Bupa Hong Kong, a leading health insurance provider, has partnered with Cognizant (Nasdaq: CTSH) to implement an AI-driven Business-Process-as-a-Service (BPaaS) solution aimed at transforming claims management. The five-year engagement is Cognizant’s largest Intuitive Operations and Automation (IOA) services deal in Hong Kong.
The new solution combines cloud-native technology, generative AI for claims automation, and advanced fraud, waste, and abuse (FWA) detection. It is designed to improve productivity, strengthen regulatory compliance, and enhance the customer experience. By streamlining workflows and increasing automation, Bupa Hong Kong expects faster claims processing, higher customer satisfaction, and more efficient operations.
The solution also helps consolidate talent, knowledge, and resources, enabling more agile operations. By reducing average handling times and leveraging automation, Bupa aims to raise its Net Promoter Scores and reinforce its position as a market leader in Hong Kong’s health insurance sector.
“We’re thrilled to work with Cognizant to adopt an AI-first approach for claims processing, operational efficiency, and risk mitigation,” said Earvin Lim, Chief Information Officer at Bupa Hong Kong. “This collaboration allows us to embrace cutting-edge technology, accelerate claims modernization, ensure regulatory compliance, and deliver even greater value to our customers. Our goal is to lead the market in operational excellence and innovation, ultimately improving healthcare outcomes for the communities we serve in Hong Kong and beyond.”
Ganesh Ayyar, President of Intuitive Operations and Automation at Cognizant, added: “Our partnership with Bupa Hong Kong reflects a shared commitment to innovation. By leveraging AI and data-driven operations, we are turning complexity into clarity, creating intelligent systems that learn, adapt, and scale according to client needs.”
Thomas Mathew, Vice President of ASEAN & Greater China at Cognizant, said: “This collaboration highlights our dedication to digital transformation across the region. We see significant opportunities to support Bupa’s operational goals, deliver BPaaS expertise more broadly, and shape the future of healthcare services for millions of people.”
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