Case Study

Swiss Life

  • Challenge

    The challenge for Swiss Life was to standardise and optimise their business processes and manage a large volume of documents:

    • 400,000 customer collections per year
    • 800,000 refund requests per year
    • 30,000 hospital care verifications per year
  • Solution

    Swiss Post Solutions designed, implemented and operate standardised processes that utilise their experience in, and knowledge of, document logistics and Swiss Life’s insurance processes and systems. Swiss Post Solutions now manages all of Swiss Life's document based processes centrally.

  • Benefit

    The benefits to Swiss Life included:

    • Significant reduction of handling costs per file.
    • Reduction of the handling time and higher customer satisfaction.
    • Significant reduction of turnaround time from 15 days to 24 hours
    • Availability of qualified SPS staff to cover complex health insurance processes.
    • Use of hybrid service delivery model, using on- and near-shore centers.

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