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Varun Arya

Case management as a field is getting more and more eyeballs ever since people realized the kind of efficiency gains it can provide in the unstructured space. One of the biggest success stories for case management has been in the field of healthcare, a field where hitherto information technology hasn’t made enough impact. The fact that an illness can be treated as a case and doctors can have a platform to access the patient’s entire medical history and collaborate with other medical staff has brought about a tremendous change in the way healthcare is delivered. Let us start by defining case and case management.

Case – Any transaction of the external world with the system can be termed as a case. For e.g. in insurance, a claim, an enquiry for term insurance and a request for address change can all be considered a case.

Case Management – An approach that involves treating every external transaction as a case and providing a technology platform for knowledge workers to collaborate is one of the simplest definitions of a case management system.

In order to identify the areas where a case management solution would bring value, one should look at the unstructured space within the organization, areas where knowledge workers hold the key and are doing most of their work manually. Few such areas in the Insurance vertical are –

1. Claims – Insurance claims will always require a claim handler, a person who understands the domain, who can make sense of the situation. A claims handler can greatly benefit with a case management system. Imagine having all the documents available digitally, all the claims data at fingertips and tracking event wise steps different knowledge workers have taken in handling a particular claim.
2. Underwriting – An underwriter’s job is primarily to profile a customer into one of the categories provided in the actuarial models. An underwriter would benefit greatly with all the analytics capability a case management system can bring in. Often the underwriter’s job is one of the most manual and insurance companies would benefit greatly by giving some structure to it.
3. Billing and Collections – The number of third parties involved makes this one of the most unstructured space in the insurance industry thus making it a suitable area to implement a case management system. The ability to identify and track every customer transaction with a case id across the value chain can bring a lot of peace in the house.
4. Policy Administration – Every customer request should be handled in the quickest and most efficient way to give the best possible experience to the customer. What better way than routing every transaction through a case management system.

Happiest Minds solutions’ group has developed a unique Innovative Case Management (iCM) solution to help insurance companies handle their unstructured space in a lot better fashion thus enabling them to make better sense of all their data and deliver a better customer experience. Please get in touch with us for a demo on how iCM can help your insurance operations.

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