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Case Study

Multi-line insurer transforms claims processing

Multi-line insurer

Operating in multiple countries this multi-line insurer processes high volumes of personal, business, and public sector insurance claims.


claims agent in 39 team supported


claim documents of 40+ types handled


digital claims processing

This multi-line insurer switched to digital claims services to support customers more seamlessly through the claims process. Gathering documents across multiple ingestion channels and routing them to the correct claims agent or team automatically, the insurer resolves claims faster, reduces time-to-settle and cuts the cost of previously paper-based flows in the claims process. By gathering together all documents related to a claim in a single ‘case’ folder, the insurer enables its claims team to make better decisions in compliance with policy and regulation.


  • Reduce time-to-settle
  • Digitize complex claims processes
  • Ensure information security


  • Claims agents receive & process documents digitally and without delay
  • SLAs support faster claims processing
  • Quickly deployed cloud solution delivered fast return on investment


  • Shorter time-to-settle and increased productivity in document-intensive claims
  • Storage and real estate savings through “dematerialization”
  • Case management improves claims process automation and efficiency

Business Drivers





The variety of claim types and the wide range of documents needed in support of those claims presented a challenge to the digital transformation plans of this multi-line insurer. Increasing the productivity of claims handlers was an important objective and reducing the time-to-settle was important for customer satisfaction.

The solution allows claims processors to attach notes to documents as they flow through the claims process and an audit trail of all document interactions is automatically generated to meet reporting and compliance requirements. The solution uses encryption and tightly controlled access permissions to safeguard information security and provide secure handling of business and personal sensitive information received from customers.

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