Case Study: Queensland Government’s Nominal Defendant achieves streamlined, end-to-end claims management with Appian

How Queensland delivers the highest level of service to global customers with modern claims management

The Nominal Defendant, a statutory body within Queensland Treasury and Trade’s Insurance Commission that compensates people injured by unidentified or uninsured drivers and covers costs from insolvent insurers, faced an aging, paper-heavy Claims Management System built on Microsoft Access/SQL 2000 and supported by a retiring external vendor. The Commission needed a configurable, modern platform to eliminate paper processes, reduce vendor dependence and preserve its unique business workflows.

The Commission chose Appian’s low-code BPM platform and developed Connect (Project Link), a centralized end-to-end claims solution using Appian business rules and data management to automate workflows and provide agency-wide visibility and faster approvals. The deployment delivered immediate transparency and process automation and is expected to shorten claim lifecycles, lower claims and operating costs over time, with ongoing expansion planned.

Queensland Government