Case Study: Baloise Group quadruples document processing automation with Netcall Liberty IDP

Baloise Quadruples STP with AI & Automation

Baloise Group is a European insurance company that was processing around 11,000 documents a day in its Belgian Operational Support team, with only about 15% automation. The manual workload created bottlenecks in document handling, which affected internal workflows and customer response times.

Baloise Group implemented Netcall’s Liberty IDP to classify inbound emails and paper mail, extract key information, and route tasks to the right departments. The result was a rise in straight-through processing from 15% to 65% by 2025, a drop in the false positive rate to 2.5%, and faster, more consistent customer service with greater team flexibility.

Baloise Group

Caroline Raes

Teamleader Operational Support Transversaal