Exela provided support, backlog clearance, and overflow capacity for IPMI claims handling from its BPO Centre in Folkestone. Using the customer’s own system, through remote access capabilities, Exela’s staff took over reimbursement and direct billing claims operations.
Although the relationship started with just IPMI claims for China, Exela successfully added other geographies to the scope of service and expanded two office locations - one focused on the UK and the other dedicated to international claims. After quickly expanding into global coverage, volumes grew up to 2,000 claims per month.
Exela manages a combination of specialists in-house and joint training with the insurance provider on a regular basis to ensure we maintain up-to-date knowledge for validations and adjudications. The service is fully transparent between our team and the insurance provider, with open visibility of Exela SLAs, operational metrics, and processing times.
Our service requires a detailed knowledge of claims terminology, health conditions, and policy coverages. Exela claims handlers typically have a medical background and average more than 10 years of experience with PMI claims management