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Insurance

Scout identified a 15% potential effort per claim reduction for a leading insurance company, ensuring continuous improvement

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Challenges

The claims operations team in Venice faced the following challenge:

Limited visibility into FNOL(first notice of loss) processes despite a unified claims platform

Higher user effort spent outside the claims platform

Fragmented processes & disconnected systems

  • Teams
Claims & Operations
  • Location
Venice
  • Key runtime metrics

Effort per Claim

Enter Scout

The AI model revealed insights into the actual processes driving the work.

Scout Insights

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Missing features

Policy coverage and client specific procedures were not integrated into the claim system leading to additional effort.

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Unstructured communication

There was heavy reliance on excel, outlook, and emails for claims, payments, and FNOL processing which led to fragmented workflow & disconnected systems.

Runtime metrics

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Recommendations

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Integrated workflow management

Automate internal workflows integrated with client portal for seamless information exchanges.

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Streamline claims tracking

Leverage case management dashboards to replace manual tracking of claims and productivity metrics & train users for seamless claimant communication.

Conclusion

Scout uncovered ~15% potential reduction in effort per claim by identifying repetitive, manual activities- enabling teams to streamline operations and focus on higher-value work.