Case study: Enterprise automation saves an insurer millions

EXL’s client, a leading US insurance company, struggled with managing an increasing claims volume, improving customer experience through faster turnaround times, and efficiently managing fraud while adding capacity for higher value-add and project-based work. Certain processes were seeing up to 40% year-over-year growth in volume, further exacerbating the pain points and leading to higher hiring and training costs. In order to manage these volumes, the client had 150+ employees spread across three locations.

This case study focuses on how EXL helped a leading insurance company achieve an end-to-end claims transformation which leveraged RPA, data analytics and a claims center of excellence.

Key outcomes achieved:
• Fraud referral process improved resulting in savings of $21M.
• Average claims processing times reduced by 40%.
• Released over 50% capacity in the claims function.
• Claims specialists empowered to focus attention on complex claims.