Health Insurance
Manulife – Claim Submission
Manulife, one of the largest insurance providers in Vietnam, wanted to streamline its claim submission journey for customers and internal teams. Traditionally, claim processing was time-consuming, manual, and fragmented, creating delays and inconsistencies in customer experience. To address this, we designed and implemented a digital claim submission platform tailored to the Vietnam market, covering two key claim types: MediCash Claims – Simple, fast medical cash claims. Medical Reimbursement Claims – Detailed claims requiring document verification and assessment. Our solution redefined the entire process, from customer claim initiation to final approval, ensuring speed, transparency, and reliability across web platforms.
Problem Statement
Insurance claim journeys in Vietnam were paper-heavy, repetitive, and prone to human error. Customers often faced challenges like:
Lack of visibility into claim status after submission.
Multiple touchpoints (branch visits, manual forms) causing friction.
Delays in processing due to manual data entry and fragmented workflows.
Limited efficiency for assessors handling verification, investigation, and approvals.
Goals
✅ Digitize the claims process end-to-end.
✅ Reduce turnaround time by eliminating unnecessary manual steps.
✅ Enhance user experience for both customers and internal teams.
✅ Ensure compliance with Vietnam’s insurance regulations.
Solution Approach
We mapped the entire claims lifecycle and redesigned it as a step-by-step digital workflow:
Customer Submission
Customers initiate a claim online (MediCash or Medical Reimbursement).
Upload necessary documents directly from mobile or web.
Branch Submission
Initial review and verification of customer claims by branch staff.
Data Entry
Details recorded, validated, and routed into the system with minimal manual effort.
Claim Assessor Review
Assessors review the case in detail.
Includes investigation, medical/technical verification, and financial validation.
Final Decision
Claim is approved or rejected based on structured digital workflows.
Customers receive real-time notifications.
Information Architecture & User Flow
Here’s the simplified high-level process flow:
Customer → Branch Submission → Data Entry → Claim Assessor → Approval
And the detailed workflow expands into:
Investigation
Medical/Technical Verification
Financial Validation
Impact
Faster Processing: Reduced claim turnaround time significantly.
User-Friendly Experience: Customers could submit and track claims on mobile or web, anytime.
Transparency: Real-time updates improved trust and reduced customer service inquiries.
Operational Efficiency: Automated routing cut down manual workload for branches and assessors.
