Case Study: UK’s largest Health Insurance Provider achieves 15% claims bill payment efficiency gain with WNS

A Leading UK Health Insurer Increases Efficiency of Claims Bill Payment by 15 Percent

The UK largest Health Insurance Provider, one of the UK’s biggest health insurers, needed to improve its claims bill payment process for medical bills from specialists, hospitals, and policyholders while reducing cost and delays. It partnered with WNS to offshore the process to India and address growing suspense queues, inconsistent handling, and slow turnaround times.

WNS implemented a LEAN Sigma and Six Sigma re-engineering of the operation, including specialized billing teams by claim type and a separate suspense team to resolve missing-information cases. As a result, WNS improved process efficiency by 15%, reduced resources by 10%, increased accuracy from 98.5% to 99.5%, and exceeded savings targets by 8% in year one and 18% in year two.