Home How the National Health Insurance Company Daman Invested in RPA technology

How the National Health Insurance Company Daman Invested in RPA technology

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Founded in 2006, the National Health Insurance Company Daman is the UAE’s largest health insurance provider. Daman offers health insurance for both citizens and residents of the UAE via its Thiqa, Abu Dhabi Basic, and Enhanced plans.

Automation Details
As Daman celebrates its 15th anniversary, the company continues to lead the industry to adopt ground-breaking technological innovations. Over the years, Daman has launched many industry-first innovations. Recently, the company has invested in a diverse range of digital initiatives, including a partnership with Microsoft to enable an AI-powered online bot that provides self-assessment of Covid-19 symptoms.

In the first half of 2021, Daman completed over 700,000 RPA-supported transactions for policyholders and members. Currently, Daman has deployed 39 RPA bots across its network, a third of which run on a 24/7 basis, with the rest activated whenever their respective processes are requested.

Outcome
By implementing RPA technology, Daman has significantly reduced processing times for many key customer requests, including the time taken to process a member added to a Thiqa policy, such as a newborn infant, from around 2,5 hours to just under 1 hour. Using RPA also reduces the amount of time it takes to cancel a member from a policy, such as in the case of a departing employee, from about 1 hour to just over 30 minutes.

Testimonial

“We continue to be overwhelmed by the positive response from our customers on our evolving digital service offering. The investments we have made in RPA technology reflect our commitment to providing the best possible customer experience. Daman’s consistent focus on technology has seen, in recent months and years, the launch of smart online branches, sustained enhancements to the Daman and Thiqa applications, and broader improvements to our existing digital offerings.”

Rashed Al Neyadi, Information Technology Executive Director, Daman


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