ZEP-RE Chief Information Officer Alexio Manyonde has urged insurers to fast-track the use of technology amid the coronavirus pandemic, the media reported.
Claims processing time, for instance, has been greatly affected by the claims department staff’s inability to share physical documents from one desk to the next.
Alexio Manyonde told the media, “Businesses have been forced to change the way they operate to take into account the new way of service delivery in the middle of this pandemic, which now requires a different way of working, to ensure that timely processing is met.”
“Clients seek three things from the insurers in Africa– speedy settlement of claims, timely updates, and a choice on how to engage. However, claims processing time, for instance, has been greatly affected by claims department staff being unable to share physical documents from one desk to the next as they would normally do in office operations. This means that the industry players will need to review their work processes and adopt new technologies to be able to keep up with the fast-changing business environment.”
He revealed that ZEP-RE has used its workflow system to automate notification as claims progress through the payment process. This technology allows clients to get the confirmation they need to assure them that their claims are being handled despite being out of office.
He further revealed that ZEP-RE would soon launch a claims portal that will offer alternative interaction channels within the claims process.
According to a new report released Friday that cites modeling from Imperial College London, Africa could see 300,000 deaths from the coronavirus this year even under the best-case scenario.