TP Malaysia honoured at Malaysia Technology Excellence Awards 2026

The organisation automated insurance document verification and system entry, enabling faster turnaround and lower cost.

TP Malaysia won the Automation - Outsourcing category at the Malaysia Technology Excellence Awards 2026 for deploying Intelligent Process Automation (IPA) that automated the validation and entry of insurance customer information. The project replaced a manual workflow where employees reviewed documents and entered customer data across multiple systems, a process that required around 30 minutes per case and involved repeated navigation between internal tools and document repositories.

The initiative addressed operational delays caused by manual data handling and multiple input fields required across systems. Customer experts previously accessed email, shared folders, workflow dashboards, and an external platform to verify information and complete records. Repetitive copy and paste actions increased the risk of entry errors and slowed task completion. The new automation process introduced a bot that monitors incoming cases and processes them according to predefined workflows.

Incoming insurance documents are scanned by the system, which extracts data such as identification numbers, addresses, and contact information. The bot then checks whether the customer already exists in the insurer’s system. If a profile is not found, the system generates a new master code before completing the transaction entry automatically. Once the task is finished, the system proceeds to the next case and compiles a summary report sent to internal stakeholders at the end of the day.

The IPA solution is architected across three intelligent layers: a user-facing engagement layer built on Power Apps for seamless case access and interaction; a workflow intelligence layer powered by Power Automate to orchestrate end-to-end process execution; and a cognitive processing layer leveraging AI Builder for intelligent document understanding and automated data extraction. The solution also records activity logs for authentication and audit tracking across the system.

When the system encounters issues such as missing data, inaccessible files, OCR failures, or transaction errors, tasks are redirected to human agents for manual verification. This human-in-the-loop model allows agents to review exceptions and complete unresolved cases before they return to the automated workflow.

Operational performance improved following implementation. Process cycle time decreased by 84%, and accuracy rose to 100% from September 2024 onwards, exceeding the original 85% target. Case resolution also accelerated, with all cases completed within 24 hours from September 2024 and none exceeding 48 hours.

The project also reduced operating costs by producing significant annual savings for the client. This outstanding performance led to the Malaysia team taking responsibility and supporting additional operations in the APAC region starting November 2024.

The Malaysia Technology Excellence Awards, presented by Asian Business Review, recognises exceptional companies at the forefront of technological innovation and digital transformation, playing a pivotal role in driving Malaysia's rapidly growing economy to greater heights.

The Malaysia Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila (+65) 3158 1386 or [email protected].