Case Study: Nominal Defendant (Queensland Treasury and Trade — Insurance Commission) achieves streamlined, end-to-end claims management and faster, lower-cost claims processing with Appian

Nominal Defendant - Customer Case Study

The Nominal Defendant is a statutory body within Queensland Treasury and Trade’s Insurance Commission that compensates people injured by unidentified or uninsured drivers and meets claims when licensed insurers become insolvent. It relied on a legacy Claims Management System built on Microsoft Access/SQL 2000, supported by a retiring vendor and heavy paper processes, and needed a modern, flexible, paper‑light solution that could be rapidly configured and adapted over time.

The Commission selected Appian’s BPM platform from 17 vendors and built Connect (Project Link), a centralized, end‑to‑end claims management application that automates workflows, applies business rules, and manages high volumes of claims data while giving managers and finance staff instant visibility and approval capability. The deployment delivered agency‑wide transparency, faster claim handling and is targeting reduced claim lifecycles, lower claims costs and reduced operating costs, with ongoing rollout and savings tracked over time.

Nominal Defendant