Case Study: Large Insurance Company achieves 30% cost savings and 99.5% claims accuracy with Hexaware

Large Insurance Company - Customer Case Study

Large Insurance Company, a US-based insurer with roughly $2B in assets, 4,100 employees across 25+ locations and millions of customers, faced a legacy, manual claims-processing environment that was inflexible, costly and error-prone. The insurer needed to streamline end-to-end claims workflows (mailroom/data capture, pre-adjudication and adjudication), manage variable volumes (about 2.5M claims/year), improve documentation and reporting, prevent fraud, and reduce costs without disrupting service — and engaged Hexaware to modernize the operation.

Hexaware delivered a people–process–technology solution—migrating processes with no business impact and deploying its hNext workflow engine with OCR, PCAT reporting, digital imaging, Six Sigma operational controls and creative training/offshore shadow teams. The engagement produced measurable results: 30% savings in total cost of operations, accuracy improved to 99.5% (vs 95% target), 20–25% productivity gains passed to the client, reduced transition timelines by 2–4 weeks, and improved TAT and reporting across 7.5M annual transactions and $5B in payouts.