COMPANY PROFILE
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
GROUP INTRODUCTION WILLIS TOWERS WATSON (WTW) Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, up to now, Willis Towers Watson has achieved great achievements: 39,000 colleagues in 120 + countries
Scale, diversity and financial strength
A deep history
$8.2 billion revenue
dating back to 1828
Willis Towers Watson colleagues can be found all around the world:
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We aim to be the leading global advisory, broking and solutions company. We have relationships with: 85% of the U.S. Fortune 1000
90% of the Global Fortune 500
Willis Towers Watson develops and delivers risk management solutions, optimizing benefits, cultivating talent and extending the power of capital to protect and strengthen organizations and individuals. With its own perspective, Willis Towers Watson realizes the key connection between talent, assets and ideas - the dynamic formula that drives business results. So, Willis Towers Waston believes: Together, we unlock potential. Please refer to our website at www.willistowerswatson.com
COMPANY INTRODUCTION South Asia Services Limited Liability Company (SAS) – formerly claims department of Gras Savoye Willis Vietnam - was founded in 2012. Founded when Insurance claims for insurance company was brand-new to Vietnamese Insurance Market, we have boldly put this model into Vietnam with the desire to ensure the balance of interests between insurance company and insured person. Not only being a leader, we are proud to be also the flagship of the profession in the region. With a considerable expertise, skilled experts, and an intelligent global management software system that are our own proprietary right, we are confident to provide our customers with high-quality insurance compensation. Since then, we have gradually gained the trust of insurance companies and customers. In 2015, SAS officially expanded our services to Cambodia. This was the springboard for SAS to set footsteps into the Southeast Asian region. In 2016, once again, SAS was entrusted by leading insurance and reinsurance companies as well as insurance brokers as authorized service provider to collaborate in developing international insurance products in Vietnam. At the same time, SAS was excited to welcome the big events: we officially joined Willis Towers Watson and honored to become a part of the group. This is the biggest turning point for us, bringing SAS to reach new heights.
Specialized Services
24/7 direct billing Consulting 24/7 direct billing service Call center 8:30am - 8:00pm Web application to check the records
Capacities
15-year of claim management Portfolio of 100,000 policy holders Settlement of 130,000 records/year Compensation of 13 million USD/year
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
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OUR VALUES CLIENT FOCUS We are driven to help our clients succeed. In every interaction and with every solution, we act in our clients’ best interests – striving to understand their needs, respecting their perspectives and exceeding their expectations.
TEAMWORK When you get one of us, you get all of us. We bring innovative solutions and world-class advice to our clients by working across boundaries of business, geography and function. We help each other succeed and create more value by working together.
INTEGRITY Our clients invest more than their time and money with us; they also invest their trust. We seek to earn that trust every day through professionalism, doing what is right and telling the truth. We are accountable to the organizations and people with which we interact – including clients, shareholders, regulators and each other for our actions and results.
RESPECT We listen to and learn from each other. We support and celebrate differences, foster an inclusive culture and operate with openness, honesty and benefit of the doubt. We manage our relationships, inside the company and out, with fairness, decency and good citizenship.
EXCELLENCE We strive to lead and sustain excellence. Most importantly, this means an unwavering commitment to professional development and personal growth for our people. Our colleagues take responsibility to develop their expertise, competencies and professional stature, while the company invests in the tools and opportunities that allow for continual development. In business, we place an unrelenting focus on innovation, quality and risk management.
A strong client focus, an emphasis on teamwork, unwavering integrity, mutual respect and a constant striving for excellence are the core values of Willis Towers Watson.
OUR HISTORY In 2016 Marked two important events in the history of SAS operations:
In 2015 In 2005
In 2012
Facing the urgent needs of clients for a service keeping intermediary role that enforced to fairly execute claims processing, claims department of Gras Savoye Willis Vietnam was founded.
With the aim of standardizing compensation in the domestic market as well as introducing the "Third Party Management" model from the world to Vietnam, the claims department was separated and officially became an independent company named South Asia Services Limited Liability Company (SAS).
SAS continued its growth and expand its operations in Vietnam after successfully cooperating with major insurance companies and brokers such as Aviva, LawtonAsia, Forte, and established a representative office in Cambodia.
1. Became the only TPA in Vietnam authorized about Insurance Services by Axa. 2. Being officially a part of one of the largest insurance groups in the world - Willis Towers Watson.
