Since the launch of its health insurance portfolio, OMNIASIG Vienna Insurance Group has prioritized offering services at the highest level of quality by optimizing internal processes – an optimization effort supported by major investments in technology. In partnership with Softelligence, a technology and consulting company for insurers and banking, OMNIASIG is launching an innovative solution – the OMNI-Doc platform – which allows the digitalization of the entire healthcare access workflow across OMNIASIG’s network of medical partners, with a focus on automation and the use of data to make quick and informed decisions.
“We consider digitalization to be a natural evolution in any industry, and the challenge of keeping up with consumer and market expectations motivates us every day to surpass ourselves, reinvent ourselves, and set new standards in insurance. Digitalization means acceleration, and in this sense, having an experienced partner is a great asset. We have been collaborating with Softelligence since 2020 for the digitization of the health insurance line and together, we have achieved good results, such as this solution, which is an industry first on the Romanian market”, says Mihai Tecău, CEO of OMNIASIG Vienna Insurance Group.
To define the solution, the team started by analyzing the entire process of accessing medical services by the insured in order to identify the customer pain, namely the waiting time, which can sometimes be quite long. This is the stage when the insured person leaves the doctor’s office and has to make an appointment for a new consultation or requires further laboratory tests. Normally, the clinics or the insured need to contact the insurer in order to obtain authorization for the additional medical services.
Thus, OMNIASIG is launching with the support of Softelligence, the OMNI-Doc solution, a portal dedicated to medical providers who are part of the insurer’s national network of partners. The solution allows the medical provider to have real-time access to the authorizations issued by OMNIASIG, to request new authorizations for the additional services recommended and view their status in real-time, and will be able to upload the medical documents related to the claim file. Thus, the time that would have been allocated to communication through the classic channels (telephone/e-mail) between the insurer, the medical provider and the insured is eliminated. At the same time, the OMNIASIG call center remains permanently available for policyholders who prefer this method of contact.
By launching this new portal, the insurer takes into account the fact that the preferences for digital interactions of customers and partners are increasing. For medical providers in the OMNIASIG partner network, OMNI-Doc provides not only an interaction channel but also functionalities that simplify the activity, such as:
– Calendar of appointments for insured persons;
– Access to the uploading of the documents related to the covered services;
– Operational reports.
“For us, as a strategic technology partner in the financial services industry, it is important to demonstrate that digitization has a practical, tangible value and that the investment in digital transformation brings increased satisfaction both to the organization and to end customers and partners. We also recognize that projects no longer have a beginning and an end in the traditional sense, but continue in successive iterations as consumer behaviors shape new services” said Daniel Jinga, director of Softelligence’s Consulting division