Sanitas Health Insurance

With around 835,000 customers, Sanitas is one of the largest health insurance providers in Switzerland. Sanitas offers a broad range of compulsory and supplemental health insurance solutions that are tailored to the needs of both private individuals and businesses.

 

Processing incoming mail at Sanitas had always involved a great deal of manual effort and was managed internally. In 2018, the health insurer explored outsourcing data entry and forms processing operations to an external provider, for technical and strategic reasons. 

Sanitas hoped that outsourcing data entry would reduce costs and improve cost flexibility whilst maintaining high standards. Thereby minimizing the risks and costs usually involved with replacing legacy IT systems. 

Discover the services that SPS provides for the Insurance Industry

 

SPS took over Sanitas’s entire mail management operation. This included:

Sanitas would continue to carry out the downstream technical processing.

SPS implemented a modern one-touch-processing (OTP) solution for performing these services. Mail opening and scanning for the digitization of data are now carried out in a single step using modern machines. 

The separation and classification of scanned documents, as well as documents submitted via app or online portal, are now partially automated using state-of-the-art software. 

This offers the following advantages:

1. Automated prioritization of incoming mail and efficient scanning of invoices and customer documents

2. A high degree of automation in the physical and digital reading of customer correspondence, incl. email/portal/app

3. Processing of incoming post within one day, including prioritization, digitization, post-processing, and forwarding to the relevant internal Sanitas departments

As part of the outsourcing initiative, SPS took on around 30 Sanitas employees and was able to find a fair solution for all of them based on their existing employment terms. ‘Knowing that the staff would get a fair deal was a key factor in our decision,’ said Alex Friedl, Head of Claims and Customer Service at Sanitas. 

 

Data protection and compliance are very important to Sanitas. Compliance requirements must be strictly adhered to during all processing activities. Health insurance must also meet the FOPH and FINMA requirements. SPS was able to guarantee that the processes will comply with these guidelines and external regulations, as it is with all our partnerships. 

Introducing automation measures and working with an experienced partner doesn’t just improve internal processes – the changes would also have a positive effect on Sanitas’ customers. Reduction of throughput times even during peak periods; simpler and more efficient processes; synergy effects along the entire processing chain; improved service quality – all of these things will help to improve customer satisfaction among policyholders in the short to medium term. “Sanitas opted for SPS because it has the potential and innovative capacity to implement further innovations and improvements’ - Alex Friedl, Sanitas Health Insurance

 

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