Implementation of a BPM Platform for Medical Underwriting and Electronic Correspondence Management

The client faces inefficiencies due to reliance on traditional printouts and manual processes in its underwriting and correspondence workflows. There is limited system support for these processes, resulting in challenges to monitor workflows, identify bottlenecks, and adapt communication channels. Additionally, the client needs a scalable, integrated solution to modernize and streamline medical assessments and outbound communication, including multi-channel correspondence (SMS, email, mail), with managed templates and archiving functionality.

A large, international insurance provider focusing on personal insurance products with a global presence, seeking to optimize their internal processes and communication channels.

• Reduce medical evaluation time by 30% through process optimization.
• Enhance collaboration between staff and external medical facilities with real-time process status visibility.
• Implement an integrated BPM platform to support scalable, repeatable workflows across underwriting and communication functions.
• Enable multi-channel outbound correspondence with template management and automated archiving.
• Facilitate easy process monitoring, bottleneck detection, and future process expansion.

• Implementation of a BPM engine supporting defined process models (e.g., insurance medical assessment, correspondence workflows).
• Development of a product catalog and asset management component to support process configurations.
• Integration with external systems such as policy databases, SMS gateways, email servers, and mailing services via middleware (e.g., message buses).
• User interfaces for process management and administrative tasks, built in a modern web framework.
• Real-time process monitoring dashboard utilizing event sourcing, Elasticsearch, and Kibana for analytics and bottleneck identification.
• Template management system for outbound communications across multiple channels, with archiving capabilities.

• Policy management or database systems for policy data access
• Messaging platforms for SMS and email delivery
• Mailroom or physical mailing service APIs for direct mail
• External medical assessment systems
• Analytics and monitoring tools for process data
• Event sourcing components for process state tracking

• System scalability to support growing process volumes and additional communication channels
• High availability and reliability for critical insurance workflows
• Security standards compliant with industry regulations, including data encryption and access controls
• Response times supporting real-time process updates and status visibility
• Ease of integration with third-party external systems

The deployment of this BPM platform is expected to shorten medical evaluation times by up to 30%, improve collaboration efficiency between staff and medical providers, enable real-time process monitoring for proactive bottleneck resolution, and facilitate scalable, multi-channel outbound communication. Additionally, the solution will support future process expansion with quick integration capabilities, leading to overall operational cost reduction and enhanced customer service.