Home Industries Financial Services

John Hancock, USA

John Hancock is the U.S. division of Manulife Financial Corporation, a highly esteemed global enterprise based in Toronto, Ontario. The John Hancock companies provide solutions for 8 of consumers’ top 10 financial concerns, including the need to plan for retirement, the cost of healthcare/medical expenses, outliving savings and financial security after retirement.

Customer Overview

Name: John Hancock Life Insurance Company
Country: USA
Industry: Financial Services
John Hancock is the U.S. division of Manulife Financial Corporation, a highly esteemed global enterprise based in Toronto, Ontario. The John Hancock companies provide solutions for 8 of consumers’ top 10 financial concerns, including the need to plan for retirement, the cost of healthcare/medical expenses, outliving savings and financial security after retirement.

Manulife has approximately 20,000 employees in 19 countries worldwide. Manulife is the world's fifth largest, and John Hancock is North America's second largest, life insurer by market capitalization. John Hancock was ranked #1 in US in Life Insurance Sales for 2006.

Project:Development of a Web-based Insurance Claims Management System

Business Situation

Aquilo wanted a very easy to use, guided claims call entry and management system, which would enable them to utilize relatively less costly workers to handle insurance claims in a claims processing call center – so that they can lower their operational cost.
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Why Grameen?

Grameen offered cost-effective services at a superior value. Grameen had demonstrated technical skills and project management capability in earlier engagements with the partner.

Overview

Broad Works Communicator is an audio and video SIP softphone for Windows 2000 and XP that is tightly integrated with the BroadWorks platform. The Communicator has access to BroadWorks' many advanced VoIP features such as video services, complete call control, and messaging/voicemail integration.

BroadWorks Communicator is a feature-rich desktop application that allows residential users and businesses to utilize the client as a primary or secondary phone device for their IP communications services. As an integrated device with the BroadWorks platform, service providers are able to auto provision the client, provide automatic updates, and version management seamlessly through the BroadWorks application server. A key benefit of integration for users is the central storage of contacts, eliminating the need to duplicate contact lists.

BroadWorks Communicator allows for the separation of the audio and video stream for redirection of audio to a headset and video to the desktop. This separation provides maximum flexibility and options for end-users.

PROJECT FACTS

Project: Development of a Web-based Insurance Claims Management System
Customer: John Hancock, USA
Partner: Aprosoft, USA
Service: Custom Application Development
Platform: ASP.net
Technologies: Microsoft Office SharePoint Portal Server 2003, SQL Server 2000, Windows Storage Server 2003, Windows XP Professional
Tools: Microsoft Visual Studio.net 2.0, VPN

The Challenge

    • Develop a system that would capture the human expertise of claims call taking

  • Make it user-friendly and aligned with the workflow of claims call workers

Grameen Solution

Utilizing state of the art technology platform from Microsoft, Grameen developed the web-based system that handles the steps of recording an insurance claim. The system provided automated risk assessment of a claim.

Realized Benefit

  • An estimated 30 percent savings on call center staffing costs
  • Leverage on existing expertise of human experts without human communications overhead
  • Increased scalability of the claims management service
  • Improved, automated monitoring, tracking and reporting