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
ORGANIZATION CHART To reach the goal as well as build up a firm SAS as today, right from the beginning, we have established organizational structure as a unique organization to specialize departments, adhere responsibility and power between certain members of the company, build interdependent relationship between departments and grades; which force all together to coordinate and develop.
Claims & Customer Service Department
Customer Service Dep’t
Team Leader
Customer Service Executive
Customer Service Officer
Claims Department
Team Leader
Claim Executive
Claim Officer
Direct Billing Dep’t
Team Leader
Claim Executive
Claim Officer
Sales Executive
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Business Development Department
Board of Directors
Business Development Executive
Business Analyst
Human Resource Dep’t (HR Dep’t)
Controlling & Accounting
HR Executive
HR Staff
Data Processing Dep’t
Team Leader
Data Processing Executive
Data Processing Staff
Accounting Dep’t
Chief Accountant
Accountant Executive
Accountant
OUR LEADERSHIP Mr. Philippe Robineau // GENERAL DIRECTOR Philippe Robineau graduated from Inseec Commerce School, majoring in Finance & Marketing in 1981, and had been with DAF NV Group for 9 years as Sales and Marketing Manager. In 1993, Philippe entered the insurance industry and took over important positions at Alianz in France, Singapore, Vietnam and Laos. In July 2006, Philippe was appointed to become General Manager of Gras Savoye Willis Insurance Broker (GSW). Under his management, GSW had continued to grow and by 2012, when GSW's Claims department split and became an independent company, he continued to hold the position of General Manager of SAS.
Mr. Can Anh Tung // DEPUTY GENERAL DIRECTOR Mr.Tung started working for SAS in 2010 as Supervisor of Claims department. He graduated from Finance & Marketing with his own skills. With the ability to analyze data well, be dynamic in work and strong in the business development, he has proposed many solutions on working, helped customers feel more secure about insurance claim service. Moreover, he has established close relationships with partners in order to build lasting, cohesive cooperation. Because of his unremitting efforts, in 2012, he was promoted to Head of departments. By 2014, he was promoted to be Deputy General Director of SAS thank to his significant contribution to SAS’s considerable development.
Ms. Nguyen Hoang Tuong Vy // HEAD OF CLAIMS AND CUSTOMER SERVICE DEPARTMENT She was one of the very first staffs joining SAS (2007). Up to now, she has had more than 10 years of experience in insurance industry. During working time with SAS, she is always wellknown as an enthusiastic, professional & friendly staff. She always puts customer's requirement as a priority in order to enhance customers' satisfaction about either the service or the organization. For all her contributions to SAS, in 2014, she was officially promoted to be Head of Claims and Customer Service Department.
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
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Master - Doctor Han Tieu Sao She graduated from Ho Chi Minh City Medicine and Pharmacy University in 1989. Up to now, she has had 27 years of experience in the medical field. Before working for SAS at the end of 2015, MA - Dr. Han worked for many large and prestigious hospitals in Vietnam, such as Gia Dinh Hospital, Cho Ray Hospital, ... With extensive expertises, along with experience in medical fiels, she contributes to solve SAS claim request of customers accurately through direct medical consultation for Claims Department.
Ms. Nguyen Thi Hong Tham // TEAM LEADER - CLAIMS DEPARTMENT Working for SAS since 2009, so far, she has had more than 7 years of experience and she is currently one of the key staffs of SAS. She is an agile, flexible person. With professional experiences accumulated, she, along with her team always completes assigned tasks well. Moreover, she is really active in handling her work, advising clients when needed particularly. Therefore, customers always have good compliments for her.
Ms. Nguyen Thi Hai Yen // TEAM LEADER- CLAIMS DEPARTMENT She is also one of the most experienced members in SAS. With over 9 years of experience, she fully grasped the professional knowledge to guide the team members to fulfil their tasks and ensure that the insured protect their rights properly. Moreover, with her meticulous and gentle character, she always creates friendly atmosphere when she talks with customers. This helps her gain the trust from customers.
Ms. Nguyen Phuoc My Chan // HEAD OF ACCOUNTING DEPARTMENT Prior to joining SAS, she served as a financial business analyst, budget planner, accounting finance director in a big corporation. She, along with her department ensures the financial activities of the SAS transparently; controls the process of claim cost transfer to customers within the time commitment.
