Case Study · Insurance
Cutting claim processing from 21 days to 4 for an insurer
Document extraction, automated validation, and smart routing cut average claim processing from 21 days to 4, dropped manual entry 85%, and lifted customer satisfaction.
- Client
- A regional insurance carrier, ~60 adjusters
- Market
- Remote, US
- Timeline
- 10 weeks to launch
Anonymized and illustrative of a typical engagement.
- 21d → 4d
- average claim processing time
- −85%
- manual data entry
- +34%
- customer satisfaction
- 10 wks
- to launch
01 / The challenge
Where the time was going
- 01Every claim arrived as a stack of documents that an adjuster had to read, key into the claims system, validate against the policy, and walk through approvals. Each manual step added days, and each retyped field added risk.
- 02Customers filing a claim were already having a bad week, and a 21-day average made it worse. The call center absorbed the frustration as a steady stream of status inquiries that pulled adjusters off real work.
- 03Accuracy suffered under volume. Mismatches between claim details and policy terms were caught late, causing reworks, disputes, and inconsistent reserves.
02 / The build
What we shipped
We built an intelligent intake that assembles and pre-validates each claim before an adjuster ever opens it.
- 01Document extractionOCR and document AI read forms, photos, invoices, and reports submitted with each claim.
- 02Automated validationA rules layer checks extracted details against policy terms automatically and flags mismatches for human review instead of relying on a person to spot them.
- 03Smart routingClean claims route to the right adjuster by type, complexity, and current workload.
- 04Proactive status updatesCustomers receive real-time status by text at every stage, removing the call-center status load.
- 05Adjuster cockpitAdjusters open claims that are already assembled and pre-validated, so their time goes to judgment, not assembly.
03 / The results
What changed
Speed and accuracy moved together, which is rare.
Average processing fell from 21 days to 4. Manual entry dropped 85% and accuracy improved, meaning fewer reworks, fewer disputes, and cleaner reserves. Satisfaction rose 34%, helped as much by proactive updates as by speed; people tolerate process when they can see it moving.
- 21d → 4d
- average processing time
- −85%
- manual data entry
- +34%
- customer satisfaction
“Claims that used to take weeks now process in days, with fewer errors and far better visibility for everyone.”
Claims Director, insurance carrier
04 / The stack
Built with, and what you own
The carrier owns the extraction and validation workflows, the routing logic, and the customer messaging, all under their own access controls and logging.
- Document Processing & OCRAutomatically extract, classify, and process data from any document type with AI-powered accuracy.
- Workflow AutomationStreamline repetitive business processes with intelligent automation that saves hours every week.
- Predictive AnalyticsUse AI to forecast trends, anticipate customer behavior, and make data-driven decisions with confidence.
05 / FAQs
Questions about this build
How is oversight maintained?
Every workflow has logging, guardrails, and human review on exceptions. Automation handles assembly and validation; adjusters keep the decisions.
What about unusual or disputed claims?
Those are flagged and routed to an adjuster with everything assembled, so they spend their time on judgment rather than paperwork.
06 / More
Other builds
Want a result like this for your team?
Name the work that is costing you the most time. We will map the build, show what is worth doing first, and what it costs. If there is no fit, we will say so.