Case Study: Large Finance and Insurance Provider achieves 75% faster claims adjudication with Lexmark

Large Finance and Insurance Provider - Customer Case Study

The Large Finance and Insurance Provider needed to speed up its paper-heavy contract and claims operations while improving customer service. Handling more than 2 million contracts and thousands of claims each year, the company worked with Lexmark and used Kofax TotalAgility along with related document and process automation tools to reduce manual effort and eliminate delays.

Lexmark implemented automated capture, document classification, extraction, and analytics across mail, fax, email, and web channels, with additional automation from Kofax Kapow to pull data from external sites and support claims adjudication. The results were strong: claim adjudication time fell by at least 75%, claims team productivity rose by about 30%, customer satisfaction improved by 15%, and document handling dropped from multiple touches to just one, cutting capture time from up to two hours a day to 10–15 minutes.