Case Study: F300 Benefits Provider boosts claims productivity with Skan.ai

F300 Benefits Provider Raises Claims Productivity 31% with Skan

F300 Benefits Provider, a Fortune 250 U.S. insurance company, wanted to respond to rising remote-work pressures by delivering best-in-class digital customer service at an optimized cost. To improve claims operations, the company turned to Skan.ai and its process intelligence capabilities to better understand workforce utilization, productivity, and customer-service quality.

Skan.ai delivered detailed claims operations insights within two weeks, including time spent on processing versus non-process work, decisions and actions per FTE, staffing needs by case type, and system utilization patterns. These insights helped F300 Benefits Provider achieve $15M in OPEX savings 5 months ahead of target, improve processing utilization by 41%, reduce average case-close time by 16%, and boost overall productivity by 31%, while also increasing accuracy by 28% and lifting NPS from 3.5 to 3.9.