5x Faster case handling
Deutsche Schaden-Service
Automating claims order management with AI
Industry: Insurance
Technology: Microsoft
Challenges
Deutsche Schaden-Service (DSS) aimed to automate the handling of newly incoming claim-related documents to accelerate the process of initiating expert assignments. Until the start of the project, the company processed around 15,000 cases per year.
Previously, all documents had to be manually read, sorted, and entered into backend systems, which resulted in processing delays, inconsistent data quality and a high operational workload. The lack of a standardized, digital process further complicated the extraction of relevant information quickly and reliably.
Another challenge was the variety of documents and input channels, making it difficult to categorize documents and start workflows in a consistent manner.
To address these challenges, DSS set out to implement an AI-driven input-management solution that could automatically read, understand and extract relevant information from documents, while still allowing employees to review and correct results if necessary to ensure high accuracy.
Solution
For its first AI use case, DSS selected DIGITALL as its trusted partner to implement an automated input-management process for the business case “Process for commissioning damage assessments”.
DIGITALL deployed an Azure-based solution that seamlessly loads incoming documents and leverages OpenAI models combined with prompt engineering to classify, analyze and extract relevant policy information. The entire workflow is orchestrated by Flask App, while an Admin Console allows business users to configure prompts, monitor results and adjust extraction rules without technical effort.
Under normal conditions, the extracted data is automatically transferred to the third-party system for further enrichment and review. To ensure reliability, the solution incorporates a conditional Human-in-the-Loop mechanism, activated only if data transmission via the API to the third-party system fails. This allows employees to validate and correct information before resubmission, ensuring continuous data and integrity.
As a result, DSS now processes incoming requests much faster, reduces manual effort, and maintains consistent data quality across all channels, with tangible results:
- Аverage case handling reduced time from 10 to 2 minutes.
- 80% labor cost savings
- 1.5 full-time equivalent (FTE) saved per year
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Florian Dimmig
Director Sales
