NTUC Income Taps on Digital Automation to Process Workmen Compensation Claims with Efficiency and Compliance

NTUC Income Taps On Digital Automation To Process Workmen Compensation Claims With Efficiency And Compliance, Achieving Greater Customer Satisfaction

NTUC Income Taps on Digital Automation to Process Workmen Compensation Claims with Efficiency and Compliance

“At NTUC Income, we pride ourselves in innovation and operational excellence, so that we can deliver excellent service to our customers. We’re proud to partner (Fermion) Merimen to help us achieve our digital vision.”

Lily Lim, ACII
Deputy Vice President, Corporate Claims | NTUC Income Insurance Co-operative Limited

Key Highlights

Client Needs

As one of Singapore’s designated insurers providing Work Injury Compensation coverage under the Work Injury Compensation Act (WICA 2019), NTUC Income (“Income”) is required to adhere to stringent policy underwriting and claims processing regulatory requirements. Income and other designated insurers now need to redesign their claims operations to fully comply with the stipulated guidelines.

The Challenge

Redesigning its operations was a challenge for Income and other designated insurers given that the prescribed guidelines for policy underwriting and claims processing are diverse, detailed, and comprehensive. This is further complicated by the existing manual claims process that is common practice across the industry – often, it involved claims staff keying in dozens of fields for each claim, manually computing payout amounts and typing out letters to be issued to customers.

The Solution

Income onboarded Fermion Merimen to facilitate greater efficiency and accuracy in claims computation. The WICA eClaims platform was successfully launched in January 2021, supporting Income and more than 10 other insurers in Singapore to transact claims under the new regulatory framework.

“The WICA Act and its regulatory requirements made us push the boundaries of innovation. It was inspiring to work with Income and our partner insurers to realise a smart, automated industry platform for WICA claims.”

Celeste Chong, Project Manager | WICA eClaims platform.


Strategies Implemented

Fermion Merimen tailormade a new eClaims platform specifically for Work Injury Compensation claims, that digitizes each step in the claims process, from claim creation to case correspondence and offer computation.

The platform enables digitally created new claim which eliminates tedious and error-prone manual data entry work, as well as generation of letters and forms from over 30 templates with a single click (some even pre-filled). Payout offers use engines with inbuilt formulae and limits, which are updated to reflect relevant regulations and cover complex categories from wage computation, medical expenses, incapacity compensation and more.

Each claim is continuously tracked and monitored – staff are alerted to act on delayed claims.

Latest claims data are automatically reported to regulators via APIs, on a daily basis.


The Outcome

  • 100% compliance – Income is now confident in meeting full regulatory guidelines for every claim and thus, is able to focus on initiatives to improve cost containment and enhance customer engagement
  • Increased staff productivity – Automation of menial tasks such as OCR automation for claims creation to auto-submission of regulatory reports allow staff to channel time and effort to manage complex matters
  • Faster turnaround time and enhanced customer satisfaction – on average, Income reports overall turnaround time reduction of 1-3 days. Thus, customers get their claims settled faster, achieving improved customer experience.


About NTUC Income

NTUC Income Insurance Co-operative Limited (“Income”) is one of Singapore’s leading composite insurers, offering products and services that serve the protection, savings, and investment needs of different life stages and for all segments of society.

Website: https://www.income.com.sg

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