Case Study: Funeral Directors Life Insurance Company achieves automated, faster claims and new-business processing with Hyland OnBase and Hyland RPA

Insurer embraces intelligent automation and realizes an 88% return on its Hyland bot investment

Funeral Directors Life Insurance Company (FDLIC), a preneed and at‑need insurer serving funeral homes, faced growing pains after rapid expansion: disconnected workflows and end‑of‑day “settling” bottlenecks left eight staff members processing more than 2,000 contracts weekly, causing lag in line‑of‑business systems and requiring employees to work late—undermining service and customer engagement.

During its annual “Hack Week” FDLIC integrated Hyland RPA with its existing OnBase platform, deploying five bots to automate new‑business intake and claims. Within a month the bots delivered an 88% ROI, eliminated end‑of‑day lag (settling ran throughout the day), and handled 95% of incoming contracts in the first three months. Claims automation saved about seven minutes and $4.36 per claim on ~27,000 claims/year, contributed to a $15M+ increase in claims volume, and saved roughly 20,000 manual hours over two years—freeing staff to focus on exceptions and higher‑value customer service.

Funeral Directors Life Insurance Company

Kyle Swearingen

Vice President of Development