The Challenge
What Profit Was Facing
The Profit insurance app was processing claims and policy updates through a combination of email triage, spreadsheet tracking, and phone follow-ups. Customers were waiting 5–7 days for straightforward decisions that should have taken hours. Staff were spending 60% of their time on process administration — chasing approvals, updating records, sending status emails — rather than on client service.
The Solution
What We Built
We built an end-to-end claims processing pipeline: incoming claims triggered automatic data extraction and initial risk scoring; straightforward claims were processed and communicated to the customer with no human intervention; complex cases were routed to the appropriate specialist with pre-populated context and clear recommended actions. Real-time SLA dashboards made it impossible for a claim to fall through the cracks.
Results