Case Study: The AA achieves production-ready claims AI and reduced manual effort with EXL

The AA cuts manual intervention by 60% with EXL

The AA, a UK-based insurance provider, faced significant challenges in managing over 100,000 annual inbound claims communications. This involved a time-consuming process of manual triage, routing, and following up on approximately 30,000 garage emails, which hindered operational efficiency. Partnering with vendor EXL, The AA sought to move beyond isolated AI experiments and build a scalable, governed solution for these high-volume tasks.

EXL implemented a governed AI activation layer that integrated directly into The AA's workflows rather than operating as a standalone tool. This solution automated the handling of complex communications, reducing the time to align emails with missing information from several days to just minutes. The partnership resulted in a 60% reduction in manual intervention and a 65% reduction in operational effort, successfully turning AI into a production-ready enterprise capability.

The AA