Case Study: Amica Mutual Insurance achieves higher field adjuster productivity with IBM MobileFirst for iOS Claims Adjust

Increasing field adjuster productivity with the IBM MobileFirst for iOS Claims Adjust app

Amica Mutual Insurance struggled with time-consuming manual claims-adjuster workflows that slowed customer service and forced adjusters to juggle paper files, separate devices, and delayed access to back-office information. The company worked with IBM, using IBM MobileFirst for iOS and IBM iX, to create a mobile solution that could streamline field claims work.

IBM implemented the IBM MobileFirst for iOS Claims Adjust app, integrating it with Amica’s claims and back-office systems so adjusters could access case details, capture photos and statements, and submit information from the field. The result was faster deployment, strong adoption, and an estimated 25–50% productivity gain, with about 80% of adjusters proactively using the app and improved customer service from quicker, more accurate claims handling.

Amica Mutual Insurance

Adam Kostecki

Senior Assistant Vice President