Less complex and faster processing

Sanitas receives some 3.3 million documents per year, either physically or digitally. Swiss Post Solutions (SPS) is now processing and digitizing the health insurance provider’s incoming mail – an important step towards greater speed and efficiency.

Gym contracts, invoices from family doctors, enquiries about the service portfolio – every day, Sanitas, one of the biggest Swiss health insurance companies with 820,000 customers, receives countless documents by post, e-mail or fax. “Until now, we had no machine support for our mail triage,” explains Alex Friedl, Head of Claims and Customer Service at Sanitas. “We also lacked a modern software solution for digitizing our incoming mail. So there was a good deal we needed to optimize to make us fit for the future as a company.”

Sanitas decided to take a big step forward by outsourcing its incoming mail to the innovative service providers at SPS. This involved the transfer of 30 Sanitas employees, who are also responsible for technical processing. “The fact that staff would be treated fairly contributed significantly to our decision to partner with SPS,” says Alex Friedl.

Swiss Post Solutions guarantees data protection and compliance

Incoming mail is now triaged automatically, and service receipts and customer documents are scanned and archived. Digital reading of correspondence – including e-mails and queries via the customer portal or the app – could also largely be automated. “We have increased efficiency enormously. Incoming mail is now fully processed within one day, including triage, digitization, post-processing and dispatch to internal Sanitas departments,” explains David Ziltener, Global Head of Go-to-Market at SPS. Security and data protection are essential to this process. SPS ensures that strict compliance regulations are observed at all stages and that the requirements of the FOPH and FINMA are met.

Faster processing, satisfied customers

“The new solution enables us to focus on our core business,” says Alex Friedl. “The reduction in throughput times, even at peak times, and synergy effects throughout the entire processing chain will also have a positive impact on the satisfaction of Sanitas customers.”