Insurance · Case study
Insurance major in Europe
Manual claims processing averaged 14 days. Customer NPS was a chronic underperformer for the brand.
The context
A major European insurer's claims process averaged fourteen days of manual handling, and customer NPS suffered for it. The bottleneck was triage: every claim was read, classified and routed by hand against a dense policy schedule.
At a glance
- Sector
- Insurance
- Headline result
- <48hr
- Service lines
- AIData & Cloud Transformation
What we did
The approach.
- 01
Built triage agents
AI claims-triage agents on private-cloud LLMs read each claim and classified it against the policy schedule, with human-in-the-loop review on anything ambiguous.
- 02
Grounded every decision
Each triage decision is grounded in and cites the specific policy clauses behind it, so the audit trail holds up against the schedule and the regulator.
- 03
Kept humans in control
Adjusters review and override at the edges; the agents handle the routine volume that was previously eating the team's week.
- 04
Handed back ownership
The insurer operates the agents and the eval harness in their own cloud, with full auditability and no third-party data exposure.
The outcome
What changed.
<48hr
claims processing time, down from 14+ days
Full
auditability against the policy schedule
↑ NPS
from a chronic brand underperformer
Let's talk
Want an outcome like this?
A senior engineer on the call from day one. Two weeks to a written architecture and a working reference build.