Customer Stories
FTSE 100 Global Insurance Company Accelerates Claims Operations with Appian-Powered Automation Platform
Xebia helped the insurance major redesign its First Notification of Loss (FNOL) process by simplifying workflows, improving visibility, and strengthening collaboration across teams, to reduce processing time by 24%.
At a Glance
Challenge
Fragmented claims systems slowed FNOL processing and limited performance visibility.
Solution
A unified FNOL platform built on Appian, simplifying workflows and automating repetitive tasks.
Results
24% reduction in transaction time.
95–99% SLA adherence.
The Client
An FTSE 100 global insurer recognized for its disciplined underwriting and exceptional claims service. Operating across international markets, the company is a market leader in life, accident and health, marine, political risks and contingency, property, reinsurance, professional liability, management liability, and environmental liability.
The Challenge: Fragmented Workflow Limiting Visibility and Slowing FNOL Handling
To improve operational excellence, the company sought to enhance efficiency in its claims operations, beginning with the First Notification of Loss (FNOL) process. Claims professionals were managing processes across several systems, each requiring manual input and coordination. This made it difficult to gain a single view of performance and created opportunities to streamline. The leadership wanted a 3% improvement in FNOL handling efficiency to create measurable, sustainable gains while maintaining service quality. The goal was clear: simplify workflows, strengthen data visibility, and enhance the experience for teams managing complex claims.
The Solution: Appian-Powered Unified FNOL Platform for Faster Claims Handling
Xebia partnered closely with this insurance company’s Technology and Claims Operations teams to design and deploy a unified FNOL solution built on Appian’s low-code automation platform. The new platform brought claims intake, routing, and tracking into a single environment. What began as a targeted initiative to improve claims handling efficiency evolved into a broader modernization effort, introducing automation where it delivered the most value.
Key enhancements delivered:
- A single, unified platform that allowed claims handlers to complete their tasks without moving between systems
- Automated document uploads and pre-filled data fields reduced manual effort and accelerated claims processing
- Real-time dashboards provided visibility into performance and workload management
- Seamless collaboration across Technology, Shared Services, and Claims Operations teams
Xebia helped the insurer redesign the FNOL workflow, ensuring the platform supported how claims professionals actually work. The focus was not only on improving processes but also on empowering the company’s workforce with data-driven tools and intuitive technology to enhance their expertise.
The Result: Efficiency Gains with a 24% Reduction in FNOL Processing Time
Most operational transformations begin with ambitious targets. This one started with a modest goal: improve claims efficiency by 3%. The new platform enabled the insurer to achieve a 24 % reduction in FNOL processing time, eight times the original target. Service-level adherence remained consistently above 95%, peaking at 99%, supported by real-time dashboards that made performance transparent and actionable.
Operationally, the impact extended beyond the FNOL process itself: Faster claim intake improved the entire claims lifecycle while real-time performance insights enable proactive operational management.
The difference was not working faster. It was removing the friction built into the systems supporting the work. This initiative also strengthened collaboration between Technology and Claims Operations, providing a shared foundation for continuous improvement.
"The partnership with Xebia has enhanced how our teams handle claims. The Appian rollout delivered measurable efficiency gains, deeper visibility, and set a new standard for collaboration across Technology and Claims Operations."
Head of Claims Operations
Looking Ahead
Building on this success, the FTSE 100 global insurance company is continuing its automation journey and plans to integrate Claims Sidekick, an AI-powered assistant designed to support claims professionals with more accurate, data-backed performance insights. Together, these capabilities are projected to deliver an additional 25% boost in efficiency by Q4 2025.
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