Case Study: Universal Group achieves 45% revenue growth and doubles claims productivity with Bizagi

Universal Group transforms car claims process, doubling productivity but only hiring one additional employee and delighting customers with fast service

Universal Group, the largest insurer in the Dominican Republic, faced a fragmented vehicle-claims process built on disparate legacy systems that caused delays, poor traceability of parts and inconsistent customer service across 500 users and 23 sub‑processes. The company needed better transparency, lower operating costs and faster repairs to improve customer satisfaction and handle growing claim volumes.

By deploying Bizagi’s digital process automation to integrate CRM, ERP and workflows with a model‑based, no‑code approach, Universal gained end‑to‑end visibility for staff and customers, cut parts transit time in half and reduced parts returns by 30%. Claims throughput doubled while the team grew by only one hire, contributing to a 45% revenue increase (RD$212M → RD$322.8M) and noticeably faster delivery of repaired vehicles.

Universal Group

Jose Antonio Fuentes

Executive VP of Partners