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Pacific Cross Insurance Company Limited
Industry
Insurance
Service
Data Centre, System Integration
Challenges
Rising costs and increasing complexity drive healthcare and insurance organisations to reassess their HBMS. Pacific Insurance needs a more sophisticated and centralised HBMS to help manage their insured's data systematically
Solutions
COL has helped Pacific Insurance to develop, implement and run the HBMS at COL's data centre. By centralising, standardising, and automating work processes in one single system, OPEX is trimmed, data security is enhanced, and work efficiency has been greatly improved
Improved Claims Processing using Enhanced Health Benefit Management System (HBMS):
Pacific Insurance Increased Competency Through COL's IT Outsourcing Service

Rising costs and increasing complexity drive healthcare and insurance organisations to reassess their HBMS. These organisations strive to provide excellent services and find innovative ways to make their HBMS more efficient and effective. Smart outsourcing can definitely help optimise the business process. Pacific Cross Insurance Company Limited (Pacific Insurance), a subsidiary of Everest International, has made a smart choice for its health benefit management outsourcing process.

Pacific Insurance is an international medical and travel insurance firm with its head office in Samoa and third party administration offices located in the Philippines, Hong Kong, Indonesia, Thailand, and Vietnam. Document management is a key task in the health insurance sector as there are considerable amounts of claim forms and documents required to be handled daily. A centralised, well-designed and systematic HBMS is essential for Pacific Insurance to manage members' personal data, policy details, product information, claims history, and payment record.

Pacific Insurance used to have different health benefit management systems in each of its branch offices managed by different vendors. "As our business spreads across the Asia Pacific region, we need a more sophisticated and centralised HBMS to help manage our insured's data systematically. Company-wide access to data and information sharing among different locations is important to us," said John Casey, CEO of Everest International. "Data velocity, security and reliability are our main concern and we want to maximise business value of our technology investment to enhance our operation performance which in turn further increases customer satisfaction, so we need a reliable outsourcing partner to work with us hand in hand to enhance our HBMS."

Powerful HBMS that Brings Substantial Value

Pacific Insurance needs an experienced outsourcing vendor who understands how the industry works. "It is not easy to locate a vendor who possesses extensive industry know-how and solid experience in cross-country claims process," commented Mr. Casey. "COL has gained a strong foothold in the finance and insurance sectors and has established a solid reputation for its excellent IT outsourcing and data centre services. It is believed that with COL's strong capability in data centre service and proven track record in managing the IT outsourcing process particularly for the insurance sector, we can develop a robust HBMS with their professional advice and support."

COL has helped Pacific Insurance to develop, implement and run the HBMS at COL's data centre. The HBMS handles all claim requests, payments, memberships, and policy information for all Pacific Insurance's offices across the Asia Pacific region. By centralising, standardising, and automating work processes in one single system, OPEX is trimmed, data security is enhanced, and work efficiency has been greatly improved. "Centralised process management also facilitates tighter security control and maximises the output of resources management. The new HBMS is equipped with sophisticated analytical tools plus various reporting formats which allows us to analyse business scenarios from various points of view," said Mr. Casey.

Value-added Business Continuity Plan (BCP) is In Place

Data Centre
In view of the high security risk, COL has also helped Pacific Insurance design and implement business continuity planning to step up emergency preparedness. Production data is hosted in COL's site while data backup is mirrored in another site. COL also provides regular drills for Pacific Insurance to ensure the plan is practical, up-to-date, and reflects the insurance company's current business needs. "Risk management is one of our priority tasks at Pacific Insurance. We need a well-designed plan which can perfectly match our business model and requirements. We are impressed with the insights, advice, and helpful support COL has given us and using which we can work out a practical continuity plan very quickly," commented John Casey.

"We are very pleased that our professional and IT consultation service has been able to help Pacific Insurance centralise their health claims process and develop an effective health benefit system. We can analyse needs from the customer's point of view and provide them with the right tools for the job. We believe our management solutions can bring together technology, analytical applications, and best practice that help companies increase productivity and strengthen resources management. With us, our clients can stay focused on their core business development and compete in the changing global environment," said Norris Hickerson, Vice President of COL.