Case Study: Hiscox achieves faster, automated communications handling with UiPath Communications Mining

Global insurance leader Hiscox achieves sustainable growth with communications automation

Hiscox, a global specialist insurance provider, needed a better way to handle growing volumes of customer communications without increasing operating costs. Manual email triage was time-consuming, error-prone, and slowed response times, so the company turned to UiPath and its Communications Mining product to improve service efficiency and support sustainable growth.

UiPath implemented Communications Mining to automatically extract meaning from incoming emails and route them to the right team, first in claims and then across other service areas. The results were strong: Hiscox achieved a 28% automation rate in claims triage within 3–4 months, reduced process lead time for UK broker services by 300%, and saved nearly 480 working hours in two months, while enabling faster responses and freeing agents to focus on higher-value work.

Hiscox

Guilherme Batista

Process and Operations Manager