THE ASK

How can AI automate and accelerate my insurance company’s claims review process?

Credit guarantee insurance protects lenders—typically banks—when borrowers default on loans. When a default occurs, the insurer must verify the claim, review supporting documents, and issue payment within strict contractual deadlines. With this insurer, that process was almost entirely manual: For each file, claims managers spent significant time flipping through thick paper files to find the information they needed. With claims volumes growing but deadlines unchanged, the team needed a more efficient workflow.

THE SOLUTION

Milliman developed a suite of AI tools to automate document review and speed insurance indemnification

Milliman designed and deployed a set of generative AI components—software tools that can read, interpret, and act on unstructured information such as scanned documents and handwritten forms. The solution included specialized models trained specifically to recognize signatures and verify IDs, along with extraction tools that can find and pull key data from hard copies. To ensure safety and accuracy, Milliman also conducted a rigorous cost, efficiency, and scalability analysis across multiple AI platforms before finalizing the architecture.

THE OUTCOME

70% productivity gains, faster insurance claims payments, and more time for high-value work

Milliman’s generative AI tools transformed how the insurer’s claims team operated. Processing time dropped by five to six minutes per document, which added up to a 70% productivity improvement across the indemnification chain. The new workflow also reduced the number of low-value, repetitive tasks that had consumed claims managers’ time, freeing them to focus on more complex cases. And with faster processing, the insurer could respond to banking partners more quickly, strengthening those relationships and meeting contractual deadlines with greater consistency.