lansforsakringar

Case: Länsförsäkringar

Länsförsäkringar AB is the central operative unit for insurance provider Länsförsäkringar for their banking and insurance, strategic development, and service to the local mutual insurance companies to create scale efficiencies and other benefits.

Automating quick access to medical care

  • Several solutions in a single system
  • Custom case management
  • Simple project and cost control
  • Facilitated billing
Länsförsäkringar

The challenge

Health care insurance offerings in Sweden changed during the 2000s. From being a benefit reserved for key personnel within the organization, Länsförsäkringar began to offer this insurance to the entire staff.

This has allowed employers to offer both health care, and preventative care.

Employer provided health care coverage has more than doubled in 10 years in Sweden, and is used by 450,000 people in Sweden today.

Private health care insurance is an entirely new offering for Länsförsäkringar – and it could not be delivered manually. Volumes increase quickly. Excel files were used at first, but it didn't take long before administrators realized they needed an entirely new type of system support. The hunt started.

“The delivery came entirely as expected. Quick response, everything in place, chop, chop, chop. Entirely professional,”

  • Hans Holm, Head of IT-services at Länsförsäkringar.

Custom system solutions

Multisoft was involved from start to finish as provider of a custom solution that could match care location, medical staff, and patient together optimally.

Impact on operations

Customer benefit, business case, and operational benefits, which Mr. Holm has assessed himself.

“Less stress is an example of operational benefit. The system shouldn’t cause any employee to experience stress. Costs related to revenues, and that our customers are satisfied with the experience – Multisoft helped us with all these concerns.

A key provider

In 2014, Länsförsäkringar ended all development activities in Sweden choosing instead to outsource this to India. Even so, Multisoft was one of the few providers who were selected as Swedish provider. Multisoft delivered faster than providers in India could.

“Outsourcing has changed the lead-times we must live with. From idea to delivery can take up to a year. With this in mind, I’d say that Multisoft was extremely flexible,” Mr. Holm noted.

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Softadmin® brought possibilities

A base for operational data could be created with the Softadmin® automation platform. This built the foundation for creating value for Länsförsäkringar, which helped accelerate their business development.

The project started with a care provider register containing physicians and other medical care providers. But many functions have been added over time -- to now include case management, application processes, integrations, and reports.

A long series of integrations could reduce the number of systems that case managers were otherwise forced to log into. Länsförsäkringar chose to have the system on internal servers with powerful protections.

The Multisoft solution

Care provider register

Administration of physicians, specialists, and clinics that the case managers must schedule for visits. The system also manages applications from new clinics with their pricing.

Case Management

Cases are created when customers contact the call center. Insurance information is retrieved from the base system and displayed for the case managers. Claims are linked to the case directly in the case management system. Medical visits are booked in the external booking system and linked to the case. Deductibles are calculated from the policy terms and previous visits.

Integrations

Integrations are made against the insurance system, claims system, log system for storing of sensitive data, the booking system, complaints management system, customer file, and care provider register.

Reporting

Reports show how well the call center meets their commitments to Länsförsäkringar.

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