Application Modernization
Insurance Provider: Modern Claims Processing
Reimagine Legacy. Redefine Future.
The Client
A Fortune 500 insurance company offering health, motor, and property insurance products.
Claim approvals took up to 15 days due to manual document validation and lack of a mobile-first customer experience.
Reimagine Legacy. Redefine Future.
The Challenges
Key Highlights
- Deployed Azure OpenAI Service with GPT-based models for real-time sentiment analysis of customer feedback across email, chat, and social platforms.
- Implemented a personalization engine that leveraged AI-driven recommendations for promotions and loyalty rewards.
- Integrated an intelligent Power Virtual Agents chatbot into the company’s mobile app and website for 24/7 multilingual customer support.
- Rolled out predictive analytics dashboards in Power BI to forecast churn and measure campaign ROI.
Key Highlights
- Implemented serverless processing pipelines using Google Cloud Run.
- Integrated AI-powered document recognition for validating claim forms automatically.
- Developed mobile-first apps with React and Power Apps for customers to file claims anytime.
- Enabled end-to-end visibility of claims status for customers and agents.
Impact
Business Morals
Business Morals
Delivered
- Reduced claim processing time from 15 days to 48 hours.
- Boosted agent productivity by 50%.
- Enhanced customer satisfaction with transparency.
- Established digital-first reputation in a competitive insurance market.
Business Morals Delivered
- Customer retention rates improved by 18% within the first year.
- Call center workloads decreased by 35%, allowing agents to focus on complex cases.
- Campaign conversions rose by 22% due to targeted offers powered by AI.
- The client positioned itself as an AI-first retailer, enhancing brand perception in competitive markets.