HCF harnesses user smartphones for claims processing

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HCF harnesses user smartphones for claims processing
Members can check available balance prior to securing services.

Win-win for both members and the insurer's processing overheads.

HCF has launched a new mobile app that aims to speed up the processing time of claims by allowing members to take a photo of a receipt with their mobile device and upload it directly to the insurer.

HCF members can submit claims via a photo uploaded through the app, which is then scanned automatically and processed within minutes.

The app, available for both Apple and Android devices, is one milestone in HCF’s internal program “membership for the digital age”, and offers 'straight-through processing' to simplify transactions for clients.

Straight-through processing attempts to automate or digitise manual processes, reducing processing cycles and lowering operating costs.

“We wanted to find the most expedient way to make a claim that required no rekeying and was fully automated,” Patrick Shearman, HCF’s chief information officer told iTnews. 

HCF had previously selected ReadSoft as its end-to-end document processing partner as part of a core systems upgrade, which included a more streamlined online claim system for members.

It made sense to extend the offering to the HCF mobile application, Shearman said.

“There was no question of changing suppliers - we worked with them to work out the best way to do a photo claim with an acceptable level of quality.”

The app also allows members to log in and check their remaining limits against services and rebate entitlements, which in turn has reduced load to HCF’s call centre.

“We are expecting the volume of transaction to be in the enquiries area rather than claims, since many claims are automated through HICAPS," Shearman said.

"However, the app will be useful when members are using service providers not on the HICAPS system.”

After a member has activated their account for online services, authentication is completed with an individual’s HCF membership number and password.

Two-factor authentication is not currently available but is being considered for rollout at a later date.

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