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Infrastructure Upgrades Enable Account Expansion

Exela’s PCH platform replaces legacy infrastructure, which enables access to adjacent whitespace and expansion across the insurance value chain.

Challenge

Fortune 500 supplemental insurance company faced serious mailroom challenges that were hampering business development. Millions of pieces of inbound mail were being processed daily through a people-based, labor-intensive workflow. Time sensitive mail and correspondence was often delayed due to a lack of process visibility and accountability. Inefficiencies in the mail processing workflow were also having a negative impact on call center volumes and overall turnaround times.

Solution

Exela overhauled the insurance company’s entire mailroom process to streamline claims, payment, and remittance processing. Legacy systems were replaced with a new technology stack that reduces staff, boost efficiency, and enables the future expansion of the system.

  • PCH Global improves auto-adjudication, shortens cycle times, and enables bidirectional communication

  • Digitization and data extraction from all incoming documents

  • Mobile claims submission portal

  • Premium payment reconciliation

  • Additional opportunities for robotic process automation

Benefits
  • Improved claims processing service levels

  • 30% reduction in costs

  • Same-day payment processing

  • Reduced reconciliation time

  • Accelerated deposits

  • Extended payment hours

  • Increased transparency

  • Enhanced client experience

 

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