Britam’s ImageNow Excites Customers

Recognizing that insurance claim processes can be stressful and time-consuming experiences, Britam Insurance Malawi Limited introduced the new automated document management system called ImageNow. This cutting-edge system represents a significant milestone committed to providing efficient, exceptional, and seamless customer experiences.

The innovative system aims to streamline and automate every step of the claims journey, providing solutions to customers and enhancing internal systems dedicated to efficiency and customer experience.

The project, which began almost a year and a half ago, embarked on a transformational journey automating files, especially claim files, with the process now at 100% completion. Underwriting files are currently at almost 60% completion, with expectations to finalize all of them by the end of June.

Speaking to this publication on Thursday, Britam Insurance’s Chief Executive Officer, Wales Meja, stated that the system, which has been running on a pilot phase for a year, confirms that no one will ever claim a file is missing at the insurance company.

“This system has two main goals: storing and moving files. There is no more physical movement of files from one office to another, as moving them is as simple as clicking a button within the built-in authority matrix,” Meja said.

One of Britam Insurance’s customers, Peter Mumba, praised the company for the different roles in authority approval levels, stating that with the new system, which doesn’t require the physical presence of the chief authorizing agent, processes are no longer time-consuming.

Meanwhile, Britam Insurance has harnessed the power of automation to eliminate manual tasks and accelerate the processing of claims, resulting in quicker turnaround times for customers, allowing them to get back on their feet faster when they need service.

The system is well-secured, with each user provided with normal login credentials hosted on the Microsoft Azure cloud, guaranteed with secure Microsoft protocols.