Biometric Strategies and Performance of Electronic Claim Processing at National Hospital Insurance Fund in Kenya

Over the years, there have been concerns about the rising number of fraudsters who work with hospitals to defraud businesses of millions of shillings in fake surgeries and treatments, while health service providers overcharge those who have insurance. To address this issue, medical insurance companies and businesses have implemented biometric authentication systems in collaboration with healthcare providers. The purpose of this study was to determine the effect of biometric adoption strategies on the performance of E-claim processing at NHIF Kenya. The research was guided by four theories that include Technology Acceptance theory, Technology Diffusion theory, and Institutional theory and Performance theory. This study used a descriptive research technique and the target population comprised of 78 senior executives at the NHIF offices in Upper Hill, Nairobi County. A census of 78 respondents was used for the study. The study established that NHIF Kenya had adopted various biometric strategies that included fingerprint recognition systems, Iris recognition strategy and facial recognition. The study concludes that clients expressed high preference with biometric data as it offered high level of security and quick access. NHIF Kenya had over the years realized an increase in operations efficiency, revenue from premium payment and quality delivery of services. It was recommended that NHIF should identify pain points, security vulnerabilities and areas where biometric authentication can be beneficial. The NHIF Kenya should continually evaluate effectiveness of E-claim processing system and should implement advanced fraud detection algorithms.