Established claim platforms and intake sources remained authoritative and connected to the new platform.
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Case study / Enterprise delivery
Digital Desk: intelligent claims orchestration
Primus built a multi-year Azure platform that connects claims systems and service providers, applies proprietary triage and orchestrates the work around each claim.Claim systems + Program rules + Provider signals→Digital Desk→Right handling channel + One coordinated workflow
01 / Operating situation
An insurance-claims organization coordinating upstream claim systems with a diverse network of downstream service providers.
Claims of different complexity needed a more consistent path to the right handling channel. Adjusters selected services manually, re-entered information across systems and coordinated multiple providers across separate views, using scarce field capacity for work that could follow a more appropriate path.
Incoming information is validated, normalized and enriched once at the platform edge.
Sources, providers and workflows were added incrementally over time.
The platform evolved through regular releases across product, engineering, integration, DevOps, QA, security and support.
02 / Design decisions
The architecture followed the operating problem.
Primus designed Digital Desk as an integration, decisioning and orchestration layer alongside the existing claims estate. Incoming claims are validated and normalized once; configurable triage selects the channel, service and provider; workflow state coordinates downstream work; and judgment-intensive exceptions return to the appropriate person.
- 01
Build around the existing estate
Place the platform alongside current systems to preserve client investment and reduce transformation risk.
- 02
Normalize once at the edge
Translate upstream claim formats into one internal representation before decisioning and orchestration.
- 03
Add decisioning to transport
Use claim characteristics and program rules to select the channel, service and partner—and identify what requires a person.
- 04
Prefer configuration over code
Represent routing, service selection and program behavior as managed configuration so the platform can serve different programs.
- 05
Keep a human in the loop
Automate routine administration while surfacing judgment-intensive exceptions to the appropriate role.
03 / What Primus built
Connect every system once, then coordinate the claim through one operating layer.
Upstream systems and provider services connect to a single platform that owns normalization, triage, workflow state and operational visibility.
- 01
Ingest
Receive claim and assignment signals from established upstream platforms.
→ - 02
Normalize
Validate and enrich each payload into a consistent internal claim representation.
→ - 03
Decide
Apply proprietary triage and program rules to select the handling channel, service and partner.
→ - 04
Orchestrate
Manage long-running state, provider assignments, status changes and asynchronous events.
→ - 05
Resolve
Route exceptions and judgment-intensive work to the right person in a unified workspace.
→ - 06
Observe
Use platform telemetry and workflow visibility to operate and extend the service safely.
Technology & methodsMicrosoft AzureAzure Kubernetes ServiceContainerized microservicesAngularAzure SQLAzure Service BusAzure Key VaultApplication Gateway and WAFApplication Insights
04 / Business results
What changed in the work.
The results below describe the operating value supported by the case materials and the delivery design.
Increase in field capacity
More field expertise became available for claims that truly required it.
Figure identified in the supplied case study as published by the client.Reduction in loss-adjustment expense
More appropriate channel selection reduced dependence on traditional field handling.
Figure identified in the supplied case study as published by the client.Claim resolution
Connected decisioning and provider orchestration reduced avoidable administrative delay.
Workflow visibility
Teams gained a more coherent view of claim progress and downstream service status.
05 / What travels
The domain is specific. The engineering lessons are reusable.
The platform earns its place between systems
Its value comes from consistent normalization, decisioning and orchestration across the systems on either side.
Business rules need an operating home
Configurable routing lets programs evolve through managed changes in the shared platform.
Enterprise workflows are long-running
State, asynchronous events, provider exceptions, security and observability matter as much as the initial API connection.
The claims vocabulary is specific, but the engineering lesson travels: connect the estate once, make the decision process clear and keep people responsible for important choices.
Case-study takeaway
About this caseEnterprise delivery engagement
This case explains the operating problem, the important design decisions and the resulting business value.
Insurance