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Insurance verified Verified Outcome TRL 9

Claims Cycle Time Reduction

domain Client: A major European insurance group handshake Provider: Celonis schedule Deploy: Q1 2020 (Implementation)
91 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: High

Executive Summary

ANALYST: COI RESEARCH

The insurer applied process mining to its claims handling workflows to identify why certain simple claims took weeks to settle. The analysis revealed hidden rework loops (e.g., requesting the same document twice) and manual handoffs between departments. Optimizing these flows reduced settlement times and improved customer NPS.

rate_review Analyst Verdict

"Applying manufacturing discipline to services. Claims handling is an assembly line for digital paper. Process mining exposed the 'friction' in this line—waiting times, ping-ponging tickets—that traditional BI dashboards (which only show averages) missed entirely."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Customer satisfaction (NPS) in insurance is correlated to speed of settlement. The insurer faced unexplained delays in specific claim types. Managers suspected process bottlenecks but couldn't pinpoint them in the complex web of legacy claims systems.

psychology The Solution

The platform mapped the end-to-end journey of a claim file. It identified that 30% of claims entered a 'rework loop' due to incomplete initial data entry. The company implemented 'First Time Right' validation rules at the intake stage to prevent downstream delays.

settings_suggest Technical & Deployment Specs

Integrations
Guidewire / Legacy
Deployment Model
Hybrid Cloud
Data Classification
Claims / PII
Estimated TCO / ROI
Medium
POC Summary (2019-01-01 to 2019-06-01)

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Data Privacy Critical Pseudonymization of claimant IDs before mining.
Legacy Connectivity High Custom connectors for mainframes.

trending_up Impact Trajectory

Audited value realization curve

Analysis of >500,000 claims cases Verified Outcome
Primary KPIReduction in rework loops by ~20%
Audit CycleDecrease in days-to-settle

policy Compliance & Gov

  • Standards: GDPR, Solvency II
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: Claims / PII

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for A major European insurance group without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-945
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-945

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