Case Study: a large European insurance company reduces motor vehicle claims SLA violations with Apromore

European Insurance Company is Saving EUR 15 Million Every Year Using Process Mining Insights

Apromore worked with a large European insurance company that handles more than 15 million customers and billions in motor vehicle damage premiums. Despite a new claims management system, many motor vehicle claims were still taking longer than the 30-day SLA, and the insurer needed a clearer view of its complex claims process to improve speed, transparency, and service quality.

Using Apromore’s process mining platform, the insurer analyzed 75,000 claims to uncover more than 1,800 process variants, compare performance across offices, and identify bottlenecks such as delayed claim opening and inefficient surveyor handling. Based on these insights, the company digitized opening channels, adjusted incentives, and improved operating rules, reducing 30-day SLA violations by 25% and internal policy violations by 37%, while generating about EUR 15 million in annual savings.