This study aims to understand how a health insurance organisation undertake business process transformation to stimulate innovation. A growing interest in digital transformation raises questions about how this can lead to business process transformation in delivering health insurance. This study seeks to understand one of the most relevant phenomena today, digital transformation, which implies fundamental changes in the activities of organisations based on the use of digital technologies and the implication for business process management. This paper, therefore, applies a sociotechnical approach using institutional theory as the analytical lens and qualitative interpretive case study as the methodology. It depicts how various institutions influence the outcome of business process transformation. The findings have implications for research, practice, and policy