Juliana Wee, Vice President, General Insurance Claims, Product
Singlife
As part of its ongoing efforts to transform operations and enhance customer experience, Singlife embarked on a digital transformation journey to improve its travel insurance claims process, with a focus on greater accessibility, transparency and operational efficiency.
As customer expectations evolved, Singlife identified an opportunity to modernise its claims process, particularly for travel insurance, where customers expect fast, transparent and hassle-free reimbursements.
Prior to this initiative, claims management was largely reliant on manual processes and fragmented workflow despite ongoing improvement efforts.
Key challenges included:
When evaluating solutions, Singlife prioritised:
Fermion Merimen was selected for its strong track record in claims digitalisation, end-to-end capabilities and flexibility in tailoring solutions to Singlife's needs.
Singlife sought to deliver a more seamless and customer-centric claims experience while modernising internal claims operations through digitalisation.
In partnership with Fermion Merimen, Singlife introduced a new customer portal and claims management system, successfully transforming its customer-facing touchpoints while streamlining internal claims processes.
The integration of Fermion Merimen's customer portal and claims system was carefully designed to be minimally disruptive, allowing teams to transition to the new system smoothly while maintaining business continuity.
This was enabled by close support from Fermion Merimen throughout implementation, including structure onboarding, training and comprehensive documentation to ensure readiness across Singlife's claims teams. At the same time, the system's intuitive interface helped reduce training time and accelerate user adoption.
Several features proved particularly valuable in achieving Singlife's objectives. These include:
Where required, additional enhancements were implemented to better support Singlife's specific operational needs through regular sessions between Singlife's claims teams and Fermion Merimen. These sessions allowed for continuous refinements, such as the introduction of new claims labelling to improve tracking and reporting as well as the incorporation of policy updates into the front-end portal and back-end systems.
By partnering with Fermion Merimen, Singlife successfully transformed its customer claims experience, achieving measurable operational improvements while reinforcing its commitment to continuously enhancing customer satisfaction. This collaboration demonstrates how targeted digitalisation can deliver both immediate efficiencies and long-term strategic value.
Financial Benefits
Operational Benefits
Branding and Market Perception
Singlife is a leading financial services company that offers consumers a better way to financial freedom. It is headquartered in Singapore with a presence in the Philippines.
Singlife meets diverse customer needs by offering a comprehensive suite of insurance products, including life and health, general insurance and investments, employee benefits and financial advisory solutions. It achieves this through a differentiated, open-architecture distribution model and Singapore's largest network of financial advisers. A pioneer in the digital Insurtech space, it offers digital solutions accessible through the Singlife App, MySinglife portal and the Group's investment platforms dollarDEX and GROW.
Singlife was formed from the merger of Aviva Singapore and Singlife, originally an Insurtech start up, in January 2022. Singlife is now a wholly owned subsidiary of Sumitomo Life, who acquired Singlife in 2024.
Website: https://singlife.com
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