Scaling Claims With Intelligent Automation

Intro

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Claims are the “moment of truth” in insurance. Slow processing and poor communication can quickly destroy customer trust — and overload operations.

This case shows how a regional insurer modernized its claims function with CLP Hub, automating the end-to-end workflow and cutting average processing time by 60%.

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Client and Context

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Client: Regional non-life insurer
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Lines of business: Motor and property
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Initial state:
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1. Manual FNOL intake (phone calls, emails)
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2. Paper-heavy documentation
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3. Limited tracking of claim status for both staff and policyholders

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The company wanted to improve customer experience and operational efficiency without replacing its entire IT landscape at once.

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Challenges

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The main pain points were:
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Long claim handling times and inconsistent SLAs
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Frequent bottlenecks due to manual triage and routing
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Limited visibility into where claims “stuck” in the process
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No standardized rules for fraud checks and escalation

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Agents had to constantly update customers manually, which consumed time and created frustration on both sides.

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Solution: Modern Claims on CLP Hub

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The insurer implemented CLP Hub’s Claims module as the backbone of its new claims operation.

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Process redesign included:
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Digital FNOL: structured intake of claims, including photos and documents
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Automated routing: rules-based assignment by product, region, or severity
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Configurable workflows: different paths for simple vs complex claims
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Status tracking: real-time view for adjusters and managers
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Integrated payouts: connection to payment systems for fast settlement

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CLP Hub became the single platform where claims were registered, processed, monitored and reported.

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Results

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Operational impact
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1. 60% reduction in average claims processing time for standard cases
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2. Fewer errors and re-work due to clear workflows and documentation templates
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3. Better workload distribution between adjusters and back-office staff

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Customer experience
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1. More transparent communication on claim status
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2. Faster payouts for straightforward cases
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3. Improved satisfaction and loyalty metrics (NPS / CSAT)
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“Once we moved our claims into CLP Hub, we could finally see the whole process end-to-end

— and fix bottlenecks instead of just firefighting.”

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What’s Next

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The insurer is now:
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1. Adding more automation (fraud flags, rule-based approvals)
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2. Expanding digital FNOL across additional distribution partners
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3. Using claims data from CLP Hub to refine underwriting and pricing