Malaysian insurer MPI Generali Insurans Bhd is adopting Kofax’s Digital Process Automation (DPA) and Robotics Process Automation (RPA) solutions to further improve its customer experience and overall business process efficiency.
MPI Generali’s digital transformation program will see improvements in its customer onboarding journey and key services such as underwriting, claims, and invoice processing through a unified platform utilising Kofax Total Agility, Mobile and RPA solutions.
“In this era of mobile transactions and digital services, it only makes sense for MPI Generali to digitise our onboarding and claims processes,” said Oliver Tan, CEO, MPI Generali Insurans Bhd. “We are putting our customers at the centre of digital transformation across the insurance value chain.”
The entire project is expected to be fully implemented this year and will be deployed in several phases. Phase 1 will revolve around policy servicing and new applications while Phase 2 will centre on claims management. The third and final phase will improve on accounts and billings.
Insurance companies were often seen as slow in processing claims or for having insurance policies that are too complex. Digital and RPA solutions make the companies more efficient in signing up, approving, and processing claims and invoices. This will naturally reduce operational and ancillary costs, improved organisation and increased Net Promoter Score.
MPI Generali’s digital transformation will be steered by Vikas Sinha, its head of strategy and transformation. Sinha expects an increase in customer satisfaction levels arising from increase self-service options and lower barriers to signing up for policies. He also anticipates a simpler, smarter and faster experience for customers.
MPI Generali Insurans Bhd was formerly known as Multi-Purpose Insurans Bhd. Its core business is underwriting general insurance.