Customer Details

Customer
Top 3 General Insurance Provider
Country
India
Industry
Insurance

Implementation Partner

Partner
Eleviant Technologies
A Leading Insurance Provider Reduced Duplicate Workflows by 75% by Digitising Claims Investigation

One of India’s top three general insurance companies with over 50,000 intermediaries was managing claims investigation through paper forms, manual PDF consolidation, and a process that relied heavily on third-party agencies with limited oversight. Data collection delays were increasing turnaround times, and there was no way to track cases efficiently across 152 branches.

Joget’s partner, Eleviant Technologies built an Investigation Portal on Joget in three months, serving 500+ active users and managing 2,000+ simultaneous cases. A companion mobile app lets field investigators capture location-tagged evidence in real time, while the portal handles multi-level approvals and a full suite of MIS dashboards.

Challenges CHALLENGES

Paper Forms, Delayed Investigations

  • Needed to engage external parties to investigate and collect claims details.

  • Paper forms were used to capture investigation data and manually consolidated into a PDF report before sharing it with claims processing team.

  • Needed to outsource claim investigation data to third-party agencies with limited control over data collected by investigators.

  • Manual data collection and consolidation caused frequent delays, leading to high claim turnaround times.

"The solution handled over 2,000 active cases at any given time, while eliminating duplicated workflows by over 75% through an automated multi-level data review and approval process."

Solutions SOLUTIONS

Digital Portal and Mobile App

An Investigation Portal Management System was built on the Joget platform within 3 months to replace the manual paper-based claims investigation process.

The system was integrated with the legacy enterprise resource planning (ERP) and business process management (BPM) system to pull claim and case details and post investigation data for further processing. The new system provides a centralized and automated solution for managing third-party agencies, employees, and investigation data.

It enables the operations team to easily assign cases, review investigation reports, request corrections, and process data through a multi-level approval process based on various criteria.

A companion portal was also built for investigation agency heads to manage their team, assign field investigation tasks, review investigation data, and submit final reports.

Results RESULTS

75% Fewer Duplicate Workflows

500+

Active users

2000+

Active claims handling

75%

Improvement in efficiency

Both portals supported multi-sectional forms capturing over 300 data attributes, including media assets such as images and audio/video files.

A field investigator mobile app with dynamic form rendering support was built to capture investigation data in real-time with location (latitude and longitude) and timestamp data for each captured image.

An exclusive module was added to manage investigation-related expense claim submissions and approvals.

Various reports and dashboards were built for different stakeholders, enabling easy access to management information system (MIS) data.

The solution catered to more than 500 active users and handled over 2,000 active cases/claims at any given time, while eliminating duplicated workflows by over 75% with the automated multi-level data review and approval process.

Significant improvement in turnaround time for claim investigation data collection and submission.

The success of the solution resulted in the development of two additional workflow applications/portals with the Joget platform.

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