The Motor Accident Insurance Commission (MAIC), Nominal Defendant and the National Injury Insurance Agency, Queensland (NIISQ Agency) are the key agencies responsible for managing the Compulsory Third Party (CTP) scheme and the National Injury Insurance Scheme, Queensland (NIISQ) in Queensland, Australia. Together, these motor accident injury schemes provide an important safety net for people injured in motor vehicle accidents on Queensland roads.
Challenge
The NIISQ Agency’s operations involve complex case management, significant data handling, and the coordination of various stakeholders, including medical providers, legal teams, and scheme participants.
Their primary goal was to enhance participant outcomes by ensuring that care and medical providers receive prompt payment.
By streamlining payments, providers are able to maintain consistent, high-quality service and deliver a positive experience for those they support.
However, in the past, payment delays were common due to manual invoice processing—a labour-intensive and potentially error-prone activity that required the Accounts Payable (AP) team to dedicate over a week each month to managing invoices.
This hindered efficiency and impacted both providers and participants, highlighting the need for a more effective payment solution.
Appian solution
Using Appian’s gen AI capabilities to extract and identify fields for invoice processing, the solution built on Appian shortened invoice processing from five days to less than a day. This has enabled several members of the AP team to pivot from data entry to greater value-add roles.
The Appian application also streamlines workflows and improves collaboration among stakeholders, enabling them to eliminate a cumbersome 20-page document that used to require input from multiple departments.
The success of this AI use case eased employees’ concerns about new technologies and set the stage for future innovation across their services.
Benefits achieved:
- 80%+ faster invoice processing
- 12x ROI on invoice processing
- 80%+ data extraction accuracy
- 50% reduction in manual effort
"This transformation has fundamentally altered our way of working, to the point where it is hard to recall how we operated without it before.”
Robbie Mclean,
General Manager, Business and Advisory Services, NIISQ
Learn more
NIISQ Transforms Injury Claims Journey with Appian AI
Delivering Continuous Improvement with a Sophisticated Case Management System
Customer Showcase: Motor Accident Insurance Schemes Queensland
Queensland Treasury and Trade – Nominal Defendant, Insurance Commission.
