Insurance
Challenges
With a footprint spanning over 100 countries, one of the world’s largest insurance firms managed a highly distributed claims operation across Europe. In its Venice hub, the claims operations team worked on streamlining early-stage claims intake and handling, where manual effort and inconsistent workflows were creating delays and operational friction. The initiative focused on identifying process gaps and improving efficiency in day-to-day claims processing. The core challenges included:
Teams
Claims & Operations
Location
Venice
Key runtime metrics
Effort per Claim
Enter
The AI model revealed insights into the actual processes driving the work.
Scout Insights
Missing features
Policy coverage and client specific procedures were not integrated into the claim system leading to additional effort.
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
The graph below shows consistently elevated effort per claim, indicating inefficiencies within the FNOL(first notice of loss) process. Despite operating on a unified claims platform, teams were relying on manual steps and external tools- a result of fragmented workflows and disconnected systems leading to increased effort and inconsistent claimant experiences.
Recommendations
Integrated workflow management
Automate internal workflows integrated with client portal for seamless information exchanges
Leverage case management dashboards to replace manual tracking of claims and productivity metrics & train users to maximize existing email functionality for seamless claimant communication.
Strategic Payoff
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. It also identified a potential improvement in response time by ~30%, thus ensuring seamless claimant experience.
