Dutch Insurance Provider: Automating Claims Processing

Key outcomes

• 91% automation of eligible low-complexity motor claims end-to-end.
• 46% reduction in average processing time per claim — from days to minutes.
• 9% increase in Net Promoter Score driven by instant resolutions.
• Over €2.4M in projected annual operational savings.

The challenge

An influx of thousands of motor claims monthly was overwhelming manual assessment teams. Despite hiring more adjusters, processing times were slipping and customer dissatisfaction was rising due to unpredictable wait times.

Automated workflow

1. 01
   Intake & categorisationThe AI agent ingests unstructured claim data instantly and assesses automation eligibility.
2. 02
   Policy cross-referencingSecure API calls fetch the customer's active policy and match incident details to coverage clauses.
3. 03
   Liability & damage evaluationLLM reasoning evaluates liability and cross-checks repair estimates against regional pricing databases.
4. 04
   Decision & handoffHigh-confidence claims are approved and paid automatically. Edge cases route immediately to a human specialist.

“Deploying this AI agent fundamentally reorganised how our entire claims department operates. We are no longer just processing claims — we are actively managing risk.”