Ms. Nguyen Thi Kim Tram // TEAM LEADER- DIRECT BILLING DEPARTMENT After graduating from the University in 2011, she joined SAS. During 5 years of work, Tram was enthusiastic and zealous in her work. She, in company with her team members, constantly explored and expanded the network of health facilities to give their clients more choices in the examination and treatment. In addition, she contributes to establishing working procedure with the medical facilities in the affiliate network, avoiding clients from long waiting to use the service.
Ms. Duong Thi Ngoc Mai // TEAM LEADER- CUSTOMER SERVICE DEPARTMENT She became a member of the SAS in 2014. Her time with SAS may not as long as the others, however, she has gained experience from 5 years working in customer service field. That was a reason why she quickly grasped the work and became the best Customer Service Excutive at SAS. She, along with her group, always tries their best to make customers satisfied.
Ms. Dinh Nham Thu Nguyet // TEAM LEADER- DATA PROCESSING DEPARTMENT Having graduated from University of Economics and worked for big corporations before joining SAS in 2015, Nguyet equipped herself with knowledge and skills by applying for courses about quality management system and time management. Being with SAS for 2 years now, she has shown a great sense in figuring out customers’ need and contributing to data systematization in the organization in order to meet the expectations of demanding customers.
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
FUNCTION OF DEPARTMENTS The stages in document processing are undertook by separated departments to ensure professionalism and rapid implementation. However, between departments, there is constantly support of information to complete the jobs best.
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Direct Billing Dept
Claims Department
Customer Service Dept
This department has brought a lot of utility for the insured person who needs examination and treatment.
This specializes in handling the claim files which the customers sent directly to the SAS.
When you have any problems relating to claim request or need SAS support to advide about issues related to insurance, this is the division you need to contact.
- To establish relationships with the hospital after negotiating on tariffs and quality inspection of facilities (also known as "Networked Medical Provider") - To develop the Direct Billing process - To implement the Direct Billing - To solve Direct Billing records
- To expertise claim requests. - To check treatment information with medical facilities - To talk to people who send claim request - To support customers for the complex claim request - To work with Insurance Companies -To settle claims
- To receive and answer calls and emails from customers - To manage and resolve customer complaints - To provide customers with information about the services and processes - To implement recorded call reports
OPERATION’S GOAL IS TO BRING THE BEST BENEFIT TO OUR CUSTOMERS
Business Development
Data Processing Dept
Accounting Dept
Analyzing the most detailed data in a comprehensive way; Developing ideas and business plans.
Overall this is a really important department, and it is also the foundation for insurance claim & claims handling.
The department specializes in dealing with issues related to finance and accounting.
To develop business activities - Sales - To research the market - To propose strategies or partnerships - To manage projects / business plans - To manage products
- To ensure that information on Insurance Contracts are recorded in the system correctly - To analyze and divide the data into different categories - To implement the report of data in detail, or synthetic, or the information is calculated
- To transfer claim cost to customers, followed by the process - To manage claim fund - To report or prepare reports requested by audit. - Financial control monitoring standards of Accounting principles to avoid errors, fraud
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
SERVICE PROCESS We are committed to supporting our customers effectively by providing, consulting analysis services, managing medical claim cost. With experiences through many years with many partners in insurance industry, we are confident to provide enough manpower and financial resources to meet the increasing demands of customers. Our services are based on the development of professional staffs, the proprietary management software and record management processes which are built closely & tightly.
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THE PROCESS OF UPDATING THE INSURANCE CONTRACT INFORMATION
DIRECT BILLING PROCESS
CLAIM HANDLING PROCESS
REPORTING PROCESS
send Guarantee al provider
uments
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
nsured sents dures as d by SAS
SERVICES PROCESS UPDATE INFORMATION INSURANCE CONTRACT PROCESS To ensure that the Insured Person is properly and sufficiently insured, it is required that the Insurance Policy is updated in the system accurately. At SAS, this process is always done carefully.
The medical provider gives a brief notice of the direct billing process and the guidelines for medical examination and treatment
Account Manager (AM) sends the Insurance Policy to SAS / Supplemental Information
The medical provider contacts SAS to provideinformation and requests SAS Guarantee Confirmation
SAS checks information
Incorrect/missing
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SAS informs AM
SAS updates information to the system within 5 days.
