, a system designed to modernize the internal memo management process through comprehensive digitization. This transformation involved converting all existing paper forms into electronic forms (E-Forms) and establishing an approval workflow that aligns with the organizational structure. The approval authority was seamlessly integrated into Joget’s Business Rules, providing system administrators with the flexibility to adjust as needed.
Upon completion of the memo process, the system extracts data from the E-Forms and approval history from Joget to generate a PDF memo. Electronic signatures from approvers are applied, and the PDF memo is merged with accompanying documents to create a single file. This consolidated PDF memo is then stored in the Document Management system, ensuring easy reference and accessibility.
Additionally, Mo-N-Flow incorporated Line OA integration, enabling notifications to be sent to users via Line in addition to emails. The system also ensures that employee data and the organizational structure are interconnected. This means that any changes in management personnel or department transfers are automatically updated in the workflow process, eliminating the need for manual adjustments.
The implementation of this system significantly streamlined the memo approval process, reducing the time taken for approvals and improving operational efficiency. The digitization of the process not only eliminated the issues related to lost memos but also reduced operational costs associated with paper-based processes. This transformation led to a more efficient, transparent, and user-friendly internal communication process within the company.
Project Governance Solution
Customer: Allied Benefit Systems
This case study focuses on the challenges faced by Allied Benefit in managing their project governance process. The company struggled with tracking project statuses, which involved sending reminders and reports in a tedious and time-consuming manner. The process was burdened with redundant tasks that were prone to human errors. Additionally, information silos within the organization made data extraction for analysis and decision-making difficult and cumbersome. There was a lack of oversight for managing potential roadblocks, such as missed deadlines, inefficient resource allocations, budget overruns, changes in critical paths, etc. This led to frequent bottlenecks and delays in the project reviews, approvals, and initiation processes.
To address these challenges, a Mokxa developer collaborated with Allied Benefit’s teams to develop and deploy a Project Governance Solution within four weeks. The development process involved small, effective sprints, accommodating changing requirements on the fly. This solution provided Allied Benefit with a single source of truth, allowing quick access to project details, progress reports, and other relevant data, ensuring an innovative and effective project governance process.
Focused on effective communication, collaboration, and iterative development, Mokxa provided a framework that enabled Allied Benefit to prioritize and manage projects based on strategic value, resource requirements, risk factors, and alignment with business goals. The solution was integrated with Allied Benefit’s existing business system, ensuring that project approval, resource allocation, and other governance processes were seamlessly automated and consistently maintained across departments.
The implementation of this system significantly improved the project governance process at Allied Benefit. It eliminated the cumbersome aspects of the previous system, reducing the potential for human errors and the time taken to track and manage projects. The new system facilitated better decision-making, improved oversight, and efficient management of projects, leading to more streamlined processes and the effective achievement of strategic goals.
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