Insurance · AI Products, Agents & Automation
Claims handlers decide faster with AI-prepared case files
Average preparation time reduced from 41 to 12 minutes per claim during the measured pilot period
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Illustrative example: this is a composed scenario showing how we report outcomes, not a real client engagement. It will be replaced with approved client stories.
Client context
A mid-size property and casualty insurer operating in two European markets, with a claims organization of roughly 180 handlers working across email, portal and broker-submitted claims.
Challenge & baseline
Handlers spent the first part of every claim assembling evidence: reading correspondence, extracting policy details and checking coverage terms. Baseline measurement over four weeks put average preparation at 41 minutes per claim before any decision work began.
Why it mattered
Preparation time delayed first customer contact, drove overtime in peak periods and pushed experienced handlers toward administrative work instead of judgment.
Intervention
A ten-week value proof followed by production build: document intelligence extracts and structures submissions, a retrieval layer matches policy terms, and a case-file assistant drafts a preparation summary for the handler. Claims decisions remained entirely human; the system prepares, it does not decide.
AI's role, and where it wasn't the answer
AI handled extraction, matching and summarization. Coverage rules stayed in the existing rules engine. Payment authority, fraud referral and customer communication remained with handlers, the areas where consequence demanded human accountability.
Responsible design
Sensitive-data redaction before model calls, a groundedness evaluation suite run on every release, per-field confidence display in the handler UI and an escalation path for low-confidence extractions.
Outcome
During the measured pilot period, average preparation time fell from 41 to 12 minutes per claim across the participating team, with extraction accuracy holding above the agreed release threshold. Result observed over the pilot population; not projected.
Adoption
Rolled out team-by-team with handler champions. Twelve weeks after release, weekly active use covered the eligible handler population and the preparation summary was the default starting point for new claims.
What next
Operated under managed improvement with monthly evaluation reviews; the backlog extends the workflow to broker-submitted commercial claims.
Delivered with the service line AI Products, Agents & Automation through our stage-gated delivery model.