Head of Communications
HanseMerkur health insurance creates basis for growth without increasing the workforce
Berlin, 10/21/2010 -
HanseMerkur Krankenversicherung AG automates its service billing processes using the inubit BPM-Suite from Berlin-based inubit AG. This enables the company to deal with the significant increase in insured persons over the last few years without having to greatly expand its workforce, and at the same time allows it to maintain its high standards of customer service. So far, an automation rate of 20 percent has been achieved, which is to be increased to at least 30 percent by connecting additional systems in the future.
Between 2003 and 2009, the number of people insured by HanseMerkur increased from 366,000 to a total of 1.2 million. To reduce time-consuming processes in checking the insurance coverage, information such as the customer name, service provided and billing amount are automatically extracted and, as part of a preliminary check, compared to the information in the database using the inubit BPM-Suite. In exceptional cases where dialog interaction with the agent is required, the inubit BPM-Suite ensures that the right persons are actively integrated at the right time via Web Services. The option to “put processes to sleep” and to “wake them up again” means a concept has been developed for asynchronous dialog connection with the active process on the client side, with the effect that the client offers the dialog tasks assigned to the agent profile for prioritized processing.
Each month, 68,000 customer letters result in 59,000 service bills, of which about 20 percent are generated automatically. The inubit BPM-Suite integrates the systems in the existing IT landscape, such as mainframe, inventory management system and existing databases, and integrates various tools such as medical verification systems for service checks or a rule engine for mapping complex decision rules. Parallel to this, automatic preliminary checks increase the number of service bills per employee and the extensive automatic checks by the new processes reduce the stock claims ratio.
Sönke Volquartz, Head of the Organizational Development Group at HanseMerkur, summarizes as follows: “For HanseMerkur staff, the work focus shifts from data entry and manual invoice verification with insurance cover reconciliation to special verifications of complex matters. In addition, the time saved during data reconciliation makes it possible to focus on the core business: sustainable service for existing customers and winning new ones.”
In future, the inubit BPM-Suite is to be used as the leading system for orchestrating all service billing processes in order to further expand the end-to-end process design and increase the share of automated processing to at least 30 percent. To do so, all verification sub-processes will be integrated into the health insurance service process step-by-step. The inubit BPM-Suite will also be used to integrate the components for the calculation of agreed reimbursement amounts, which are currently still mapped in a downstream system. Once the service processes have been implemented completely in the inubit BPM-Suite, additional inventory and service systems will be integrated and orchestrated with the corresponding processes of the inubit BPM-Suite.
The HanseMerkur Group has developed into a modern, nationally operating insurance group with more than 1,740 employees and independent agency owners, with € 962.2 million of contributions received and investments of € 3,628.8 million. Growth is being driven mainly by the main business area, health insurance, with premiums of € 699.5 million collected. With 22,348 new customers in comprehensive health insurance, 2009 saw record growth in the company’s history. HanseMerkur Krankenversicherung AG also provides supplementary cover to 55,647 persons with statutory health insurance, bringing the total number of privately insured HanseMerkur customers to 1.2 million at the end of 2009.
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