Case Study: a leading online homestay marketplace reduces claims processing time by 40% with Sutherland Global Services' AI-powered automation

Leading Online Homestay Marketplace reduces claims processing time by 40% with Sutherland Global Services

A leading online homestay marketplace faced a critical challenge in its operations due to a lack of in-house expertise for managing insurance claims at scale. Its manual and fragmented process resulted in inefficiencies and higher costs, threatening customer trust amidst rapid global expansion. To address this, the company partnered with Sutherland Global Services to transform its claims operating model with intelligent automation.

Sutherland implemented a comprehensive solution centered on a Digital Straight Through Processing (STP) platform, AI-powered data extraction, and a specialized claims advisory team. This combination of hyperautomation and human expertise streamlined workflows and enhanced decision-making. As a result, Sutherland helped the customer achieve a 40% reduction in claims processing time, a threefold return on transformation investment, and a more than 10-point improvement in Net Promoter Score (NPS).