AI-assisted claims processing for an Australian insurer

Document intelligence and agent-assisted triage inside the existing claims workflow — faster decisions with every step traceable for audit.

Agentic AIDocument IntelligenceAzure

62%Faster claims cycle

8 minAverage document triage

100%Decisions with an audit trail

The Challenge

Claims handlers re-keyed the same details from PDFs, emails and scanned forms into the core system, and complex claims queued for days before anyone senior saw them. Compliance required every decision to be traceable, which kept automation off the table for years.

Manual re-keying from documents into core systems

Complex claims queued behind routine ones

No automation path that satisfied auditability

The Solution

We deployed document intelligence over the claims intake and an agent that triages, extracts and routes each claim inside the existing workflow — with handlers approving every decision and a full trail behind each one.

Document intelligence across PDF, email and scanned intake

Agent triage routing complex claims to senior handlers first

Human approval on every decision, logged end to end

THE IMPACT

"The agent does the reading and the routing. Our people do the judging — and we can show an auditor exactly who decided what."

Claims automation, audit-ready Australian Insurance Group