Case Study: Global Insurer cuts FNOL handling time in half with Genpact RPA

For processing FNOLs, one firm learned why bots are better

Global Insurer, a global property and casualty insurer serving industries such as construction, energy, finance, healthcare, and real estate, needed to modernize a highly manual first notice of loss (FNOL) process. The company was handling about 37,500 FNOL reports a year with offshore teams using multiple systems and document formats, creating a slow, labor-intensive workflow. Genpact identified FNOL as a strong candidate for robotic process automation (RPA), working with Automation Anywhere to streamline the process.

Genpact deployed four RPA bots to automate more than 90% of FNOL handling, including data entry, acknowledgement letters, and archiving, while staff focused on judgment-based tasks. The result was up to 98% processing accuracy, FNOL handling time cut in half, and productivity achieved with 40% fewer resources. Global Insurer also expects nearly $2 million in savings over five years, with Genpact helping drive a projected 250% ROI in the first year.