success story

Leading insurance provider solves claims delays at scale with ServiceNow automation

The unified platform improved speed, accuracy, and operational efficiency

A prominent global insurance provider, well known for underwriting high-risk and non-standard insurance cases, was grappling with inefficiencies in its claims intake process. The organization operates across various industries and geographies, offering personalized insurance and reinsurance solutions. However, as its customer base expanded with complex claims, the insurer’s manual workflows and disconnected systems began to hinder performance. Processing was slow, inconsistent, and heavily reliant on manual tasks. These inefficiencies led to missed service-level commitments, low visibility into claims data, and declining employee morale, all of which impacted customer experience.

Virtusa partnered with the insurance company to design and implement a well-architected one-stop claims intake platform on ServiceNow. This collaboration resulted in an intuitive, automated, fully integrated workflow that delivered faster claim routing, stronger SLA compliance, and a scalable, resilient operation.

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The Challenge

Manual workflows straining claims processes

The insurer’s commitment to support non-traditional risks - unusual or complex cases including specialized business coverage, high-risk industries, or reinsurance arrangements that, often requires deeper client engagement. Despite growing demand, the insurer's operational workflows remained largely manual and disconnected. Claims were submitted through unstructured emails, requiring employees to extract and verify information manually. Teams often had to consult multiple systems to complete a single request, ranging from policy admin tools and claims databases to spreadsheets and outdated SOPs. The lack of automation and centralized tracking complicated turnaround times and made it nearly impossible to monitor claim statuses in real time.

The insurance company sought a partner to help them modernize their workflow without disrupting day-to-day operations to avoid further operational roadblocks as it scaled. Virtusa’s domain knowledge and expertise in intelligent workflow automation made it the ideal collaborator. Its proven track record in modernizing complex insurance operations gave the insurer confidence in a successful, low-risk transformation.

Key operational challenges included:

  • No real-time visibility into claim status, frustrating staff and customers alike
  • Missed deadlines due to the lack of automated follow-ups
  • Claims teams were burdened without workflow automation
  • Disconnected platforms caused confusion and delays in claim processing
  • With fluctuating workloads, the process couldn’t scale business growth 
  • Repetitive, manual tasks led to dissatisfaction and reduced productivity among employees
The Solution

Intelligent workflow transformation with ServiceNow

Virtusa designed a tailored workflow solution using ServiceNow to address these challenges. Leveraging App Engine on the ServiceNow platform, Virtusa built a task and assignment-driven claims intake system reflecting the insurer's operational complexity. The focus was on streamlining claims intake, integrating siloed systems, and providing visibility at every process stage.

The unified platform combined automation, real-time tracking, and intelligent routing (automated task assignment based on claim type, policy details, or urgency) in one seamless experience. Each capability was thought through to reduce friction, eliminate manual dependencies, and improve decision-making across the claims lifecycle. More than just process upgrades, these enhancements laid the foundation for sustained operational change and improved service delivery.

Core capabilities that powered by ServiceNow App Engine include:

  • Intake and routing automation: Extracted policy numbers from emails and routed requests based on coverage and claim type.
  • System integrations: Connected policy administration and claims systems for seamless data access.
  • Trigger-based automation: Set up workflows for automated reminders, follow-ups, and SLA alerts.
  • Third-party administrator (TPA) and coverage recognition: Embedded logic to auto-identify TPA policies and match claims to the correct coverage.
  • Real-time dashboards: Provided staff and managers with insight into volume, progress, and assignment loads.
Intelligent workflow transformation with ServiceNow
The Benefit

Strategic outcomes delivered

The transformation delivered measurable outcomes across operations, employee productivity, and service transparency. The insurance provider established a scalable and future-ready foundation by eliminating manual touchpoints and unifying fragmented systems. Teams could now work smarter, not harder, while customers benefit from faster responses and greater visibility into their claims.

Results that matter:

  • Consolidated multiple tools into a unified, user-friendly platform
  • Over 90% faster processing through automated identification and routing
  • Prefilled claim processing saved time by over 50%
  • Consistent SLA compliance through automated email triggers and reminders

Improved scalability and workforce experience:

  • Reduced manual workload freed up employees to focus on higher-value activities
  • Adaptable workflows handled varying volumes without bottlenecks
  • Real-time dashboards enabled better monitoring and quicker intervention
  • Management gained complete visibility into claim pipelines and workforce distribution
Business impact and future outlook

The solution empowered the insurer with an efficient claims platform designed to scale with business growth and shifting demands. The organization significantly improved processing speed, accuracy, and customer satisfaction by replacing manual tasks with intelligent workflows. Following this success, the insurer is expanding automation into underwriting and policy servicing to achieve greater operational efficiencies.

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