Engagement briefing
Performance & Operations Foundation 40 min
The Accuracy Problem
Claims errors have tripled in two quarters and the regulator has noticed. Operations wants accuracy training for every processor by quarter end.
The requestClaim
Our claims error rate has gone from 2.1% to 6.8%. My people are rushing and getting careless. I need a two-day 'Accuracy & Attention to Detail' workshop for all 120 processors before the quarter closes. Can L&D make that happen?
From Khalid Al-Mutairi, Head of Claims Operations
Organisation: Masar Health Insurance
- Sector
- Health insurance
- Size
- 1,900 employees · 410,000 members
A mid-sized health insurer that grew quickly through corporate contracts. Eight months ago it replaced its 12-year-old claims system with a new platform, ClaimsOne, as part of a cost-to-serve programme.
Strategic priorities
- Claims turnaround under 5 working days
- Reduce cost-to-serve by 15% by end of 2027
- Zero material regulatory findings
Who you can interview
Khalid Al-Mutairi
Head of Claims Operations
Faisal Al-Shammari
Chief Operating Officer
Noura Al-Dosari
HR Business Partner, Operations
Omar Haddad
Product Owner, ClaimsOne Platform
Sara Al-Qahtani
Quality Assurance Lead, Claims
Claims Processors
Focus group: 6 processors, mixed tenure