Infosys' iClaim-Claims Processing Solution

The Problem: The drive towards improvement in the Infosys Claims systems and processes was launched to decentralize and simplify activities, improve user experience and reduce cycle time for claims resolution. Based on user inputs and feedback, this process was identified to be taken up as part of the Smarter Infosys initiative sponsored by the CEO. At the start of this initiative in May 2011, open claims ageing beyond 30 days were 6,500+. The average claims settlement time was 16 days and on an average, exception claims used to take more than a month to be settled. The process improvement was initiated with the following objectives: improve experience index, improve cycle time of claim processing and reduce overall effort involved in the claim process.

The Solution: A simplified user interface was rolled out to improve user experience. Changes were made in the existing processes in order to remove redundancy by straight-through processing. Steps that were causing delay were identified & alternate solutions for the same were implemented.

The Result: 20000+ claims that were open for a long time were now closed. A reduction of 760% was observed in the ageing of claims beyond 15 days. The number of open exception claims saw a 70% reduction. The turn-around time for claims processing saw a reduction of 25%. This ultimately lead to increased user satisfaction.