Spotting an opportunity for growth in Motor insurance, MIC sought Merimen’s help to implement a best-in-class technology platform and transform their motor claims operations.
Using Merimen’s eClaims platform and eSurvey technology, MIC has digitized and streamlined its end-to-end claims process.
MIC achieved real-time tracking and transparency, improved process efficiency and turnaround time, and delivered a winning customer experience. This has supported MIC’s drive to be a top-3 non-life insurer in Vietnam.
As a leading insurer in Vietnam, MIC constantly sought to enhance their customer experience and satisfaction. In 2016, MIC saw an opportunity to enhance their market leadership in Motor insurance. They found that two factors were affecting customer satisfaction in motor insurance – the lack of claim transparency and an inefficient survey process.
The motor claims process is complex and involves multiple parties. At times, cases may be stuck at various stages, be it under repair at the workshop, being assessed by the surveyor, or pending approval by the insurer. With MIC’s existing process being manual and offline, it was difficult to track the progress of every claim. MIC saw the importance of providing a convenient and transparent view of the claim process for their customers, which was currently lacking in their system.
In addition, MIC identified the onsite motor survey process as an area for improvement. In Vietnam, surveyors would travel down to the accident scene to assess the damage onsite. It was challenging to track where surveyors were, at any point in time, as well as which surveyor was the nearest to the accident scene and could be deployed. This led to a long waiting time and an inefficient use of surveyor resources. Many customers were left frustrated by this poor survey experience.
Seeking to transform their motor claims operations, MIC turned to Merimen.
MIC kickstarted an implementation roadmap for Merimen eClaims, a digital claim management platform which connects all parties in a centralised ecosystem and provides a streamlined end-to-end claims process.
With all parties transacting digitally via eClaims, the claim status was now up-to-date in real-time, allowing customers to enjoy a live view on their claims status, online or via SMS notifications.
MIC Claims Head
Integrated within the eClaims platform was Merimen’s eSurvey solution, which facilitated an optimized survey process. With the help of recommendations from smart algorithms, MIC staff could now track surveyors’ GPS location, and assign the nearest surveyor to each site. Surveyors were alerted in real-time of their assignment, and used their mobile phones to view the location as well as upload photos on the spot. This greatly streamlined the survey process, reducing the waiting time for customers and ultimately differentiating MIC’s services in the market.
The project took 2 years/months from vision to Go-live. 1,800+ staff across 66 branches in 54 cities/provinces were swiftly on-boarded onto eClaims. To achieve a seamless implementation, 2 Merimen staff ran a ‘Train the Trainers’ program and hand-held users during the first 4 weeks.
Since then, MIC has realized the following benefits:
With eClaims, staff can now review and approve a claim within 24 hours of claim submission. MIC attributes this reduction in turnaround time to the digital automation features of eClaims that facilitated a streamlined workflow for staff to process claims efficiently.
With robust data collected through the platform and fed into real-time reports which are available to the management, eClaims enabled MIC to better track and manage Service Level standards for their staff and business partners. MIC is now equipped to monitor and improve every aspect of their operations, from process efficiency and staff productivity to performance of loss adjusters and workshops.
Since inception, MIC has reported a rise in customer satisfaction, driven by the introduction of the customer online portal. MIC states that the added convenience in submitting and viewing claims in real time has brought about greater customer peace of mind and trust.
MIC Claims Head
Military Insurance Joint Stock Corporation (MIC) is one of the leading non-life insurance companies in Vietnam. Established in 2007, MIC boasts a strong network presence with 66 member companies, more than 450 Sales Offices and 4,200 authorized insurance agents nationwide. MIC offers over 160 products and services, providing millions of domestic and foreign customers with security and protection. MIC has consistently been voted a trusted brand by customers and is on track to meet its 2025 goal of being a Top 3 non-life insurance enterprise in Vietnam.