The insurance industry in Oman has seen the launch of the first domestic company licensed to engage in the management of health insurance claims.
Named the Green Line Insurance Services, the goal of establishing the medical third-party administrator (TPA) is to accelerate growth in the health insurance sector and meet the increasing need for smart solutions that enhance the efficiency of medical services, according to a report published in the newspaper Al Roya.
Mr Faisal Al Rashdi, co-founder and CEO of Green Line Insurance Services, said that, having worked in the health insurance sector for several years, he noted the operational challenges facing the sector, whether at the level of insurance companies, healthcare providers, or the insured.
Given the clear gap in claims management, he decided to establish Green Line, especially following an announcement by the Capital Market Authority (currently the Financial Services Authority), opening the door to health third-party administration as an independent and regulated activity.
Before the establishment of Green Line, there was a heavy reliance on foreign TPAs that managed operations outside Oman. This affected the speed and quality of services. The Financial Services Authority has also taken the initiative to issue clear legislation to ensure that health data is stored within the Sultanate of Oman.
Mr Al Rashdi pointed out that Green Line is managed by domestic competencies and meets market needs through its proximity to customers, which directly impacts the quality of its work and the speed of its transactions.
He said that the services offered by Green Line include accurate and rapid medical claims management, medical and administrative verification using smart systems that detect duplication and errors. They contribute to time management and medical network management, from contracting with hospitals and clinics to monitoring the quality of service provided to insured persons. Furthermore, data analysis and smart reports help insurance companies make decisions based on accurate data.
He emphasised that Green Line relies heavily on digital solutions and modern technologies, including artificial intelligence, to analyse data faster and automate routine processes using software robots that reduce manual errors and save time and effort. He also stressed that the company is fully integrated with the national digital health insurance platform — Dhamani — developed by the Financial Services Authority.
He said that the company stores customer data on in-house servers only, without relying on external servers. This ensures control over information security and the application of the best cybersecurity standards, such as advanced data encryption during transmission and storage, firewall systems, and intrusion detection and prevention systems. Additionally, access permissions are granted in a limited and deliberate manner based on the job role of employees. Furthermore, the company adheres to all local and international laws and regulations related to data protection, and conducts periodic reviews to ensure continued compliance.
Challenges
Green Line faces several challenges, Mr Al Rashdi said. These challenges include the company's inception shortly before the COVID-19 pandemic, which prompted the company to leverage digital technologies and remote work. Other challenges include the scarcity of specialised talent in Oman, given that the TPA field is relatively new to the local market, and the challenge of contracting with healthcare providers, given their ongoing dealings with international companies.
In addition, launching new businesses and projects in the market can be difficult, or hard to understand because of the lack of public awareness. Green Line undertook direct customer education via field visits to targeted companies and institutions, and through social media, including articles, videos, and simplified messages explaining the importance of claims management and the differences between claims management companies and traditional insurance companies.