Case Study: Discovery Benefits achieves one-day claims turnaround, $3M in paper savings and scalable growth with OnBase

Process improvements with OnBase set insurer up for extraordinary growth

Discovery Benefits, a third-party benefits administrator, struggled with a slow, multi-step, paper-based claims and renewal process that required excessive handoffs, manual tracking and limited CRM reporting—leading to long turnaround times and heavy overtime costs that threatened profitable growth.

Since deploying OnBase by Hyland in 2008, Discovery automated intake, indexing and workflows, achieving one-business-day claim turnaround and offering customers online claim access. The company scaled from servicing 1.25 million to 10.5 million people, processed over 313 million documents, cut about $3M in paper costs, eliminated year-end overtime, and increased throughput to ~12,500 claims per day (about 300 claims per specialist).

Discovery Benefits

John Biwer

President