How a regional insurance carrier restructured its claims workflow to support AI-assisted processing — reducing review time and improving outcome consistency.
The claims operation handled thousands of cases monthly, but the workflow depended almost entirely on adjuster experience. Decision logic was undocumented. Document formats varied widely. Volume spikes overwhelmed capacity.
The transformation followed the EIC methodology: structure the process first, then the knowledge, then introduce automation incrementally.
Every transformation starts with understanding how your specific processes work today — not a generic assessment.