Skip to content
Customer Story

MagMutual Redefines Insurance Efficiency with Appian and Xebia

Xebia helps MagMutual accelerate claims processing to increase customer satisfaction while lowering operational costs.

Related Services
Low-code

Industry
Insurance

Established in 1982, MagMutual is a leading mutual insurer in the United States. Focused on medical malpractice professional liability insurance for healthcare providers, the company offers a wide range of coverage options, including medical malpractice insurance, risk management solutions, and advisory services designed for physicians, hospitals, and various healthcare organizations.
Why
Disparate, manual processes delayed quoting, claims, and endorsements, inflating costs, and reducing efficiency.
What
Improve efficiency and customer satisfaction by automating quoting, claims, and endorsements.
How
Deployed Appian-based low-code solutions to automate workflows, drive business logic and deliver real-time data insights between different platforms.

Driving Operational Efficiency and Customer Satisfaction

MagMutual needed to deliver a seamless experience for agents, policyholders, and internal teams to meet the growing demands of the market. Disparate systems and manual workflows slowed down their operations, creating delays in quote generations and claim processing. This not only frustrated customers but also increased costs. 
Limited scalability restricted the company’s ability to expand its digital offerings efficiently. Moreover, evolving regulatory standards posed significant compliance challenges.

Overcoming Legacy Bottlenecks and Inefficiencies

MagMutual embarked on a digital transformation journey by partnering with Appian and Xebia. The goal was to revolutionize their insurance operations by integrating and automating disparate systems into a unified architecture. The initiative focused on developing an online quoting system that could integrate with existing Salesforce applications and a legacy Policy Management system. Appian's process orchestration and automation provided MagMutual with an auto-determination quoting and claim process, rapid coverage verification, and an automated policy endorsement process that eliminated several manual bottlenecks. Additionally, the company wanted to leverage intelligent document processing to reduce human error and gain real-time insights through process mining to continuously optimize workflows and resource allocation.
“Partnering with Xebia and Appian allowed us to move fast and innovate at scale. Xebia’s deep expertise in Appian development helped us streamline complex workflows and integrate our systems seamlessly. The result? A more efficient, customer-friendly insurance experience that sets us apart in the industry.”
magmutual-logo-vector
Sheila Evans Chief Product & Solutions Officer, MagMutual

Leveraging Appian for Scalable, Automated Innovation

MagMutual leveraged Appian's robust capabilities to address traditional operational challenges. A single, reliable source of truth was created by integrating disparate data systems—including Salesforce, policy management systems, and external registries. By harnessing Generative AI and automation, MagMutual streamlined complex workflows, enabling features like Auto Determination for instant coverage verification and efficient claims processing. Intelligent Document Processing reduced manual efforts while ensuring data accuracy, and process mining provided actionable insights to optimize operations. Appian’s low-code platform empowered rapid development and deployment of custom solutions, from automating CTR discount expirations to designing intuitive online quoting and claims interfaces.

 

Through our partnership, MagMutual has been able to redefine its insurance operations, delivering a faster, smarter, and more scalable experience. Achieving the following KPI’s, within the first 6 months of going live.

  • 30% faster quoting process
  • 25% reduction in claims processing time
  • 15% lower operational costs
  • 20% increase in employee productivity
  • 10% increase in engagement
  • 15% improvement in customer satisfaction

Magmutual's story recognized with an Innovation Award at Appian World 2025

Read News

Through low-code digital transformation that ensures rapid app deployment and automated workflows, MagMutual is now well-positioned to adapt to regulatory changes, introduce new digital offerings, and drive cost efficiency without additional overhead. More importantly, they are able to put money back into their members' 
pockets, as a mutually held company.

Future initiatives include continued exploration of Data Fabric Insights, Generative AI, and Process Mining. This will allow them to not only continue optimizing their quoting and claims process but also expand their digital transformation to other areas such as underwriting, workforce planning, contract management and other business drivers, setting a new benchmark for digital transformation within insurance

Explore related customer stories

Questions?

Get in touch with us

Contact us