

Case Study: Private Health Insurance
Background
This Fujifilm DMS health insurance customer provides a variety of insurance products including life, pet and travel insurance and income protection insurance.
Their strategy is built on five pillars:
1. Customer centred healthcare,
2. Health cost leadership,
3. Growth,
4. Operational excellence, and
5. Their people.
They are motivated by improving the health of all Australians and the health of their members. They are passionate about building a better health system that is centred on people, and sustainable in the long term.
The Challenge
Operating in a highly competitive environment, the insurer must constantly pursue innovative solutions in order to improve the efficiency in which it processes inbound member claims.
Fujifilm DMS was engaged to develop and implement a claims processing workflow solution to significantly enhance the insurer’s existing claims management process, which was very manual, complex, fragmented and highly inefficient.
The client tasked Fujifilm DMS with developing a robust claims processing model to improve their mail handling by delivering a workflow solution that:
- Eliminated as much manual processing as possible
- Sped up distribution of claims to data processors
- Reduced claim processing errors and therefore rework
The Solution
Fujifilm DMS Solution Architects helped the customer to extrapolate the current inefficient process to assist with identifying and removing as much labour intensive manual processing as possible.
This sped up the time taken to process and finalise a member claim.
The projected outcome was to not only reduce the internal ‘manual’ processing costs to the customer but to also increase the level of satisfaction it delivered to its members by reducing the overall time it took to receive, review and process insurance claims.
Inbound claims are directed to Fujifilm DMS to be opened, sorted, scanned and categorised according to business rules. Claim data is transmitted to the insurer via a secure, dedicated communication line.

The Outcome
Significant improvement in customer service quality and claims processing:
- Manual counting of documents has been eliminated
- Reduction of errors to near zero
- Better workflow management ensuring the correct claim processor receives the correct type of documentation according to their skill level
- Audit requirements are now much more easily met
- All digital images of scanned claim forms are archived and able to be retrieved in the matter of seconds when required.
Fujifilm DMS Quality Assurance System
The Fujifilm DMS culture is focused on ensuring that we provide to our clients the best possible quality and service. To this end, we are focused on producing a quality result for all documents that we scan on behalf of our clients.
The Fujifilm DMS scanning environment and processes operate under our full quality assurance system, certified to AS/NZS ISO 9001:2008. This, combined with the high-end equipment used in our bureau environment, ensures that we consistently meet or exceed the quality of images and data extraction required by our clients.
Fujifilm DMS has held ISO9001:2008 Quality Management System certification for more than 19 years.