HL Assurance - Insurer Innovation Award 2023

1. World’sDigitalInsuranceAwards2023
HLASJourneyToClaims
Innovation&Transformation

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HOWCONCEPTISDERIVED Can you put all
of these in one
system and
automate it?
• With the rising volume of HLAS claims, the usual practice was to increase manpower.
However, there is always a shortage of claims personnel in the market
• HLAS then decide to invest in customising a Claims system to improve productivity and
efficiency, so as to optimize the resources
• With that objective in mind, the team commence in sourcing for technology vendors
to develop this system. With our claims leaders who are proficient in claims handling,
a concept of how the claims system should be built was explained and the purpose of
this system was to save time and effort for the claims team
• Though many vendors showed prototypes of what they have, the system was not
exactly what we wanted. Eventually, we selected a partner, who is experienced in
digital solutions, and was able to customize to our requirements. With HLAS’s valuable
inputs, we requested to have all tools required to assess claims be put together into
one system with automation.
• With this, we started the journey of our Smart Claims system

3. PREVIOUSCLAIMSPROCESS
Claimant register for
claims through our
online portal
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Claims is then stored in our
Claims Management system
(CMS)
Admin staff will manually
extract the received files from
the CMS and save into the
shared drive
Admin staff will manually
extract the received files from
the CMS and save into the
shared drive
Admin staff will manually
run the program to
convert to database files
Database registers and generates Claims Numbers and
Admin staff copies the claim numbers from the database
and paste into the CMS

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CHALLENGESOFOLDPROCESS
• Laborious work and effort are required
• Prone to human errors that lead to inaccurate information and
incorrect formatting on the system
• Productivity was slower as it takes 3 or more steps to assess a
claim and even longer when validating documents provided by
customer
• A lot of time was spent to assess one claim as different
platforms are required – from flight delay to foreign currency
conversion
• Human resource expenses to increase as more manpower is
required to meet the timeline
• Slow turnaround time

5. NEWCLAIMSMANAGEMENT SYSTEMPROCESS
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Data
Exchange
Claimant register for
claims through our
online portal
Claim information and documents are
automatically stored in our NEW claims
management system (CMS)
CMS downloads received file and sends to
database. Admin staff open the database
and run the batch job
Database now
validates policy
coverage; registers
the claims and
generates the claim
numbers
automatically
Database sends policy
details and claim
numbers to NEW CMS
with claims number
indicated
Customer can now check the status
of their claim, know who the
assessor is and the expected date of
the claim outcome
All process are fully automated via
cloud data exchange

6. NEWSYSTEMPROCESS-CLAIMSHANDLERASSESSMENTVIEW
View for Pre and Post Smart Claims System
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Old System assessment view. Claims
handler has to click on almost every one
of the items to assess (look at the
checkbox in the screenshot below)
• All the claims details are now shown on one page and there is an indicator that shows
information provided by the claimant
• Submission tab contains claim description and details, system will now then able to pre-assess
the claims automatically. Payment tab contains the reserve pay out value.
• Claimant tab shows Policyholder, Claimant, and Payee Details; it also shows the plan type and
purchase date, which is now all in the same view.

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NEWSYSTEMPROCESS–STREAMLINEDOCUMENTATION
• Streamlined documentation for claims validation

To view the documentation submitted by
customer, in the old system, claims handler
needs to click on each checkbox to open
the documentation
With the new CMS system, all documents are now viewable and we just need to
download all the documents in the folder.
New documents sent in by customer in email, will also automatically be uploaded into
this folder. No more missing documents and manual uploading

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NEWSYSTEMPROCESS–CASESTUDY
• In this case study – we can see that customer is claiming under 3 Benefits: Flight Delay, Baggage Delay and Damaged Luggage
1. For the claim under Flight Delay, you can see the icon in the system shows the data for the date/time of the flight number having
validated via a 3rd party website. Which saves us time for manual search.
2. Claim on Baggage Delay – since the Policy only covers delayed arrival of luggage overseas, therefore, the new system has the ability
to check that the delay is in the country Japan and the delay is more than 6 hours. Hence, this claim is covered
3. On the same screen are the Damaged Luggage claim. When the claimant provided us with the details, the system can now be able to
compute for the pay out value of the two damaged pieces of luggage

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NEWSYSTEMPROCESS–AUTOMATEDASSESSMENT
• The new Smart Claims system now has the ability to assess the claims automatically.
• We have catered for the New System to have built-in calculators and logic that helps in pre-assessing the claim.
CASE STUDY:
• For Baggage Delay – Since luggage was delayed overseas, system will compute the number of hours of delay and pay out according
to what we set as pre-requisites
• For Damaged Baggage – System is able to convert the receipt currency from USD to SGD and determines the value of the claim
item and assess based on what we set in the system
• System now able to automatically calculate the pre-assess amount for all the claims together, which saves time and reduces human
error.

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NEWSYSTEMPROCESS–CLAIMSCORRESPONDENCES
• With the new system, the outcome of claims and correspondences can also now be automated
• Once the claim is assessed, the assessor will just need to click on “Settlement Offer” and the email is populated
with the settlement template and the breakdown of the payout.
• This is an easy reference for the Claimant to understand how the claim was assessed.
• Customer communication templates have also been designed for Request for information/documents, and other
common correspondences assessor use, standardizing the way we communicate with the customers.
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11. BENEFITSOFNEWSMARTCLAIMSSYSTEM
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INSURED PERSON CLAIMS TEAM HL ASSURANCE
Peace of mind as visibility on the
status of the claim
Better customer service – less time
spent on claims processing
Cost savings in manpower, and
hours. From 15 claims per day,
productivity up to 40 claims per day
Lesser calls on claims status since
customers are able to view online.
No Long Wait - Timely outcome of
the claim
More flexibility – clearing claims
faster, able to process claims within
timeline
Cost savings on claims leak. With
pre-assessments based on policy
conditions and benefit limits, almost
zero chance of paying ineligible
claims.
Accurate and clear assessment of the
claim
Ability to spent more time on
complex cases
Improved customer experience –
faster turn around time with clear
and accurate assessments

12. ThankYou
Claudine Heng
+65 6922 6044 / 9852 5303
Claudine.heng@hlas.com.sg
www.hlas.com.sg
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