RPA Claims Processing Automation Case Study
Automation Services
Engagement Overview
AJQ partnered with a leading insurance organisation to deliver a rapid Robotic Process Automation (RPA) solution that streamlined key claims processes, reduced manual effort, and improved operational resilience.
Within six weeks, AJQ recommended a platform most suited to the case studies but also one that could be cost-efficient and easy to deploy in tight timelines, and also one that could easily be handed over to client team members. The solution centered on utilizing the existing Microsoft Office365 environment with Power Automate, to ensure visibility for security teams and lengthy procurement scenario with an external platform, but without sacrificing on the quality and robustness of the scripts.
The solution was designed, built, and deployed automation for a prioritized list of use cases identified with maximum ROI and benefit— moving from discovery through to production and hypercare, while working within enterprise architectural governance and change controls.
The Challenge
- High volumes of repetitive manual processing
- Delays impacting customer experience
- Risk of human error across complex workflows
- Need to deliver automation quickly without disrupting core platforms
- Limited capacity to scale operations during peak demand
AJQ Approach
AJQ applied a pragmatic, outcome-focused delivery model including rapid discovery, agile sprint delivery aligned to client cadence, close collaboration with stakeholders, continuous testing, structured deployment, and hypercare support to ensure stability and adoption
Results & Benefits
Faster Claims Processing
- Automation reduced manual handling and improved turnaround times, enabling teams to focus on higher-value activities.
Improved Accuracy
- Standardised workflows reduced errors and improved consistency across claims operations.
Increased Operational Capacity
- Automation created headroom for teams to manage fluctuating demand without additional resources. Both use cases ensured 2 team members were freed up from repetitive tasks to focus on other work.
Foundation for Future Automation
- The engagement established delivery patterns and governance to support a broader automation roadmap, without being locked into a larger platform with annual commitment
What We Delivered
- Automation of two high-impact claims workflows
- Production-ready RPA solution integrated with client environments
- End-to-end delivery from design through deployment
- UAT support and operational readiness
- Hypercare monitoring and optimization