Case Study: Southwest Airlines achieves paperless, automated claims processing and handles 25% more claims with Riskonnect

Southwest Airlines - Customer Case Study

Southwest Airlines faced an inefficient, paper-based claims process built on an in-house legacy system that couldn’t scale. Supervisors completed paper incident forms that risk staff hand-keyed into the system, creating data entry errors, misplaced files, and siloed business units across Fleet Management, Legal, Safety, Workers’ Comp and others. To modernize intake and unify operations, Southwest engaged Riskonnect to replace the legacy system.

Riskonnect delivered a configurable risk management work platform and an online incident intake portal (embedded in Southwest’s website) with mobile RMIS, automated workflows, field validations, audit trails and automated notifications. The solution eliminated paper processes, improved data accuracy and collaboration across units, and enabled extensive reporting and contract/claim linking. As a measurable impact, Riskonnect helped Southwest Airlines absorb a 25% increase in claim volume after an acquisition without adding staff, while improving visibility for renewals and audits.

Southwest Airlines

Chris Thorn

Senior Manager, Payments and Risk