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MSA Multi Serass

SUCCESS STORY

Automated document classification provides significant benefits, and MSA Multi Serass quickly achieved highly ambitious business objectives thanks to Kofax Claims Agility™.

Discover the: Challenge | Solution | Results

MSA Multi Serass

company

Founded in 1979, MSA Multi Serass is an Italian leader in outsourced claims management and settlement services. Employing nearly 140 professionals, the company is based in Milan and operates a branch office in Paris. MSA Multi Serass manages more than 70,000 claims per year on behalf of a dozen insurance companies and has been awarded the prestigious “Premio Internazionale Le Fonti” for the past three consecutive years as the best provider of claims processing services.

Industries

Utilities

Products

Data Capture & Extraction

Products in use

Kofax Claims Agility™

Countries

Italy, France

Headquarters

Milan, Italy

Focus

Claim Management

Technology Partner

CWS

Challenge

The past eight years have been pivotal for MSA Multi Serass. However, along with company growth came increased costs. The company needed a targeted technology solution to control expenses and optimize operations.

Our mobile app built on the Mobile Capture platform is more user-friendly, more intuitive and more fun to use. It’s a real differentiator.
Andy Orr Product Development HTH Worldwide

Additionally, the company faces a multitude of labor intensive processes, including the recognition of documents, a core activity for a company operating in the claims management and settlement sector. “We are required to handle various types of documents on a daily basis,” explains Giovanni Campus, MSA Multi Serass General Manager. “A multitude of forms, ranging from new claim applications to the processing of diverse types of claims, including expert reports, damage claims, and approvals. All in electronic format, e-mail or fax, and paper.”

However, the need for an application to automatically handle this critical phase of the process was significantly impacted by the availability of solutions on the market. “My perception was that the market was unable to offer effective solutions and tools,” affirms Campus. “In our industry, the correct identification of a document in the early stages of a process is critical to the quality of the next step in the process.” Multi Serass MSA had investigated various document classification tools, which had proved to be ineffective. “We rely on approximately forty classification parameters, which is significantly more compared to the average user. For us, it was critical not to scale down our management approach, but to find a suitable solution able to support the volumes required by our operating standards.”

Solution

When HTH set about adding eClaims to the mobile app for its product line, the goal was to make it easier for members to use the company’s services and also addressing the important security issue. The smartphone was clearly the right technology, but the way members were using their phone cameras was inefficient for them as well as the HTH claims department. And it raised concerns about the privacy of medical information.

Orr said HTH started by looking at technology that allowed smartphone users to take pictures of bank checks for mobile deposits. They narrowed their vendor selection to two candidates, including Lexmark. “I read about Kofax VRS Elite™ technology, and especially the mobile SDK,” Orr said, also noting that the Mobile Capture platform was “especially attractive for a number of reasons.”

One of the most important reasons for selecting Mobile Capture, according to Orr, was its image processing capability. Lexmark technology essentially turns smartphones into advanced information-capture devices. The technology optimizes image quality and compensates for problems due to poor lighting, blur, jitter and skew. This was a key solution for the claims department because it could reduce or eliminate delays in processing member claims caused by unreadable documents and poor-quality images. Other important features included the ability to compress files and send them securely.

“You’re more sensitive to the size of the file you’re sending if it’s from a smartphone,” Orr says.

This is especially true for travelers, who often face networks with low bandwidths and high costs for data usage.

The technology optimizes image quality and compensates for problems due to poor lighting, blur, jitter and skew. This was a key solution for the claims department because it could reduce or eliminate delays in processing member claims.

The Lexmark solution also enabled HTH to address the concern about protected health information. Instead of storing photos of medical documents on the member’s phone, the mobile apps developed by HTH securely send images to an HTH server. Consequently, any health documents captured by the phone camera are never exposed, even if the device is lost or stolen.

Results

HTH was initially interested in Mobile Capture for HTH’s app, but the company was also familiar with the claims processing capability of Lexmark and other solutions, such as Kofax Transformation™ and Kofax TotalAgility ®. The interest in integrating the mobile app and claims processing was very high.

HTH had been working with a software consultant that specializes in medical insurance products to install a new claims system built with Lexmark technology. Having a frontend mobile app that could work seamlessly with backend claims processing capability was an important benefit.

“The image capture in the mobile app is really phase one,” Orr said. “Lexmark has other technologies that we haven’t even tapped yet. Today we’re just presenting the image back to our claims adjudicators, but eventually we’ll use Lexmark technology to capture the image and intelligently parse that data as much as possible so our claims people aren’t retyping any information.”

Eventually, only certain kinds of documents will need people to review and approve.

Eventually, only certain kinds of documents will need people to review and approve.

The image capture in the mobile app is really phase one. Lexmark has other technologies that we haven’t even tapped yet.”
Andy Orr Product Development HTH Worldwide

Recognizing that mobile usage will continue to grow rapidly among its members, HTH designed its app to be “more user-friendly, more intuitive and more fun to use,” said Orr. For example, when members use the eClaims system, much of the required information may be pre-filled for them.

“And if some information isn’t there yet, the next time you go to submit a claim it will be,” he said.

HTH estimates it will now capture and process tens of thousands of documents per year through its mobile app. The company expects that number to grow quickly as more of its members opt for the convenience and security that comes with transmitting documents via mobile devices.

“It’s a real differentiator,” Orr says of the app and the Mobile Capture platform.