Länsförsäkringar AB is the central operative unit for insurance provider Länsförsäkringar within banking, insurance, strategic development, and service to mutual insurance companies, increasing scaling efficiency.
Automating quick access to medical care
- Several solutions in a single system
- Custom case management
- Simple project and cost control
- Facilitated billing
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 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 increased 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 search for a new solution began.
“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 the provider of a custom solution where care location matched with medical staff, and patient requirements, in an optimal way.
Impact on operations
Customer benefits, business cases, and operational benefits were all key in Mr. Holm's assessment of the solution.
“Less stress is an example of one operational benefit. The system shouldn’t cause any employee to experience stress. Costs related to revenue, and making sure that customers are satisfied with the experience – Multisoft helped us with all of these concerns," Mr. Holm stated.
A key provider
In 2014, Länsförsäkringar ended all development activities in Sweden choosing to outsource this work to India instead. Even so, Multisoft was one of the few providers who were selected as Länsförsäkringar's Swedish provider. Multisoft delivered faster than providers in India could.
“Outsourcing has changed the lead-times significantly. 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.
Softadmin® generated possibilities
A base for operational data was created with the Softadmin® automation platform, a foundation for creating value for Länsförsäkringar which, in turn, 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 – today the system includes case management, application processes, integrations, and reports. All of the chosen integrations reduced the number of systems that case managers were otherwise forced to log into.
Länsförsäkringar decided to have the system on internal servers with their own powerful protection in place.
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.
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 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.
Reports show how well the call center meets their commitments to Länsförsäkringar.