Customers send additional documents
DIRECT BILLING PROCESS SAS informs customers of additional documentation/ information
SAS always wants to provide customers the convenience and comfort when using the service; So simple procedure, quick process is what we are doing with this process. Simple report: completed within 2 working days SAS receives a Insured request for Person (Insured) reporting
SAS transfers the compensation money
come to medical provider in SAS network
Insured sign and self-pay for non-guaranteed costs before discharge
SAS receives claim
SAS classifies all reports
SAS makes
The Insured the report presents procedures as required by SAS
SAS send Payment Guarantee to medical provider
The medical provider gives a brief notice of the direct billing process and the Complex guidelines for medical report: completed examination and within 5 working treatment days
The medical provider contacts SAS to provideinformation and requests SAS Guarantee Confirmation
Customers
Ac Mana sends th Polic Supp Info
SAS info
Insured Person (Insured) come to medical provider in SAS network
The Insured presents procedures as required by SAS
CLAIMS PROCESS Insured sign and self-pay for non-guaranteed costs before discharge
SAS send Payment Guarantee to medical provider
The medical provider gives a brief notice of the direct billing process and the guidelines for medical examination and treatment
Account Manager (AM) sends the Insurance Policy to SAS / Supplemental Information
The medical provider contacts SAS to provideinformation and requests SAS Guarantee Confirmation
SAS checks information
Accurate and timely reimbursement to customers is the goal we set for this process. SAS is committed to completing the process within 2 weeks.
Ex SAS receives claim files/ additional documents
The medical provider gives a brief notice of the direct billing process and the guidelines for medical examination and treatment
The medical provider contacts SAS to provideinformation and requests SAS Guarantee Confirmation
Customers nd additional documents
SAS informs customers of the receipt of claim files/ additional documents
Sufficient documents
Customers send additional documents
Account Manager (AM) sends the Insurance Policy to SAS / Supplemental Information Missing documents
SAS checks information
SAS informs customers of additional documentation/ information
Incorrect/missing
SAS informs AM SAS receives a request for reporting
SAS transfers the compensation money
SAS settles claims
Exact/sufficient
SAS updates information to the system within 5 days.
REPORTING PROCESS In order to help insurance companies/clients follow up the insurance claims, as well as to have an overview of the entire insurance policy, SAS is ready to provide the reports required by Insurance Company/customer.
SAS orms customers of additional ocumentation/ information
AS transfers compensation money
Simple report: completed within 2 working days SAS receives a request for reporting
SAS classifies all reports
SAS makes the report Complex report: completed within 5 working days
SAS classifies all reports
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
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TECHNOLOGY One of the factors that has helped SAS succeed as today, is that SAS has applied the technology well. This is not only saving time but also improving the efficiency and quality of work.
LISA This is a proprietary software which is owned and managed globally by Group. Through this intelligent software, SAS has full control of the insurance benefits of the insured, including three following main groups of information: • Information about Insurance Contracts • Personal information of the insured • Information about claim request
DIVA This is also a proprietary Software of Group. This software was created to manage Lisa software. In addition, the software also has the function of analyzing data at complex level based on data already stored in the system.
GSWIN This software helps SAS follow revenue and receivables. Besides, the cost of Insurance Cost of each Insurance Contract will also be controlled through the software by SAS.
FCRS This is a software that helps the accounting department report the results of business operation of the company. The software has the ability to provide financial - accounting data from detail to overview; at the same time it helps us make balance sheet, report the cash flow for each month actually, forecast and budget.
AUTO EMAIL SYSTEM The software is programmed to send notices to customers in the following classified documents: • Announcement of receiving files • Announcement of missing receipts • Announcement of claim handling results
AUTO SMS SYSTEM This software allows customers to receive notifications through messages. Notifications sent to customers are classified into 3 types: • Announcement of receiving files • Announcement of missing receipts • Announcement of claim handling results
CALL CENTER SYSTEM
This is used by Customer Service Dep’t. The main functions of system are: • Call Recording • Call history log • Detailed Call Contents
SOUTH ASIA SERVICES, A WILLIS TOWERS WATSON COMPANY
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VALUED PARTNERS During its operation, SAS is honored to be a major partner of many reputable insurance companies, insurance brokers and reinsurers domestically and globally.
VALUED CUSTOMERS We have collaborated with many partners, including big brand nationally and globally and received high appreciation from both partners and customers who had strict requirements.
Great Britain: 16% Western Europe: 18% North America 36% International: 30%
S O U T H A S I A S E R V I C E S LT D. SAS is specialized in settling insurance claims. Our goal is to bring the best benefits to our customers.
Add: 8th Floor, Central Park Building, 208 Nguyen Trai Street, District 1, HCM Tel : (08) 39 26 08 20 | Fax: (08) 39 25 67 86 Web: www.southasiaservices.com