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Customer Story

Global Consulting Leader Improves Claim Handling Efficiency by 30%

One of the world’s most respected management consultant firms set out to modernize claims management systems by redefining accuracy, efficiency, and insight.

Related Services
Intelligent Automation

Industry
Business Services

The client is a British multinational management consultant firm, globally recognized as part of the Big Four. Known for its legacy of trust and innovation, the firm delivers consulting, assurance, and advisory services at scale across 150+ countries.
Why
To simplify claims management and boost operational efficiency for a global enterprise. Replace its legacy systems with a modern, fast and efficient digital solution.
What
A tailored, configured intelligent claims management Automated Claims Center (ACC) platform powered by Appian.
How
Automated claims creation, e-mail intake, streamlining tasks and financials, on-demand report generation and integrating third-party collaboration.

Scaling Claims Management in a Fast-Moving Enterprise

As claims volume and process intricacies grew, so did the need for a platform that could match the client’s commitment to precision and control.

While the client sets industry benchmarks externally, internally it identified a critical opportunity: to enhance the way claims are currently being managed. With rising complexities, multiple stakeholders, and legacy workflows, the client aimed to transform the existing ACC platform into a centralized, intelligent, and configurable platform that could serve as the backbone of claims operations, thus enhancing every step in the process – claims, tasks, financials, 3rd party management, documentation, reporting, litigation and data migration.

A Smart, Tailored Automated Claims Center

To bring this vision to life, Xebia partnered with Appian to design and deliver a bespoke implementation of the Automated Claims Center (ACC) platform—deeply customized to reflect the firm’s operational models, control mechanisms, and financial policies. The goal wasn’t just to automate — it was to intelligently orchestrate every part of the claim’s lifecycle.

Built in close collaboration with the client’s cross-functional teams, the platform replaced legacy workflows with digital-first processes, embedded business rules, and seamless integrations. What emerged was an agile and future-ready platform that allowed both internal teams and third-party stakeholders to collaborate with accuracy, transparency, speed, and control.

This solution led to 30% increase in Claim handling efficiency.

Key enhancements in ACC:

  • Automated Email Intake and Claim Creation, minimizing manual effort and improving data capture.
  • Efficient, Integrated Communication Threads, associating replies with the right claims for complete traceability.
  • Customized Data Models for claims and tasks, supporting detailed reporting and aligned workflows.
  • Financial Module Configuration to manage reserves, reconciliation, and export of financial data in line with internal policies.
  • Third-Party Management Integration to manage third parties, such as vendors and preferred suppliers.

Enabling a Superior Claims Management Platform

In a global firm where every process is expected to match the precision of its client-facing services, the client’s ACC transformation marks a defining moment, enabling the client to now run a claims management platform that’s 30% more efficient, smarter, faster, and built for tomorrow’s complexity.

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