Britam launches a digital management system

Customer experience at Britam Insurance is expected to improve following the company’s launch of its automated document management system called ImageNow.

The launch of the cutting-edge solution marks a pivotal moment in Britam’s ongoing commitment to delivering seamless and exceptional customer experiences.

“It is with great pleasure that we introduce our new automated document management system. This cutting-edge system represents a significant milestone in our commitment to providing efficient, exceptional and seamless customer experience,” Britam chief executive officer Wales Meja said during the launch.

The journey towards implementing ImageNow commenced nearly a year and a half ago, with the leading insurance provider’s ambition to provide innovative solutions to its customers.

Recognizing the critical role of internal processes in delivering such solutions, Britam prioritized optimizing its back-office operations.

Through diligent efforts, significant milestones have been achieved, including the upgrading of the Line of Business System and the automation of various files.

“We started fixing our kitchen by ensuring that our back office is ready for the innovative solutions. This far in fixing our kitchen, we have upgraded our Line of Business System and now we have automated our files especially claim files which is at 100 percent, underwriting files at almost 60 percent, and we expect to have all the files 100 percent by the end of June.

“We understand that claims process can be a stressful and time-consuming experience. That is why we have developed this innovative system to streamline and automate every step of the claims journey,” Meja said.

He added; “We have harnessed the power of automation to eliminate manual tasks and accelerate the processing of claims. This means quicker turnaround times for our customers, allowing them to get back on their feet faster when they need us most.”

ImageNow operates on two primary objectives: storing and moving files. By leveraging advanced technology, physical movement of files between offices is rendered obsolete, replaced by seamless digital transfers at the click of a button.

Furthermore, the system incorporates an authority matrix, delineating distinct approval levels for different roles within the organization.

This empowerment enables swift decision-making, regardless of physical location, as approvals can be granted remotely through any internet-enabled device.