Driving Scalable MI reporting across multi market insurance operations
The Overview
The client, a leading insurance and asset management company in the ASEAN region, operates across 14 markets, including Singapore, Malaysia, Indonesia, Thailand and Vietnam. It serves the region’s growing middle-income segment with savings and protection offerings and holds a top-three position in nine life insurance markets across Asia.
The market-leading insurer required a centralized Management Information (MI) reporting framework to meet business and regulatory requirements across its group, regional and local operations. The existing legacy regional systems were not aligned to support centralized reporting, leading to fragmented data, inconsistent processes and limited visibility.
HCLTech implemented a Data Warehouse and business intelligence solution to streamline MI reporting, automate key reporting cycles and provide governed data across the client’s multi-tiered structure.
The Challenge
Reporting and operational inefficiencies driven by fragmented regional systems
Our client faced challenges with MI reporting as each market operated its reporting systems, which made it difficult to unify data or generate a holistic view of operations. Reporting processes were largely manual, consuming valuable time and effort.
Challenges included:
- Inconsistent product and customer data within lines of business due to siloed regional systems>
- Non-integrated systems caused duplicate data, manual work, delayed outputs and higher risk of errors
- Approvals ran in separate systems with limited status view across regions
- Late submissions lacked a centralized log for tracking and escalation
- Duplication of data processing from multiple stakeholders increased operational costs and diluted data ownership
- Financial planning & management teams received over 100 ad-hoc report requests each year, reducing their capacity to focus on strategic work
- Each business unit followed different reporting structures, making cross-unit comparisons difficult and time-consuming
The Objective
Close the gaps on reporting across markets with a scalable MI solution
As a multi-market insurer in the ASEAN region, our client needed a reporting solution that could support consistent MI delivery across geographies and business functions. The goal was to improve data accuracy, cut down manual work and provide secure access to key business and financial data to support planning, compliance and decisions.
HCLTech designed a solution to:
- Provide real-time visibility into sales pipelines, policy movements, profitability analysis and underwriting and claim processes
- Enable distributed access to reporting tools, allowing teams to generate and use data outputs independently
- Deliver customizable, value-driven reports to support consistent decision-making across regions
- Improve incident management and streamline change request handling to maintain system stability and responsiveness
- Offer insights into customer behavior to support better marketing and engagement
- Reduce manual effort and reporting delays through automated data processing and scheduling
- Ensure fraud management and regulatory compliance through built-in data lineage and controls
The Solution
MI Capability enhanced with centralized data warehouse and BI solution
HCLTech implemented a robust reporting infrastructure that connected data from all business units and markets into a single, governed environment. The solution streamlined operations and significantly improved data accuracy and delivery speed.
Key components of this solution included:
- A set-up of structured data integration processes, using IBM DataStage to consolidate inputs from various systems into a standard reporting format
- Centralized data storage to give business units consistent and secure access to reporting data
- A dashboard that allowed teams in different regions to access value-driven insights for better visibility and coordination
- Automation of routine reporting tasks using IBM Tivoli Workload Scheduler thereby helping teams reduce manual effort and meet deadlines
- Automated system updates to reduce errors and improve delivery speed
- Centralized tracking tools that were adopted to manage documentation and change requests, helping teams track issues and enhancements more effectively
- Daily support during business hours - Monday to Friday, with additional weekend support allocated for scheduled system maintenance
- Operational on IBM DataStage and Cognos since 2018, the system is being transitioned to Azure Databricks and Power BI, with the new platform targeted to go live in the first quarter of 2027.
The Impact
Faster, targeted reporting for better decisions across roles and regions
The centralized platform allowed the company to operate more efficiently, respond to data needs more quickly and maintain stronger oversight and compliance. Here’s what changed:
- Cut data processing time by 60% to 80%, helping teams complete routine reports much faster
- Enabled self-service access to MI outputs across business units, reducing ad-hoc report requests to the financial planning team by over 100 requests yearly
- Established a robust control environment with improved data traceability and governance within lines of business
- Provided greater data granularity, enhancing the accuracy of reporting
- Achieved 100% SLA compliance for incident resolution and service requests over two years
- Completed over 100 change requests and enhancements to keep reporting aligned with business needs and system requirements
- Improved user experience through automation of recurring reporting tasks and reduction in manual interventions
These outcomes enabled the client to stay on schedule with reporting, make faster decisions, reduce manual efforts and improve overall business efficiency.
