AI-assisted automation helped move a claims workflow toward greater straight-through handling while preserving review for exceptions.
InsuranceAI & automation
product contextOperating challenge → Primus delivery → Client value
01 / Business challenge
The operating context
As one of the world's largest independent providers of claims management and outsourcing solutions, the client faced challenges with the inefficiencies of manual claim processes, leading to extended cycle times and inconsistent service quality. The need for a more streamlined, data-driven approach to claim management was critical to maintaining industry leadership and meeting client demands for faster, more accurate outcomes.
02 / What Primus delivered
A solution shaped around the client’s operating need.
The Primus team collaborated closely with the client’s senior leadership to identify key pain points and areas for improvement within the claim management process. By leveraging AI, machine learning, and advanced automation techniques—the team developed a comprehensive claims orchestration engine that integrated AI-driven insights and automated workflows. The collaborative approach ensured the solution was fully aligned with the client’s strategic goals, enhancing operational efficiency and enabling faster, more accurate claims resolution.
03 / Project detail
The work, methods and business value.
The sections below preserve the substantive detail from the original Primus case study in the new presentation.
01
Business Benefits
Cost Reduction: Achieved a 30% reduction in Loss Adjustment Expenses (LAE), driving significant costs related to the claims management process.
Enhanced Capacity: Boosted field capacity by 28%, enhancing claim resolution efficiency.
Operational Savings: Generated substantial operational savings through streamlined processes and improved efficiencies.
Strengthened Industry Position: Solidified the client’s status as an industry leader through enhanced efficiency and scalability, ensuring a sustained competitive edge.
02
Technologies Used
The following tools were utilized by Primus in support of our methodology for this project.
04 / Business value
How the work improved.
01Cost Reduction: Achieved a 30% reduction in Loss Adjustment Expenses (LAE), driving significant costs related to the claims management process.
02Enhanced Capacity: Boosted field capacity by 28%, enhancing claim resolution efficiency.
03Operational Savings: Generated substantial operational savings through streamlined processes and improved efficiencies.
04Strengthened Industry Position: Solidified the client’s status as an industry leader through enhanced efficiency and scalability, ensuring a sustained competitive edge.
05 / Technology & methods
Technology and delivery methods used in the work.
AI & automation
About this caseEnterprise delivery context
The story covers the operating problem, Primus responsibility, implementation approach and resulting capability.
