Daman integrates robotic technology to cut admin processing time by 50%

By Arya M Nair, Official Reporter
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UAE’s National Health Insurance Company, Daman managed to lower the administrative processing times for a number of its key operations by almost half, following the successful introduction of robotic technology into its IT infrastructure.

By integrating robotic process automation (RPA) technology, Daman has significantly reduced the time taken to process a member addition to a Thiqa policy, the comprehensive healthcare program offered by the Government of Abu Dhabi to UAE Nationals, from around two and a half hours to just under one 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 one hour to just over 30 minutes.

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

Rashed Al Neyadi
Rashed Al Neyadi
IT Executive Director

“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.”

As Daman celebrates its 15-year anniversary, the company continues to lead the industry in the adoption of ground-breaking technological innovations. Over the years, Daman has launched a number of industry first innovations.

The company has recently invested in a variety of digital initiatives, including a partnership with Microsoft to enable an AI-powered online bot that provides self-assessment of COVID-19 symptoms, as well as the launch of Hayakom, a fully digital smart branch service that offers members online access to the full range of in-branch services.

Daman’s IT services and capabilities are ISO 20000 certified for quality management. It is the first health insurer in the region to receive the certification, showcasing the company’s continued investment in and development of innovative digital services and technical infrastructure which provides members, medical facilities, and business partners with seamless service access.

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