A regional insurance agency was losing customers to slow claims processing. What should take hours was taking days. Here's how AI document processing transformed their operations.
The Problem
85 employees. Growing book of business. But claims processing was the bottleneck.
Every claim required: receiving documents (often faxed PDFs), manually entering data into three different systems, cross-referencing policy details, routing to the right adjuster, and tracking status. Average time from claim receipt to adjuster assignment: 3-5 business days.
Customers were frustrated. Staff was burned out on data entry. And the backlog kept growing.
The Solution
We implemented AI-powered document processing:
- Intelligent document extraction: AI reads incoming claims (any format) and extracts all relevant data
- Auto-population: Extracted data flows automatically into all required systems
- Smart triage: Claims categorized and routed based on type, complexity, and adjuster expertise
- Exception flagging: AI identifies unusual claims that need human review
- Status tracking: Customers get automatic updates without staff intervention
The Results
After implementation:
- Claims processing: 3-5 days → 4 hours average
- Data entry errors reduced 90%
- Staff handling 3x the claim volume
- Customer satisfaction up 34%
- Two data entry positions redeployed to higher-value work
Beyond Claims
This same pattern applies to any document-heavy operation: invoices, contracts, applications, compliance filings. If you have people doing manual data extraction and entry, AI can likely handle 80%+ of it automatically.
The question isn't whether to automate—it's where to start for maximum impact.