Insurer tames tidal wave

AIA has more than halved its previously long turnaround times for issuing policies after overhauling its internal systems and boosting staff numbers.

Applications are now taking an average 22 days to process, down from 43 days in October and 56 days in March 2001, says AIA new business manager James Graham.

The turnaround follows changes to the processing system and the creation of a problem-solving unit, Graham says.

Previously, applications were processed in the order received. Now straightforward applications are separated from those with special requirements, allowing the "clean-skins" to be dealt with immediately, he says.

Staff have also become more proactive in processing policies with special requirements – for example taking the initiative to phone accountants or medical professionals to chase up documents. Employees working in this area have also been boosted from six to nine.

Graham says AIA has also set up a problem solving unit – comprising managers with the authority to remove obstacles to a policy being issued.

"This unit can then take whatever procedure or issue that is causing problems to our regular management meeting where it can be dealt. That way problems won’t keep coming up over and over again."

Graham says the delays were caused by AIA becoming "overcome by a tidal wave of new business" early last year. It took several months to employ and train staff to deal with the higher workload.

The insurer is still working on its turnaround times and hopes to get them below 22 days, he says.

Time-saving initiatives include being more persistent with doctors to get forms sent back and adding a new blood-testing contractor.

The new contractor will go to the client, Graham says. This was particularly useful with men, who generally don’t like having blood tests.

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