Patients are a virtue in pacey Prudential claims process
Prudential Hong Kong has launched “Hospital to Prudential” and “Chatbot Claims” for a quicker hospital claims process.
Sam Lim, chief transformation officer of Prudential, says: “These innovations respond to customers’ evolving needs and herald a milestone in the evolution of insurance claims in Hong Kong.”
The Hospital to Prudential portal creates a paperless process. Upon admission to designated hospitals, patients need to input basic information including their name, HKID number and contact phone number and the process will “commence immediately”.
After the patient is discharged, the documents will be encrypted and submitted electronically by the hospital via the portal to Prudential for processing.
The portal will support a range of Prudential’s medical products and hospital cash plans.
In addition, Prudential has also extended its chatbot capabilities to enable financial consultants to submit hospital claims for customers via Chatbot Claims.
By interacting with the chatbot on their tablets, consultants will receive a response from the chatbot regarding the required data and documents.
Prudential says this platform will reduce the claims submission time to “as little as three minutes”, or by 75%, compared to paper-based submissions.
Chatbot Claims will support more than 90% of Prudential’s medical protection products.
Prudential has been in Hong Kong since 1964. Prudential PLC is a financial services group with operations in Asia, the US, the UK and Africa. It has over 26 million insurance customers and £669 billion of assets under management as at 31 December 2017.