Case Study: Leading Property and Casualty Insurance Company achieves 20% shorter calls and ~22% lower call costs with Cognizant AI-powered claims automation

AI and Automation Improve Insurance Claims Process

Cognizant worked with a leading property-and-casualty insurer to improve its first notice of loss process, which needed to balance strict business protocols with empathy for often-stressed customers. The insurer also had to reduce litigation risk, detect fraud and control costs while ensuring claims were resolved satisfactorily.

Cognizant transcribed 25,000 saved calls and used AI to identify common activities, build a chatbot-driven capture flow mapped to 80 data fields, and provide recommended rep dialogue. Real-time transcription accuracy rose to 92% (from 67%), average call length fell about 20%, and call costs dropped ~22% thanks to streamlined post-call approval; the pilot is moving to full deployment with further enhancements planned.