InsuranceLive
Call summarisation went live first, because 27 other uses depend on it.
With a carrier, we scored every claims function in eight weeks, then built four capability foundations in ten. Call summarisation went live first.
An international multi-line insurance carrier
- 40–60%of every property claims handler’s shift spent on administration before the work
- 94use cases identified across every claims function, 19 of them prioritised
- 8 + 10 weeksto build the business case, then four capability foundations
- 27uses that call summarisation now enables: five priority and 22 downstream
The situation
At an international multi-line carrier, property claims handlers were spending 40 to 60 per cent of every shift on administration that needed no claims expertise.
A single call could take a handler across three to five systems.
What we built
An eight-week business case covered every claims function: first notification of loss, triage, settlement, fraud, complaints, management information, loss adjuster management and the architecture underneath.
We scored every candidate use jointly with the carrier on strategic alignment, business value and complexity, and showed working prototypes every week.
We identified 94 use cases and prioritised 19. A ten-week build then delivered four capability foundations.
The decision that mattered
Call summarisation went into production first because so much else depends on it: five priority uses and 22 downstream ones need it in place.
Where it stands
Call summarisation is in production, the first of the four foundations to go live.
The other prioritised uses set the order for further delivery.