Case study · Insurance
A claim the customercan actually follow.
One of the world’s largest life insurance companies, operating across more than 40 markets with over 150 years of history. It serves tens of millions of customers and manages hundreds of billions of dollars in assets. Setting out to upgrade its claim service, it found its manual process created friction at every stage: document verification was costly and error-prone without automated tools, multi-step manual review was slow and mistake-prone, policyholders got unclear guidance and missed required steps, and nobody, inside or outside, could see where a claim actually was.
Constraints and answers
Claims fail on friction, not on the decision.
One conversation, and a status anyone can check
Document checks by hand, costly and slow
With no verification tools, document checks were costly and slow and submissions came back full of errors.
Answer
Intelligent claim processing agent
Automatic document verification against unified standards, replacing manual checks with AI validation for consistent accuracy.
Too many manual steps in review
Too many manual review steps introduced errors and slowed every response.
Answer
Conversational claims interface
Policyholders submit and track claims in natural conversation, with AI reviewing in real time at each step, which is what takes the process from hours to minutes.
Unclear guidance, so policyholders missed steps
Guidance was patchy and the process unclear, so policyholders missed required steps in their own claims.
Answer
Automatic material list generation
Identity and policy linkage determines the documents each claim type needs and walks the policyholder through them, so nothing is missed.
No way to see a claim’s status
There were no progress tools, so neither customers nor internal teams could see a claim’s status in real time.
Answer
Real-time progress dashboard
Full-process visibility for policyholders and internal teams alike, in place of opaque status inquiries.
Policyholders answer the questions, and the agent does the checking.
The results
Hours to minutes, and 90% less to do.
- 90%
- SIMPLER USER OPERATIONS
- Auto-material lists cut user effort.
- PROCESSING TIME
- AI-driven claim processing.
- FULL PROCESS TRACKING
- Real-time status for all stakeholders.
- CUSTOMER SATISFACTION
- Simpler, faster, more transparent claims.
- LABOR COSTS
- Automated verification, better accuracy.
Forty markets means the same claim process has to work in forty regulatory contexts.
The stack
What was deployed
Integration with policy systems, identity verification and document management, so claim processing runs on one picture.
Structured claim case storage with AI learning from historical patterns, improving processing accuracy over time.
Enterprise-grade controls and regulatory compliance protecting sensitive policyholder data through the claim workflow.
A cloud-native architecture that takes claim volume spikes and extends across multiple markets.
ملاحظة حول القدرات
تعكس القدرات والاعتمادات ومراجع النشر الموضحة عبر هذا الموقع العمل الجماعي لفريق الهندسة الأساسي في Amanah. وقد نُفِّذت بعض المشاريع تحت كيانات سابقة أو تابعة. عمليات النشر السيادية سرّية بحكم التكليف، لذا لا يُذكر أسماء العملاء الأفراد. والمراجع الأساسية قابلة للتحقق بموجب اتفاقية عدم إفصاح.
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