Case Study: Fortune 500 Life Insurance Company achieves automated complaints handling and digitized field inspections with Newgen Software

Fortune 500 Insurer Automates Complaints Management and Field Inspection Processes

A Fortune 500 life insurer that pays more than $6 billion in benefits faced slow, error-prone operations driven by manual email handling, Excel-based consolidation of audit findings, an inflexible legacy IT stack, inefficient complaint sorting, and a lack of real-time reporting and visibility.

Partnering with Newgen, the insurer deployed the NewgenONE low-code platform to automate field inspections and complaint handling with FINRA-compliant reporting, template-based email extraction and generation, rule-based field parameters, and Kanban-style case assignment. The solution delivered end-to-end digitization—seamless media handling, 360-degree visibility and auditing, role-based access control, dashboards, alerts, and real-time reports—improving productivity, compliance, and customer experience.