Case Study: Hinduja Global Solutions achieves 99.97% quality improvement and 90%+ reduction in manual effort with Automation Anywhere

“Insuring” back-office Automation Success for a U.S. Health Insurance Company

Hinduja Global Solutions (HGS), a subsidiary of the Hinduja Group, partnered with a large U.S. health insurer facing highly manual, error-prone back-office operations—member enrollments that took about 15 minutes each with the majority of errors arising from data entry, tedious commercial-claims testing (about 5 minutes per claim), and health-product builds that could take up to 22 hours. HGS needed a scalable automation approach to improve quality, speed and cost-efficiency across these critical processes.

HGS established a Center of Excellence and ran a successful proof-of-concept with Automation Anywhere, then deployed bots to convert XML enrollments to electronic applications, automate claims testing (screen capture and test execution), and execute a three-phase product-build workflow. The automation delivered dramatic results: quality reached 99.97%, manual effort for claims testing fell by over 90%, average handling time dropped by 30–40% across processes, productivity improved ~30%, and cost savings exceeded 35–40%.

Hinduja Global Solutions