OPES has launched two automated insurance claim portals, Fast-track and Eclaim, aiming to significantly enhance customer experience by offering online claim submissions and faster processing times.
Fast-track, an automated claim feature within the OPES application, is specifically designed for motor vehicle insurance products. Customers can submit a claim directly from their phone in three steps: create a request, photograph the damage and relevant documents, then receive processing results and confirm the compensation plan.
This system stands out due to its AI-powered automation, which streamlines the entire process from claim reception and analysis to result feedback. Unlike traditional manual assessments, Fast-track utilizes artificial intelligence (AI) technology to analyze damage, calculate compensation, and quickly respond to eligible customers. This efficiency means claims can be resolved, and funds disbursed to accounts in just 30 minutes.
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OPES integrates technology into claim processing, the most complex stage of the insurance value chain. Photo: OPES |
OPES integrates technology into claim processing, the most complex stage of the insurance value chain. Photo: OPES
Initially, Fast-track applies to motor vehicle insurance policies purchased online through OPES, covering damages under 5 million VND and repairs at affiliated garages. OPES plans to standardize additional claim categories to ensure its automation is robust, secure, and effective, simultaneously helping garage partners reduce confirmation and processing times.
Complementing Fast-track, OPES has introduced Eclaim, an online claim portal accessible via its website. This portal caters to a wider range of products, including accident, health, home and property, and travel insurance.
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OPES employees process online claim requests for customers. Photo: OPES |
OPES employees process online claim requests for customers. Photo: OPES
Eclaim empowers customers to proactively manage their insurance benefit requests online, eliminating the need for multiple contacts or traditional paperwork. Users can identify their policy, enter claim information, upload documents, confirm submission, and track its status on a single platform, available anytime, anywhere.
The company reports that receiving and recording requests on Eclaim takes approximately 15 seconds. For claims with complete, valid documents, no original copies required, and a payout under 10 million VND, processing can be completed within two working days for products like personal accident and travel insurance. Detech AI technology powers Eclaim, assisting in extracting claim information, summarizing document content, evaluating the insurance event, and proposing resolutions. This, combined with a seamless digitalization process, allows for immediate benefit payouts to customer bank accounts once OPES approves the claim, significantly reducing approval-to-settlement delays.
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OPES places technology at the core of its product and service design process. Photo: OPES |
OPES places technology at the core of its product and service design process. Photo: OPES
Nguyen Huu Tu Tri, permanent Deputy General Director of OPES, emphasized the company's commitment to digital insurance. "As a digital insurance company, OPES places technology at the core of its product and service design process", Tri stated. "The claims process is identified as a central focus, forming the foundation for strengthening customer trust".
He further articulated the company's vision: "We believe that claims services need to be redefined to be simpler, more proactive, and more transparent. Fast-track and Eclaim are concrete steps for OPES to realize this goal, helping customers receive faster support precisely when they need insurance most".
In an environment where customers increasingly expect fast, personalized, and transparent digital financial services, leveraging technology and digitalizing the claims process provides a significant competitive advantage in the digital insurance development strategy.
(Source: OPES)
