Case Study: NORCAL Group achieves streamlined, AI-driven end-to-end claims management with ServiceNow

NORCAL reimagines claims management, creating competitive advantage

NORCAL Group, a leading U.S. medical professional liability insurer protecting more than 32,000 insureds and holding a long-standing A.M. Best “A” rating, identified claims management as a strategic differentiator but was constrained by an aging system and manual processes that reduced visibility, increased cost and errors, and undermined a customer-centric policyholder experience.

Working with BuildOnMe and ServiceNow, NORCAL reimagined claims end-to-end with its Claims Information Assistant (CIA), centralizing policy and claim data, automating intake and workflows, and providing dashboards and a secure portal for collaboration. The transformation eliminated manual data entry, created a single source of truth for incidents, improved workload balance and response times, boosted employee and customer satisfaction, and launched AI-enabled analytics to further reduce risk and cost.

NORCAL Group

Mike Perkins

Vice President of IT