PwC increased claims handling efficiency by 30% with Appian AI
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.
Highlights
30% efficiency increase
In claims handling
<3 months
to deploy solution
Trained claim handlers
on the solution in 8 weeks
PwC UK increased claims handling efficiency by 30%, resulting in faster claim resolution
Customer Story
PwC UK increased claims handling efficiency by 30%, resulting in faster claim resolution
Challenge
Overcoming inefficient systems in complex employer liability claims
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.
Solution
Streamlining claims with process automation and AI
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.
“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.”
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