Case Study: Laya Healthcare achieves 99% faster delivery of critical customer documentation and 70% faster claims processing with SS&C Blue Prism

Laya Healthcare Delivers Critical Customer Documentation 99% Faster

Laya Healthcare, Ireland’s second-largest insurer with more than 600,000 members, faced a heavy volume of claims (30,000–40,000) and slow, manual processes for compiling multi-year member documentation that could take up to a week. To improve service speed and free employees for higher-value work, Laya partnered with SS&C Blue Prism and deployed an SS&C Blue Prism digital workforce.

SS&C Blue Prism’s digital workers now handle simpler claims and automatically generate documentation by monitoring request files; claim processing time fell from 6½ minutes to 2 minutes (70% faster), members receive critical documentation in minutes (99% faster response), and the automation returned 24,280 hours to the business — allowing staff to focus on complex claims and direct member support.

Laya Healthcare

Eoin McAndrew

RPA Lead