Max Bupa implements Newgen BPM solution

Profile

Max Bupa Health Insurance is a, 74:26, joint venture between Max India Limited, a multi-business corporate with expertise in life insurance and health care and Bupa, a leading international healthcare provider with 65 years of healthcare knowledge. Max Bupa brings together a combination of Bupa’s global health insurance expertise and customer service expertise with Max India’s understanding and experience of the Indian health and insurance sectors. Max Bupa offers quality health insurance services through a dedicated team of over 1000 people and its network of 21 offices across 13 cities – Delhi, Mumbai, Hyderabad, Chennai, Bangalore, Pune, Ludhiana, Chandigarh, Jaipur, Surat, Kochi, Kolkata and Patna. Max Bupa offers individual and family oriented health insurance policies for Indians across all age groups.

Max Bupa Health Insurance has been recognized as the Celent Model Insurer of Asia for 2014, one of the most coveted honour in APAC region, for effective technology usage in insurance. With a strong focus on utilizing technology to deliver the best in class service, Max Bupa is creating a benchmark in the industry through innovative IT practices.

Challenge

Max Bupa needed a solution to bring about overall improvement in terms of process efficiency, SLA adherence and customer engagements. Max Bupa’s focus from the time of inception has been to evolve and transform customer experience, by offering exceptional customer service through smart and hassle free processes.

Solution

Max Bupa implemented Newgen Software Technologies’ BPM solution to automate core processes like New Business, Claims, Healthcare Provider Enrolment, Agent Licensing, and Renewals. These solutions together enhanced customer experience through improved interactions, and reduced customer response timelines. Max Bupa needed a solution to bring about overall improvement in terms of process efficiency, SLA adherence and customer engagements. Newgen with its vast domain expertise, robust product platforms and invigorating business solutions helped us significantly improve our customer response rate.

Benefits

Newgen’s mobility application ZapIn enabled end to end automation of the highly critical New Business process thus providing a uniform end user experience. Through this implementation, Max Bupa became the first insurer in India to introduce a mobility application into its customer acquisition process.

The innovative IT solutions by Newgen have helped Max Bupa streamline and automate their customer facing business processes.