Case Study
Indian life insurance company overcame tele-underwriting data capture challenges with Dynamics 365
OUR CLIENT
This leading life insurance provider in India offers long-term savings and protection products to help customers as they progress through different stages of life. The company has more than ₹3 trillion assets under management.
THE CHALLENGE
Reliability and compliance issues for tele-underwriting
The insurance company faced significant challenges in conducting and capturing tele-underwriting information, a specialized approach where trained medical underwriters collect personal health information from prospective clients. Unlike typical industry practices, the company’s unique process involved comprehensive risk assessments, requiring a high level of accuracy, compliance, and real-time data capture.
Tele-underwriters were required to manually toggle between multiple documents, forms, and information systems, updating details across various records and handling scripted questions on separate screens. This lack of real-time integration led to potential data inconsistencies and significant room for error. The existing system also required tele-underwriters to spend considerable time on low-value tasks, like repetitive data entry across multiple forms, detracting from their focus on high-value assessments and increasing the potential for human error. The company’s previous tele-underwriting system was owned by an external technology partner, creating compliance concerns and making it challenging to meet specific business rules for quality assurance and regulatory adherence.
THE TRANSFORMATION
Deploying Microsoft Dynamics 365 with productivity-enhancing customizations
After a thorough requirements gathering exercise with the company’s business leaders and IT department, UST deployed Dynamics 365 with these customizations:
- A portal for medical underwriters—The intuitive navigation segments the medical examination form into five sections, providing medical underwriters with a seamless workflow to conduct tele-underwriting calls and gather health information.
- Embedded telephony capabilities—By using Microsoft’s Channel Integration Framework, medical examiners can click on an icon to launch a phone call from within the portal. This functionality enables them to conduct calls from anywhere with only a laptop—without switching between multiple screens or needing an external phone system.
- Real-time integrations—Unified connections between the website, CRM, underwriting system, document management, telephony solution, and AWS for compliant call storage ensures seamless data flow and operational efficiency across all systems.
- Custom dashboards—Personalized, real-time dashboards for doctors, quality control, and system admins delivers relevant insights for each user group and fosters continuous process improvements.
THE IMPACT
Gaining peace of mind with reliable, compliant tele-underwriting
The new Azure-hosted Dynamics 365 solution ensures secure, reliable capture, storage, and retrieval of tele-underwriting calls, resolving compliance concerns and eliminating risks of penalties from missing call recordings. The solution delivered these benefits:
- Reduction in lead time—Automated workflows and integrated telephony reduce the time required for each call, allowing underwriters to handle more cases and enhance customer experience.
- Higher conversions—A streamlined process means underwriters can engage more effectively with clients, boosting conversions and supporting business growth.
- Increased productivity—The intuitive platform reduces manual work, allowing staff to focus on high-value assessments and improve overall productivity.
- Dependable call capture and storage—The Dynamics 365 solution securely retrieves tele-underwriting call recordings stored on a cloud platform, addressing compliance concerns and eliminating risks of penalties from missing call recordings.
- Enhanced quality control and real-time feedback—The platform enables real-time feedback for doctors through an intuitive quality control process, allowing ongoing performance monitoring and continuous improvement.
- Customized dashboards—User-specific dashboards provide real-time insights, tailored for doctors, quality control, and system administrators to streamline workflows and improve decision-making.
- Streamlined audit and compliance—The solution’s audit logs and automated workflows support regulatory compliance and increase operational efficiency, ensuring smooth and compliant tele-underwriting operations.
RESOURCES
https://www.ust.com/en/what-we-do/strategy-implementation-operations/enterprise-application-services