Case Study: a FTSE 100 global insurance company cuts FNOL processing time with Xebia's Appian automation platform

FTSE 100 Global Insurance Company cuts FNOL processing time by 24% with Xebia

Xebia helped a FTSE 100 global insurance company address its challenge of fragmented claims systems, which were slowing down the First Notification of Loss (FNOL) process and limiting performance visibility. The insurer's goal was to achieve a modest 3% improvement in handling efficiency for this critical initial step in the claims lifecycle.

The solution was a unified FNOL platform built on the Appian low-code automation platform. Implemented by Xebia, this new system simplified workflows, automated tasks, and provided real-time performance dashboards. The results were significant, achieving a 24% reduction in FNOL processing time and maintaining service-level adherence between 95% and 99%, far exceeding the original target.