ModrinumFor HR teams
The work we take, and the work that stays yours
Benefits administration goes wrong when the boundary is vague — when everyone assumes the endorsement was sent and nobody sent it. So the boundary is written down before we start, item by item, with a name against each line and a date it is due. This page is that document in public form.
Division of work
| Activity | Modrinum | Your HR team |
|---|---|---|
| Member master | Hold it, reconcile it monthly to payroll, audit it quarterly | Send the payroll register on the agreed date |
| Endorsements | Build the addition and deletion file, price the impact, send to the insurer, chase acceptance | Approve exceptions outside policy rules |
| Enrolment window | Communication, portal, floor sessions, validation, chasing non-responders | Approve the subsidy split; book the rooms |
| E-cards | Issue, reissue, answer requests directly from employees | Nothing |
| Employee questions on cover | Helpdesk, 09:30–18:30, Mon–Sat, in Bengali, Hindi and English | Nothing, unless the question is about eligibility policy you set |
| Claims | Intimation, pre-auth, queries, deficiencies, escalation, settlement explanation | Nothing. HR sees status, not diagnosis |
| Flexi declarations | Menu, window, validation, deduction and reimbursement instruction | Set the allowance and the menu; payroll processes the file |
| Reporting | Monthly pack, quarterly review, renewal projection | Read it and tell us where it is unclear |
| Renewal negotiation | Prepare the data set, evaluate quote wordings, model options | Decide; your broker or insurer relationship stays yours |
| Premium payment | Track due dates, warn before lapse | Pay the insurer. We never hold client premium funds |
Service levels we commit to
- Employee query — first response the same working day; resolution within two working days where the answer is ours to give.
- E-card — within two working days of endorsement acceptance; a reissue the same day.
- Endorsement file — sent on the fixed monthly date, without exception; emergency additions for a hospitalised dependant raised within four working hours.
- Cashless pre-authorisation — raised with the TPA within four working hours of a complete intimation.
- TPA query or deficiency — answered within one working day where the document is with us.
- Reimbursement file — checked and submitted within two working days of receiving the last document.
- Monthly pack — tenth working day.
- Escalation — account manager reachable by phone; a named alternate when they are on leave, told to you in advance, not discovered.
Who you actually deal with
A client servicing manager owning your account and running the quarterly review, a claims coordinator who handles your employees' files, and a benefits operations executive who builds the endorsement and enrolment data. Three names, three direct numbers, one alternate each. Our teams carry eight to ten employer accounts, not thirty, which is why the same person recognises a claim when it comes back.
What we will not do
We do not hold premium funds, we do not take a commission from your insurer for administering your scheme, and we do not give tax advice on flexi heads — that stays with your finance team and their auditor. We also will not tell HR an employee's diagnosis. If those boundaries make an arrangement awkward, better to know now.
The first ninety days
Transfers go wrong in the handover gap, when the old administrator has stopped caring and the new one does not yet have the data. This is sequenced so there is no day when a claim has nobody.
- Days 1 to 5 Data intake Policy schedules and wordings for every cover, the current insurer and TPA masters, the payroll register, the last twelve months of claims MIS, the open claims list, and the enrolment communication that was last sent. We read the wordings ourselves rather than working from a benefit summary someone made in a slide deck.
- Days 6 to 15 Reconciliation and findings note Three-way reconciliation of insurer, TPA and payroll, plus a written note of what we found: records disagreeing, dependants missing dates of birth, children past exit age, leavers still covered, and claims sitting open with no action for more than a fortnight. This note is usually uncomfortable and always useful.
- Days 16 to 25 Open claims transferred by name Every live claim is picked up individually, the employee is called and told who now handles it, and the TPA is informed in writing of the change of servicing contact against each claim number. Nothing is left to a bulk email.
- Days 26 to 40 Master corrected and cards reissued The corrected master goes to the insurer as a consolidated endorsement. E-cards are reissued to everyone, because after a reconciliation a meaningful number of people are holding a card with wrong details.
- Days 41 to 60 Helpdesk live and communication out The helpline number, the plan summary rewritten in plain Bengali and English, and floor sessions at each location so employees meet the desk before they need it.
- Days 61 to 90 First full monthly cycle and review The first endorsement file on the fixed date, the first monthly utilisation pack, and a review meeting where we agree what the reporting should show that it currently does not.
Employee data, handled carefully
We process personal and health data belonging to your employees, and under India's Digital Personal Data Protection Act you remain the fiduciary while we act on your instruction. Practically: data moves over encrypted transfer rather than email attachments, access is restricted to the named team on your account, medical documents are stored separately from the member master, retention is set in the contract and we delete on exit, and no clinical detail reaches your HR team. A processing agreement with those terms is signed before the first file moves, and we would rather you read it than sign it quickly.
Sensible questions to ask us
How many accounts does one coordinator carry?
Eight to ten employers per client servicing manager. Ask any prospective administrator this, including us, and be sceptical of a number above fifteen — beyond that the file gets read fresh every time.
What happens when my account manager leaves?
The alternate named at onboarding takes over the same week, and you are told before the handover rather than after. Every claim file and every decision sits in the account record, not in one person's inbox.
Do you take commission from the insurer?
No. We are paid a fee by the employer, per employee per month or as a fixed retainer, so there is no reason for us to prefer one insurer's outcome to yours.
Can we keep our current broker?
Yes, and most clients do. We administer; they place. We will happily hand our renewal data set straight to them.
What if we leave?
Thirty days' notice, and we hand over the member master, the full claim register, the reporting history and the open-claims file in a documented format, plus a call with whoever takes over. Data is deleted on confirmation.
How small is too small?
Below roughly 150 covered lives a dedicated desk is hard to justify, though we do run some smaller schemes as part of a shared coordinator model. We will say so plainly rather than sell you a structure that will not hold.
Start with the findings note
Before any contract, send the insurer master, the payroll register and last year's claims MIS. Within five working days you get the reconciliation, the open-claims picture and the renewal position in writing. Many HR teams use that note to fix their existing arrangement, which is a fine outcome.