Connected Claims on Appian
Reduce leakage, speed up resolution, and elevate the
claims experience.
Deliver faster, smarter, and more personalized claims experiences with Connected Claims an end-to-end digital solution built on the Appian Low-Code Platform. Designed for insurers ready to modernize, this solution gives your teams a unified view of every claim, integrating data from policy systems, legacy platforms, and third-party tools. With intuitive, actionable dashboards, you can streamline processes, reduce claims leakage, and resolve issues faster, all while elevating the customer experience at every step.
What’s not working
The Business Challenge
Increased claims leakage and costs
Disconnected systems and manual handoffs often result in missed data points, errors, and overpayments, driving up claims leakage and inflating operational costs over time.
Delayed settlement of claims
Fragmented processes and lack of real-time insights cause unnecessary delays in claim resolution, frustrating customers and impacting service-level commitments.
Inefficiencies in claims operations and processes
Manual workflows, redundant tasks, and siloed systems slow down operations, limiting your team’s ability to scale or adapt to rising claims volumes.
Inaccurate decision-making
Without a unified view of claims data, teams struggle to make informed decisions. Incomplete or outdated information can lead to errors, compliance risks, and compromised outcomes.
Decreased customer satisfaction
Long wait times, lack of transparency, and poor communication erode trust, turning a moment of truth into a source of dissatisfaction and churn.
Key Features
Omni-Channel Customer Service
Deliver consistent, real-time support across every touchpoint—web, phone, chat, email, and more. Keep service teams aligned with a single, up-to-date view of every customer interaction.
Call Center Automation
Boost agent efficiency by integrating your call center tools with automated case creation, tracking, and resolution workflows, helping your team handle inquiries faster and more accurately.
Self-Service Configuration Engine
Empower business users to adapt claims workflows without IT dependency. Easily configure rules, SLAs, escalations, communications, and user access to match the needs of different lines of business.
Omni-Channel Claim Intake
Enable fast, intelligent claims intake through your customers’ preferred channels, phone, chat, SMS, email, or portal. Built on Appian’s Dynamic Case Management, the solution streamlines intake while reducing costs and improving customer experience.
Claims 360
Gain a complete view of each claim, from first notice to resolution, in a single dashboard. Access policy data, communication history, financials, and task progress all in one place, empowering faster, more informed decisions.
Built-in Analytics
Drive smarter decisions with real-time insights into claims performance. Embedded analytics help identify bottlenecks, track costs, and continuously optimize workflows for faster, more efficient outcomes.
Seamless Integration
Maximize your current tech investments by connecting claims data across CRMs, policy systems, payment platforms, and legacy tools—delivering a unified, end-to-end claims environment through Appian.
The Business Impact
Faster, More Accurate Claims Resolution
With a unified view of each claim and intelligent automation, insurers can significantly reduce manual errors and accelerate settlement times—enhancing both speed and accuracy in the process.
Reduced Claims Leakage and Operational Costs
Connected Claims helps identify and eliminate inefficiencies early in the process, minimizing overpayments and optimizing resource allocation, leading to measurable cost savings.
Improved Customer Experience
By enabling real-time communication and transparency throughout the claims journey, insurers can turn a stressful moment into a seamless experience—boosting customer satisfaction and retention.
Scalable and Adaptable Operations
The solution’s configurable workflows and self-service tools empower business users to adapt quickly to changing needs, making operations more agile without burdening IT teams.
Data-Driven Decision-Making
Embedded analytics and a 360-degree claims view give teams the insights they need to make informed decisions quickly, reducing risk and improving overall outcomes.
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