Case Study: Unum achieves 50–80% process automation and dramatically faster transactions with Pegasystems

Unum automates processes to improve customer experience and employee engagement

Unum, a 33‑year leader in group and disability insurance serving millions in the U.S., faced slow, manual workflows and aging legacy systems that were hurting customer service and employee productivity. The insurer aimed to reduce manual steps, eliminate error-prone review tasks, and speed transaction times to meet evolving customer expectations.

By deploying Pega Robotic Process Automation across roughly 60 legacy systems, Unum introduced unmanned bots that automated 50–80% of steps in many customer journeys and removed manual review steps. The result: transaction times fell from days to hours (and minutes to seconds), full‑time staff were freed from rote tasks, resources were reallocated, and risk and compliance burdens were significantly reduced.

Unum

Andy Shope

Director of Operations