Case Study

Sun Life Implements One-Touch Document Capture Platform For Claims Processing

Source: OPEX Corporation

Chartered in 1865, Sun Life Financial is a leading international financial services organization providing a wide range of wealth, health, life and retirement products to over 20 million individual and corporate customers in 25 countries.

Sun Life was manually processing over 25,000 medical and dental health claims daily (over 28 million documents annually) in four regional centers. In addition to reporting and tracking inaccuracies, the length of time to process a claim could be as long as seven days. Sun Life undertook an imaging and workflow project to improve cycle times and control.

Sun Life's biggest hurdle was the complexity of over 800 different sizes and types of medical claim documents. Ranging from business card size up to standard letter sized paper, the variety of documents posed challenges in preparing the documents for imaging and the systematic classification and extraction of data from the images.