Case Study / Process Re-engineering
Claims Processing Re-Engineering and Automation
How Infinitas Advisory re-engineered claims processes for an insurtech firm, reducing cycle times by 50% via automated routing engines.
Engagement Profile
Manual claims routing and customer delays
The client was facing customer churn due to slow claims settlements. Claims assessors spent most of their time manually routing files, verifying coverage details, and requesting missing documents.
Legacy Constraints & Friction
Accelerated Execution Model
Structured Execution Process
Our rigorous, milestone-driven advisory roadmap from immediate diagnostics to complete capability transfers.
Process Mapping
Documented all path permutations in claims handling to identify bottlenecks.
Rules Config
Formulated auto-approval criteria with compliance and underwriting teams.
OCR Training
Configured document readers to accurately extract data from invoices and reports.
Global Release
Launched the new platform alongside customer support onboarding.
Integrated Execution Capabilities
Advisory disciplines applied simultaneously to deliver maximum velocity, compliance assurance, and capability transition.
Process Redesign
Streamlining workflows to maximize automation potential.
Automation Calibration
Configuring automated logic to process transactions safely.
Customer Experience Focus
Creating customer portals that provide clear operational visibility.
API Orchestration
Linking front-end customer portals with legacy underwriting systems.
Legacy Operations vs. Infinitas Managed State
Comparative performance mapping showing direct operational efficiencies achieved across key parameters.
Transformative Operational Aspect Mapping
| Operational Aspect | Legacy Configuration | Infinitas Managed State |
|---|---|---|
| Average Settlement Time | 8 Days of manual routing | Under 2 Hours for straight-through claims |
| Assessor Utilization | Assessing all claims manually | Focusing only on high-value exceptions |
| Data Accuracy | Manual entry verification errors | 99% extraction accuracy from OCR |
| Customer Experience | Phone-in updates only | Real-time automated SMS and portal updates |
FAQ
Frequently Asked Questions
Targeted project delivery insights for program sponsors, executive teams, and compliance auditors.
How does the system prevent fraudulent claims?+
The rules engine matches claims against anomaly detection filters, instantly routing suspicious patterns to investigators.
What percentage of claims are processed automatically?+
Currently, 72% of standard retail claims go through without requiring any manual review.
Did this require changes to policy terms?+
No. We translated existing policy rules directly into automated software logic rules.
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