HDFC ERGO : Helios

HDFC ERGO is a relatively new entrant in the general insurance business,
where the typical life of a policy is one year. Hence there is a defined focus
to have the policy issuance process streamlined with quick turnaround times. The
challenge for the organization is to effectively track proposals submitted by
sales team at branches spread across the country through the end to end process
of policy issuance and dispatch to customer. The main requirement was to ensure
that the BPM solution should be integrated with the core platform used for
booking policies and reporting should be available to identify the problem
areas. From sales perspective, the need of the hour was to be able to provide
the customer a valid status of the policy issuance process and set up the right
expectations. From an operations perspective, the ability to identify
bottlenecks and enhance productivity by load balancing work assignments was a
key area. To address these challenges, the company has implemented a workflow
solution codenamed HELIOS using the Savvion BPM platform. The solution provides
tracking from the point that the transaction is received at a branch location to
its dispatch and processing at a central location and storage, post policy
issuance. Through this implementation the company has gained complete
tranperancy of policy issuance process, and can get the real-time status of the
policy as it is processed in the core system. The company can identify
bottlenecks and point of delays in the system and take necessary evasive
actions.