Overview
A leading insurer in Saudi Arabia undertook a strategic transformation of its motor claims processing to meet rising customer expectations, regulatory requirements, and operational scale. Operating across multiple insurance lines, the organization needed a robust business process automation (BPM) platform to modernize claims intake, verification, decisioning, and settlement, while improving turnaround time, visibility, and service quality.
Challenges Faced by the Customer
The insurer faced extended claims SLAs, disjointed communication between internal teams and external partners, and heavy reliance on manual processes. Siloed systems led to inefficient data handling, duplicate entries, document verification delays, and compliance risks. Limited process visibility and fragmented integrations made it difficult to scale operations, standardize decisions, and deliver a consistent customer experience across channels.
How Newgen Made a Difference
Newgen deployed its Intelligent Process Automation (BPM) platform to automate the end-to-end motor claims lifecycle. The solution unified claims workflows with business rules, dynamic case routing, AI-assisted decision support, and multi-channel initiation (portal, mobile, email, and third-party integrations). The platform enabled seamless collaboration with external partners, centralized document management, and real-time reporting, built on AI-first low-code architecture designed for agility and scale.
Benefits Achieved by the Customer
- Significantly reduced claims approval turnaround time
- Improved SLA adherence and operational efficiency
- Faster, more accurate decision-making with better visibility
- Enhanced collaboration with external ecosystems
- Scalable foundation for digital insurance operations
Read the complete case study to understand how the customer witnessed various business benefits, including faster payments processing, enhanced efficiency, and better visibility across processes.
