Automating Claims Processing for a Pan-African Insurer
Intelligent document processing and workflow automation took claims triage from a three-day queue to minutes — without replacing the core system.
A pan-African insurer's claims intake was drowning in documents. Every claim arrived as a bundle of scanned forms, photos, and PDFs; a triage team keyed the essentials into the core system before an assessor could even begin. Average time to first decision: three days, most of it queueing.
The Approach
We built an intelligent document processing pipeline that classifies incoming documents, extracts the fields assessors actually need, and validates them against policy records — routing only the exceptions to humans. Robotic process automation then files the structured result into the untouched core system, avoiding a risky core replacement entirely.
The rollout started with one product line and a human-in-the-loop review of every automated extraction. Confidence thresholds were tightened only as measured accuracy earned it.
The Results
Four in five claims now reach an assessor within minutes of arrival, fully indexed and validated. The triage team was redeployed to the complex-claims backlog, and customer complaints about claim delays fell by more than half in the first two quarters. The core system remains unchanged — the modernization happened around it.