Case Study: Aviva achieves automated capture and processing of 5.1M+ customer documents annually with Tungsten Automation

Kofax Provides World’s 5th Largest Insurance Group with Solution to Automate Capture of Customer Account Documents

Aviva Ltd., part of the world’s fifth-largest insurance group and a leading Singapore insurer, was handling millions of customer account documents across Asia as its business and product portfolio grew. Reliant on a slow, policy-based filing system, staff spent excessive time searching un-categorized scanned files, and the company needed to meet stricter regulatory and customer service requirements while reducing costs and turnaround times.

Aviva implemented Kofax Capture with integration to IBM Content Manager to automate scanning, classify both structured and unstructured documents, validate data and route records to work queues or archival storage. The solution now processes more than 5.1 million pages annually, improving retrieval speed, data accuracy and audit compliance (including certification under Singapore’s Evidence Act), while lowering operational costs and boosting customer service.

Aviva

Hema Jayaseelan

Document Management Manager, Customer Services – Operations Support