Leading P&C insurer sets the standard for service with ECM Case Study | Insurance | Bahrain National Insurance The Challenge Bahrain National Insurance (bni) is the Kingdom of Bahrain’s leading insurance provider. Driven by a strong commitment to customer service, bni was the first insurer in the country to open multiple branches, with three locations solely dedicated to managing automobile claims in its Motor & Personal lines. While the offices were strategically located to benefit claimants, multiple locations made it difficult to process claims quickly with manual processes. Routing physical files among the branch locations, as well as to and from the head office, took too much time. As a result, bni’s claims operation slowed. The insurer knew that optimising its automobile claims processes meant improving the way the company managed its information. That’s when bni found OnBase by Hyland, an enterprise content management (ECM) solution. The Solution Before they could respond to questions, bni staff had to search through file cabinets to locate the appropriate file. If the file had already been sent to another office, responding to a claimant’s inquiry took considerably longer than it should. Now, bni scans and indexes all of its motor claims information and stores it in OnBase. With one central electronic repository, staff in any location easily find the materials they need right when they need them, pulling documents up on their screens with the click of a mouse. “If staff couldn’t find the information right away, they would have to ask customers to come back to the office the next day so that they had time to find their file. Now, staff provide answers immediately,” said Bayan Al-Jaberi, senior manager. Customer Bahrain National Insurance Employees 200 Location Kingdom of Bahrain Department Claims
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Leading P&C insurer sets the standard for service with ECM
Case Study | Insurance | Bahrain National Insurance
The ChallengeBahrain National Insurance (bni) is the Kingdom of Bahrain’s leading insurance provider. Driven by a strong commitment to customer service, bni was the first insurer in the country to open multiple branches, with three locations solely dedicated to managing automobile claims in its Motor & Personal lines.
While the offices were strategically located to benefit claimants, multiple locations made it difficult to process claims quickly with manual processes. Routing physical files among the branch locations, as well as to and from the head office, took too much time. As a result, bni’s claims operation slowed. The insurer knew that optimising its automobile claims processes meant improving the way the company managed its information.
That’s when bni found OnBase by Hyland, an enterprise content management (ECM) solution.
The SolutionBefore they could respond to questions, bni staff had to search through file cabinets to locate the appropriate file. If the file had already been sent to another office, responding to a claimant’s inquiry took considerably longer than it should. Now, bni scans and indexes all of its motor claims information and stores it in OnBase. With one central electronic repository, staff in any location easily find the materials they need right when they need them, pulling documents up on their screens with the click of a mouse.
“If staff couldn’t find the information right away, they would have to ask customers to come back to the office the next day so that they had time to find their file. Now, staff provide answers immediately,” said Bayan Al-Jaberi, senior manager.
CustomerBahrain National Insurance
Employees200
LocationKingdom of Bahrain
DepartmentClaims
Beyond improving access to information, OnBase offers bni a number of business process tools that expedite decision-making. While each branch manager has the authority to approve claims below a certain monetary amount, for claims in excess of that amount, approvals must come from the head office. Manually routing claims to and from the head office was a three- to five-day process. By automatically routing claims information through the insurer’s approval process with OnBase, bni executes the same approval process electronically, in less time and with only one physical item sent by courier – the claimant’s check.
OnBase offers increased visibility into the claims process, as well. Rather than calling the different branches and speaking to staff in different departments, staff access the workflow queue and see exactly where a claim is in the process. This helps staff balance their workloads while allowing managers better supervision to ensure that any delays are resolved quickly.
The DifferenceImproved customer satisfaction: First-call resolution and increased responsiveness have helped bni increase its customer service levels. “We conduct annual customer satisfaction surveys and the year we implemented OnBase, our rating jumped 60 percent,” said Al-Jaberi.
Increased security: Eliminating physical files and manual processes lowers the risks of damaging, misplacing or losing customer information. Confidential customer information is securely stored and shared only with authorised OnBase users.
Greater business continuity: By storing its information electronically, bni also protects it from the area’s extreme climate, which causes paper to disintegrate over time.
Faster claims processing: Electronic routing and automatic workflows keep claims moving through the approval process to expedite decisions and resolve claims quickly. Also, bni claims adjustors (called surveyors) now receive their daily assignments via email, so they start the day working on a claim, not a to-do list.
Reduced expenses: Messenger and courier fees, paper costs and printer cartridges add up quickly. bni eliminated these expenses, putting money back into its operating budget while being more environmentally friendly. For example, rather than printing photos of damaged vehicles, bni now uploads the digital images to OnBase. With this one change, the company uses 96 fewer reams of paper each year.
One solution, multiple applications: Having had so much success using OnBase to manage information and processes for automobile claims, bni plans to provide mobile OnBase solutions to empower its field staff and online portals to facilitate collaboration with authorised service providers. The insurer is also expanding its solution to its underwriting department and introducing workflow to Human Resources and other back offices.
Learn more at OnBase.com/Insurance »
“Since we implemented OnBase, we have a faster, more accurate and secure claims process. We’re processing more claims without having to add staff and we’re saving money by eliminating courier costs.”
–Mahmood Al Adraj, infrastructure manager, Information Technology
