A leading insurance management organization operating five insurance companies across 15 states and managing 52 commercial and non-standard automotive insurance products needed a more scalable approach to handling thousands of claims each month.
Claims intake relied heavily on manual Word-based documentation, resulting in inconsistent data collection, limited visibility into claim status, and highly variable processes across teams. Without standardized workflows, claims frequently stalled, slowing resolution times and making it difficult to scale operations.
The complexity extended beyond intake. Policy information was distributed across five independent systems, each with its own data model and interface. Customer Service Representatives (CSRs) and adjusters were forced to navigate multiple applications and manually re-enter policy information throughout the claims lifecycle.
Incomplete claim submissions often required multiple follow-up calls with claimants, while critical operational knowledge remained dependent on experienced employees, increasing training costs and contributing to employee turnover.
- Creation of a unified claims platform to provide a single view of customer, policy, and claims information.
- Standardization of claims intake to improve consistency while supporting state-specific regulations and policy requirements.
- Automation of claims workflows to reduce manual effort, streamline task routing, and accelerate processing.
- Strengthening of data governance through standardized data capture and improved information quality.
- Delivery of a scalable digital foundation using an Agile implementation approach to support continuous enhancement and future growth.
- Approximately 35% reduction in overall claims processing time.
- Approximately 40% improvement in claims accuracy through standardized intake and validation.
- Approximately 25% fewer claimant callbacks per claim due to more complete and accurate information captured during intake.
- Unified access to data from five policy administration systems, eliminating the need to work across multiple legacy applications.
- Enabled real-time reporting on claim volume, cycle time, workload, and CSR productivity.
