Among the world's oldest and largest life insurance firms, Sun Life Financial are a major client of our Philippines operation.

Following implementation, it was apparent that current processes were highly reliant on manual human interaction – a major operational risk. In particular, Sun Life’s manual process for sorting and encoding transactions was of concern. Given the critical nature of the insurance market, delayed or inaccurate processing of documents could have a significant negative impact on customer satisfaction, should their claim be affected.

To address this, a systematic end-to-end workflow was established from document receipt, sorting, encoding, delivery to monitoring and tracking.

To deliver this solution, we turned to our in-house Digital Hub platform – a modular, configurable system capable of managing various aspects of the information logistics cycle.

What we achieved

  • Digital transformation of manual processes
  • Implementation of purpose-built Digital Hub platform
  • Reduced error rate