Insurance Solution Firm Improves Auto Physical Damage Claims with Skan

  • IndustryInsurance
  • Company Size 1000+
  • Revenue $500M+
  • Location United States

Our Client

The client is a leading provider of property and casualty insurance, renowned for its strong customer service and innovative risk management solutions. Founded in 1912, they partner with independent agents to offer tailored insurance products. The company leverages advanced technology and data analytics to enhance underwriting, risk assessment, and claims management, ensuring efficient and effective service. With a focus on safety and loss prevention, they provide comprehensive risk management services to help businesses implement effective safety measures.  



The client wanted to address significant challenges faced in processing a high volume and backlog of claims, which resulted in substantial delays. The absence of a clear baseline for subprocesses and end-to-end cycle times compounded the issue, making it difficult to verify operator handle times for specific activities. Furthermore, a considerable amount of time was being spent on manual and repetitive tasks.  

The objectives were therefore to thoroughly assess workforce utilization and productivity, determine opportunities for improvements within the subprocesses, and identify potential areas for automation. By achieving these objectives, the client aimed to streamline their claims processing, reduce delays, and enhance overall operational efficiency.

Process Improvement
estimated annual savings with process improvement.
Standardization & Automation
potential annual savings with application usage standardization and automation.


To address the challenges faced, Skan provided insights focused on optimizing workforce utilization, enhancing process consistency, and identifying automation opportunities. Through Workforce Intelligence, Skan highlighted significant variability in the team's utilization rates and provided recommendations for improving work allocation. By ensuring a more balanced distribution of tasks, the client enhanced overall productivity and reduce bottlenecks caused by uneven workloads. 
Skan also identified and prioritized activities with significant potential for automation. By automating these repetitive and time-consuming tasks, the client could streamline their processes and reduce manual effort, allowing employees to focus on more complex, strategic activities. Additionally, Skan recommended standardizing the inconsistent use of applications and setting up a knowledge repository. This repository serves as a central source of information, reducing the team’s reliance on senior staff for constant guidance and improving overall efficiency and knowledge sharing across the organization.  

Lastly, Skan observed high variability in case processing times and provided recommendations to enhance the team’s capability to handle all types of cases. By implementing a well-structured training plan, the client could ensure that all team members were equipped with the necessary skills and knowledge to manage various case types effectively. This approach not only reduced processing time variability but also improved the quality and consistency of claims handling, ultimately leading to faster resolution times and higher customer satisfaction.



The implementation of Skan's recommendations resulted in significant improvements. Firstly, the adoption of an Intelligent Document Processing (IDP) system enabled efficient document reading and analysis, leading to a 1-day improvement in turnaround time (TAT) for claims processing. By automating the tedious task of document review, they expedited the processing of claims, enhancing overall efficiency and customer satisfaction.  

Additionally, the implementation of a well-structured training plan allowed the team to enhance their ability to handle various case types effectively.  

Furthermore, opportunities to automate highly repetitive tasks allowed the client to free up resources for more strategic activities.  

Overall, the insights demonstrated a significant potential for enhancement in operational efficiency, speed, and accuracy within claims processing department, aligning with the initial objectives and contributing to improved customer experiences.

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