Case Study: Territory Insurance Office achieves A$10M benefit and 70% increase in claims automation with Appian

Territory Insurance Office - Customer Case Study

Territory Insurance Office (TIO) is Australia’s government‑owned commercial insurer serving the Northern Territory with $1 billion in assets and a broad branch network. Facing a statutorily limited market and competition from much larger global insurers, TIO needed to improve operational efficiency, product leadership and customer intimacy under constrained economic conditions; it identified claims management as the highest‑impact area for shifting from manual, data‑heavy “claims processing” to a more client‑centric “case management” approach.

TIO selected Appian after a proof‑of‑concept to build “Pearl,” a web‑based, rules‑driven case management solution that automates claim lodgement (including OCR), registration and lifecycle management and integrates in real time with TIO’s Insure/90 backend via LANSA middleware. The rollout delivered A$10 million in benefit in 12 months, increased process automation by 70%, boosted staff productivity, converted paper cases to auditable electronic files, improved data accuracy, and is being extended from motor accident claims into workers’ compensation.

Territory Insurance Office

Michael Sheehan

Chief Information Officer