Case Study
How a Top 25 US Insurer Reduced Inefficiencies in Its P&C Claim Process
Discover how Cognitio Analytics helped one of the leading US Property & Casualty insurers uncover inefficiencies, balance workloads, and enhance customer satisfaction through intelligent claim routing.
In the fast-paced world of property and casualty insurance, every claim tells a story — not just of loss and recovery, but of how effectively an insurer responds when it matters most.
For one of the Top 25 US P&C multiline insurers, that story was becoming increasingly difficult to manage. Claims took too long to close, workloads were uneven, and customer satisfaction was slipping. Despite having a robust claims system in place, the process lacked transparency. Without visibility into where things were breaking down, improvements were almost impossible to target.
That’s when the insurer partnered with Cognitio Analytics to gain the clarity they needed.
The Challenge
The insurer needed to uncover the root causes behind:
- Lengthy claim closure times
- Imbalanced workloads across adjusters
- Declining customer satisfaction scores
- Limited visibility into claim-handling inefficiencies
Their goal was clear: understand the hidden dynamics of the claims process and transform it into an efficient, data-driven operation.
The Discovery
Cognitio Analytics applied process mining techniques to analyze five transactional data tables from the insurer’s claims operations. The findings revealed a critical source of inefficiency — claim reassignments.
Claims that were reassigned — even once — were:
- More expensive to process
- Slower to close
- More resource-intensive
- Linked to lower customer satisfaction
While some reassignments were necessary, many were avoidable. The root causes often lay in mismatches between claim complexity, handler skill sets, and initial routing decisions.
The Solution: INTROE™
To address this challenge, Cognitio deployed its proprietary solution, INTROE™ (Intelligent Routing Engine) — a machine learning–driven platform designed specifically for P&C claims optimization.
INTROE™ analyzes historical claims data, handler performance, claim complexity, and other contextual variables to assign the right handler to each claim from the start.
This intelligent routing minimizes reassignments, reduces delays, and improves the overall efficiency of the claims process
The Impact
- +6 points in Net Promoter Score (NPS) — a strong indicator of higher customer satisfaction
- 5 days faster average claim closure time
- $700 reduction in claim severity per claim
- 4 fewer manual steps per claim, improving efficiency and freeing up resources
Get the Full Case Study
Learn how Cognitio Analytics and INTROE™ helped a leading insurer transform its claims process and deliver measurable business impact. Download the complete case study today.