PwC: Leading global professional services firm committed to delivering quality in assurance, advisory, and tax services

PwC is a network of firms in 152 countries with over 327,000 people committed to delivering quality in assurance, advisory, and tax services. It is the second-largest professional services network in the world and is considered one of the Big Four accounting firms.

PwC UK is an Appian Alliance partner and implementer. PwC uses the Appian Platform and the Appian Connected Claims solution to power its claims management services, with outsourced claims handling arrangements across several lines of business.

PwC increased claims handling efficiency by 30% with Appian

Challenge

One of PwC UK’s insurance clients handled complex employer liability claims where claimants suffer from long-term, work-related illnesses. Claim handlers struggled with non-integrated systems and inefficient processes, such as manually entering paper-based records. This resulted in low employee morale, costly errors, poor customer service, and a delay in providing claimants the compensation they desperately needed.

The insurer recognised that these process issues were rendering it incapable of running its business effectively and asked PwC to take over the day-to-day claims handling operation.

Appian Solution

PwC worked with Appian to develop the right solution for the client to streamline and automate the claims handling process and its workflows.

Working together, PwC and Appian increased the speed of claims handling for complex employer liability claims with process automation, enabling workers with work-related illnesses to get the care they need in a timely manner.

Alongside PwC we are currently exploring Appian generative AI for further optimization of the claims handling process. As an Appian Alliance Partner, PwC is in a unique position in its ability to help influence the product roadmap to bring important capabilities to its customers.

With Appian Connected Claims, PwC and Appian were able to:

Deploy the solution in less than three months
Increase claims handling efficiency by 30%, resulting in faster claim resolution for claimants and their families
Train claim handlers on the Appian solution in just eight weeks
Improve employee and customer satisfaction

"I have never been involved in an implementation that was up and running that fast. I think [the claims handlers] felt they almost went from the Dark Ages to the modern ages."