Our experience from this and other recent deliveries shows that these technologies are not interchangeable. Choosing the right solution starts with detailed analysis to ensure it is fit for purpose. Despite the hype, AI is not always the answer — and using the wrong tool can limit outcomes rather than enhance them.
Our most recent delivery was divided into three main areas:
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AI-enabled claims systems trained to self-diagnose processes and guide actions across the First Notification of Loss (FNOL) journey, allowing teams to step away from day-to-day activities that added little or no value to the process
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Robotics deployed to manage high-volume, low-value insurance processes, enabling teams to focus on higher-value work and resulting in quicker turnaround times and faster claims payments for customers
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Automation used to filter and prioritise broker data, enabling faster identification and handling of key insurance risks, and raising the profile and credibility of our client within their market
Across these initiatives, the focus was on applying technology where it delivers real value, while retaining human involvement where judgement and expertise are essential. We worked closely with operational teams to support adoption, build confidence, provide training, and embed new ways of working — ensuring a smooth transition rather than disruption. Our experience has shown that involving end users early in the delivery lifecycle significantly increases adoption and reduces resistance to change.
The result has been improved efficiency, increased profitability, cost reduction, and stronger engagement and motivation across teams — demonstrating that when applied correctly, AI, Automation and Robotics enhance both business performance and workforce capability.
