Sapiens > Case Studies > Digital Transformation in Insurance: A Case Study of Menora Mivtachim

Digital Transformation in Insurance: A Case Study of Menora Mivtachim

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Product Research & Development

Use Cases

Leasing Finance Automation
Usage-Based Insurance

Services

System Integration

The Customer

Menora Mivtachim

About The Customer

Menora Mivtachim Holdings Ltd. is one of Israel's largest pension fund and insurance carriers. Founded in 1935, the company specializes in life and pension, as well as general and health insurance. As of September 2021, Menora Mivtachim manages more than $20.60 billion in assets. The company was described by The New York Times in 2018 as 'one of Israel's largest financial institutions.' Due to demographic trends in Israel, the company was facing a growing demand for retirement planning and services, which was putting unprecedented pressure on their existing, manual, spreadsheet-based pension process.

The Challenge

Menora Mivtachim, one of Israel's largest pension fund and insurance carriers, was facing a significant challenge due to demographic trends in Israel. The growing rate of retirement planning and services was putting unprecedented pressure on the already strained insurance sector. The pension claims process was bottlenecked with complexities, bureaucracy, and errors. Menora Mivtachim's existing pension process was heavily manual and spreadsheet-based, requiring a team of 10 full-time employees to manage. The process involved gathering applicant information, conducting personal surveys, compiling bank information, and finalizing agreements. To leverage the growing opportunity in the retirement sector and position themselves as innovative insurtech leaders, Menora Mivtachim needed to digitalize their process, streamline the claims experience, and reduce quote times through automated processes.

The Solution

Sapiens provided an innovative digital platform that met and exceeded Menora Mivtachim's challenges. Deployed in eight months, the solution digitalized the pension process into a single, scalable, self-service customer journey that unified all communications and enabled flexible integration. Sapiens designed and developed all the automation within the core system, allowing for automatic execution of pension claims from the moment they emerged from the digital process. The solution utilized customer journey templates, omni-channel communications, conversational UI, and BOT modules. This automation resulted in a dramatic improvement in straight-through processing and a better customer experience by eliminating long phone calls and 'ping ponging' between customer service agents. The solution had a significant impact on pension-eligible retirees, increasing interactions among clients over the age of 60 by 30%, and reducing claim calls and processing time six-fold.

Operational Impact

The solution provided by Sapiens was recognized as the most innovative insurance platform by the People Professional Forums 2019 IT Awards, and recently received the 2022 Celent Model Insurer Award for Legacy Ecosystem Transformation. The successful integration of the pension claims solution has sparked Menora Mivtachim's drive to digitize additional business processes, reinforcing its role as a leader of global innovation. The automation of the pension claims process has not only improved the customer experience by eliminating long phone calls and 'ping ponging' between customer service agents, but it has also fostered better decision making and faster access to funds for retirees. The solution has also significantly reduced personnel costs for Menora Mivtachim.

Quantitative Benefit