UK Insurer - Claims Processing

A leading UK insurance company was struggling to manage the increasing number of customer communications via email, which contained supporting information for insurance claims including attachments in various file formats, such as court judgements and police reports. Its old solution used OCR to read and categorize over 2000 customer emails daily which needed to be routed to 40 different categories. Only 30% to 40% were being categorized correctly. With the growing volume of inbound emails, the insurer searched for a new solution.

inSTREAM

inSTREAM now receives the emails and containing claims information and attachments, understanding the meaning and intent, extracting the relevant information and categorising it, finally uploading it into the insurer’s business system. When inSTREAM is unsure of the meaning of an email or attachment it refers it to a member of the customer service team and learns from the actions and decision they make for future reference.

Benefits Acheived

  • 70% reduction in process costs
  • 68% accuracy rate acheived within 7 to 8 weeks of 'go-live'
  • Improvement in customer experience
  • Scalability during surge periods without additional resource


  • "The real differentiator for me is inSTREAM's ability to deal with a hugely complex environment."

    Bill Keneally, Chief Financial Officer, Kuoni
  • "inSTREAM helps us to reduce claim cost and speed up the claims process, a win-win outcome for insurer and policyholder alike."

    Mark Grocott, Managing Director DMS, Davies Group