ManagementRegularExam2015.pdf - MTAT.03.231 u2013 Business...

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MTAT.03.231 – Business Process Management Regular Exam – 9 June 2015 Notes: The exam is open-book, open-laptop, open-Internet. You can consult any course material during the exam and you can browse the Web. You are not allowed to share information with anyone during the exam, so e- mails and chats for example are prohibited. The exam should be submitted electronically using the Submit button in the course web site. Part 1. Disability Insurance Claims Handling at InsureITWe consider the following business process for handling insurance claims for disability insurance1at an insurance company InsureIT.The process starts when a customer lodges a disability claim. To do so, the customer fills in a form including a 2-page questionnaire describing the disability. The customer can submit the form physically at one of the branches of InsureIT, by postal mail, fax or simply via e-mail (digitally-signed document). When a claim is received, a junior claims officer enters the claim details into the insurance information system. Data entry usually takes 10 minutes. The same junior claims officer performs a basic check to ensure that the customer's insurance policy is valid and that the type of claim is covered by the insurance policy. It is rare for the claim to be rejected at this stage (it only happens in 2% of cases). Next, the claim is moved to a senior claims officer who performs an in-depth assessment of the reported disability and estimates the monthly benefit entitlement, i.e. how much monthly compensation is the claimant entitled to, and for what period of time?
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