Seamless Claim Speedy Settlement
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
National Healthcare Group
11 February 2026
To have 100% of approved insurance settlement processed within one day, implementing a more streamlined and efficient. The intervention shows promise for improving patient care by streamlining the insurance settlement process.
Year Submitted: 2025
Published Date: 11 February 2026
Tags: Care Process ＆ Redesign, Technology, Robotics Process Automation, Cost Saving, Time Saving, Automation, Productivity
About this Content
Aims
To have 100% of approved insurance settlement processed within one day, implementing a more streamlined and efficient settlement procedure.
Background
The patient's admission and insurance claims process comprise several steps. For Great Eastern Life (GEL), approved insurance settlement to KKH based on the estimated bill happens within a day from billing if there are no issues.
Methods
A six-month Healthcare Insurance Industry Pilot (HIIP) was scheduled to run from August 2024 to January 2025, in collaboration with GEL. The goal is to reduce complexity and enhance efficiency in the healthcare insurance process.
Results
The median approved insurance settlement time has improved, with approved insurance settlement now typically being processed on the day of billing. 87.5% of respondents found obtaining pre-authorisations via HIIP more convenient. 90% of respondents indicated that HIIP's pre-authorisations helped them understand their insurance coverage better and accurately estimate any out-of-pocket payments. 100% of respondents found claims submissions via HIIP more convenient.
Conclusion
The intervention shows promise for improving patient care by streamlining the insurance settlement process.
Lessons Learnt
HIIP successfully reduced delays in approved insurance settlement. Overall patient experience is positive. Future enhancements to functions and system integration across industries demonstrate potential for long-term and large-scale implementation.
Keywords
insurance, claims, settlement, efficiency, healthcare
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Lee Hui Quan |
Project Member(s) | Karen Yeo |
Connect with this contributor!
Lee Hui Quan - singaporehealthcaremanagement@singhealth.com.sg