Case Study: Leading Global Insuring Company achieves 50% faster claims processing with Tungsten Automation

Global Insurer Drives Convenient, Compliant Claims Processing with Ground-Breaking Mobile App

This leading global insurer, which provides life, general and health coverage to millions worldwide, faced rising customer expectations for faster, more convenient service. Its claims process was paper-driven and fragmented—members paid up front, submitted paper forms through HR and brokers, and insurers manually processed files—resulting in poor visibility and long turnaround times (about 30 days for in‑patient and 10–15 days for outpatient claims) that threatened customer and broker satisfaction.

The company implemented Kofax solutions to digitize documents, automate workflows and launch a mobile app that lets members submit claims with a photo of invoices, locate covered clinics, view e‑cards and estimate treatment costs; OCR and automated assignment push validated data into back-end systems and notify members of decisions. Within three months more than 4,000 members registered, claims processing time fell by 50% (now ~15 days for in‑patient and 5–7 days for outpatient), productivity and broker/employee satisfaction improved, and analytics are driving better network and cost management with targets to increase mobile submissions and move toward same‑day processing.