Challenges

One of Malaysia's largest insurance companies, operating across 30+ branches nationwide, faced significant challenges in managing its claims process. With the absence of automation, the organization struggled with inefficiencies that affected operational performance and customer satisfaction. By implementing our low-code automation platform, they transformed their claims process into a seamless, fully automated workflow.

Manual and Time-Consuming Claims Submission

• Claimants and agents had to manually fill out physical forms for claims, typically requiring 5-6 documents per submission.
• These forms were scanned and submitted to HQ for processing, introducing delays due to incomplete or inaccurate submissions.

Inefficient Processing at HQ

• The manual handling of scanned forms at HQ created a bottleneck, with staff required to manually extract information and input it into their internal system.
• This labour-intensive approach led to longer processing times, reduced accuracy, and increased operational costs.

Lack of Tracking and Transparency

• Without a digital workflow, the progress of claims could not be easily tracked. This lack of visibility caused frustration for claimants and agents, as they were often left in the dark about the status of their submissions.