Customer Case: Länsförsäkringar

Automation for quick access to healthcare

• Multiple solutions in one system
• Tailored case management
• Simple project and cost tracking
• Simplified invoicing

Challenge

During the 2000s, the offering of health insurance in Sweden changed. From being a benefit for key personnel in the organization, Länsförsäkringar instead began offering this to entire workforces.

Thanks to this, employers can offer their employees the ability to both maintain good health and prevent ill health.

The employer-paid health insurance has more than doubled in the last 10 years and is now used by over 450,000 people in Sweden.

For Länsförsäkringar, private health insurance represented an entirely new offering - an offering that could not be delivered manually. Volumes increased rapidly. Excel files were used initially, but it didn't take long before the organization realized they needed a completely new system support. The search began.

"The delivery was entirely according to expectations. Quick response, order and structure, chop chop chop. Very professional,"

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

Softadmin® provided the possibilities

With the automation platform Softadmin®, a base for the organization's data could be created. It formed the foundation for creating value for Länsförsäkringar and thus accelerating their business development.

The project began with a healthcare provider register that included doctors and other providers of healthcare services. But over the years, many functions have been added such as case management, application processes, integrations, and reports.

A long series of integrations could reduce the number of systems that the handlers otherwise had to log into. Länsförsäkringar has chosen to have the system on internal servers with strong protective barriers.

Multisoft's solution

Healthcare provider register

Administration regarding doctors, specialties, and clinics that the handlers should book appointments to. The system also handles applications from new clinics and their price lists.

Case Management

Cases are created when customers contact the call center. Insurance information is retrieved from the core system and displayed for the handlers. Claims are linked to cases directly in the case management system. Doctors are booked in an external booking system and linked to the case. Deductibles are calculated based on insurance terms and previous visits.

Integrations

Integrations have been made with insurance systems, claims systems, logging systems for storing viewing of sensitive information, booking systems, complaint management systems, customer registers, and healthcare provider registers

Reporting

Reports show how well the call center fulfills its commitment to Länsförsäkringar