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Our Impact / National Insurer Digital Channel Transformation
Our Impact
National Insurer Digital Channel Transformation
Lifting straight-through claims processing and customer experience with AI at the point of lodgement.
Top-tier general insurer | High annual claims volume | AI-enabled claims triage
The Challenge
A major general insurer was handling a high annual volume of claims, with a significant proportion still requiring manual intervention. This was driving substantial claims-handling costs and constraining customer experience, while the existing approach to fraud detection at lodgement left material room for improvement.
The Precision Approach
- 1
Precision designed and deployed an AI-enabled claims triage engine trained on several years of historical claims data, classifying incoming claims within moments of lodgement.
- 2
The engine integrated with the insurer's existing core claims platform, with no rearchitecting of core systems, so value was realised quickly and without disruption. Fraud signals were surfaced at lodgement, and straightforward claims were routed to straight-through processing.
Outcomes
More than doubled
Straight-through processing within six months
Negative to positive
Shift in customer satisfaction
Tens of millions
Claims handling costs reduced in the first year
Substantial
Uplift in fraud detection at lodgement
Navigating a similar Insurance challenge?
Our practitioners have led programmes of comparable scale and complexity across the Insurance sector. We bring the same rigour, the same practitioner-led model, and the same commitment to outcomes that defined this engagement.
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