Case Study: Health Insurance Company achieves faster hardship case processing with Swiss Post Solutions

Health Insurance Company - Customer Case Study

Health Insurance Company worked with Swiss Post Solutions to improve the handling of hardship-case reimbursement applications under § 62 SGB V. The customer faced a seasonal spike in incoming claims at the start of the year, with many complex documents to review, making manual processing slow, labor-intensive, and difficult to scale with temporary staff.

Swiss Post Solutions implemented an intelligent automation solution combining scanning, OCR, data capture, and robotics to digitize documents, apply business rules, and validate claims before transferring approved data into the health insurance system. The result was a 50% reduction in manual processing, faster reimbursements, lower resource needs, and higher accuracy, which helped improve customer satisfaction.