Enhancing workaround processor for manual task processing for policy admin department

Abstract

Insurance companies processing and servicing customer’s needs. Customer’s satisfactions are the most important part for the insurance companies, so that the customer trusts the company and willing to continue with the company services for the long periods. To build the trust and keep promises to client, company should deliver client quality services via automation and digitalization of the work process are play an important role. Healthy relationship is built from the trust. The purpose of this action research is to identify the factors that lead to lead to low turnaround time and unproductive tasks, to recommend solution by send statement and letters by email instead of hardcopy to client, automation process for surrender and cancellation task and upload the image in work flow by vendor instead of provide PDF copy to AmMetLife and to implement solutions by enhancing workaround processor for manual task processing to reduce turnaround time and to avoid unproductive tasks at workplace. The factors that contribute to the low turn around and unproductive tasks are due to Policy Admin Department work together with vendors to deliver the statements and letters to group product client via hardcopy. Second is unsatisfactory turnaround time performance such as surrender and cancellation task process manually which is in high volume on monthly basis. Unproductive tasks referring to the return image received from vendor in PDF copy for renewal certificate and statements. At the same time, the research aims to propose automation task and digitalization process flow as an intervention plan towards the organization and hence to evaluate the effectiveness of the automation process after the implementation take place at AmMetLife Insurance Berhad. McKinsey's framework for digital transformation strategy theory and roadmap for digital site model underlie the model framework in the current study. A mixed-method approach applied in this research using interviews and through comparing reports, invoices and work flow process chart before and after the interventions.