Case Study: Ageas Insurance Limited achieves faster claims handling and better customer service with Lexmark

Ageas Insurance Limited - Customer Case Study

Ageas Insurance Limited, a major UK insurer serving around seven million customers, was struggling with slow, manual paper-based claims handling. Its claims teams processed more than 5,000 pieces of incoming mail a week and needed faster access to documents, but paper had to be sorted, logged, stored, and sometimes retrieved from off-site archives, causing delays for staff and policyholders. Lexmark’s Perceptive Content was selected to help integrate content management with Ageas’s existing systems.

Lexmark implemented Perceptive Content with related tools to scan, capture, index, and link documents directly to claims and policy records. The result was faster claims processing, immediate document access, reduced overtime and manual sorting, lower headcount in the post room, improved security, and more office space. The system became so important that 1,400 employees used it across several departments, and it helped Ageas improve customer service by bringing documents up on screen instantly.

Ageas Insurance Limited

Roger Walters

eBusiness Project Manager Ageas