Connected Claims for Life Insurance


When it comes to life insurance claims processing, delivering an exceptional, personalized experience is the most crucial objective. And providing a touchless, digital-first claims experience requires agility and accuracy.

Claims operations teams are often challenged with manual document processing and juggling multiple systems that slow down the claims process. This often results in a poor customer experience, lengthy time to close, and increased costs. Life insurers need a solution that helps them effectively manage their claims processes, mitigate claims leakage, and improve straight-through processing. And they must be able to do all this while providing superior customer service and empathy during what is often a very stressful, emotional time for the beneficiary.

Built on the Appian Low-Code Platform and deployed on the Appian Cloud, Appian Connected Claims delivers a 360-degree view of each claim in an actionable dashboard of data from all claims and policy systems and third-party applications. This improves operational efficiency, reducing cycle times and increasing customer satisfaction.

Improve transparency and efficiency in life insurance claims handling:

  • Unify claims systems and data without migration. Gain full visibility into the claims life cycle with a dashboard that connects existing claims and policy systems, including FAST, Oracle, and Ingenium.
  • Optimize claims handling with intelligent automation. Leverage built-in intelligent document management to quickly capture and verify claims intake data, including death certificate processing. Then use robotic process automation to further drive efficiency and increase straight-through processing.
  • Dramatically reduce time and cost to implement. Leverage the speed and power of the industry-leading Appian Low-Code Platform to stay agile and rapidly adapt to changing market and customer demands.

Key Features & Functionality

Module 1: Loss Intake

Facilitate efficient and intelligent claims intake, improving customer experience and reducing operational costs.

Module 2: Fraud Case Management

Optimize fraud case management with a unified view and full control of all potential fraud alerts for SIU teams.

Module 3: Claim Operations and Settlement

Streamline processes to speed time to close, reducing expenses and increasing customer satisfaction.

Module 4: Customer Service

Gain a centralized view of claims from all CRMs and legacy systems, delivering actionable information and enabling seamless communication for a best-in-class customer experience.

Module 5: VIP/Concierge Mobile Anywhere

Comprehensive VIP/concierge customization with a dedicated mobile app and offline tablet capabilities.

Module 6: Continuous Improvement

Analysis Understand the data behind claim performance to identify ideal processes based on facts.

Benefits & Business Impact

Appian delivers value across the life insurance process. Life claims management: Aviva sought to automate and optimize their death claims processes to increase efficiency. Since partnering with Appian, Aviva increased the number of same-day claims settlement from 1% to 25%, plus they saw a 530% jump in claims settled within three days. No longer worried about time, claims handlers were able to better engage with their customers and focus more on expressing empathy during their calls. Life claims processing: One of the world’s largest reinsurers partnered with Appian to automate its manual claims process. Delivered in four months end to end, the reinsurer was able to digitize and manage all claims files in one platform and substantially reduce the amount of time spent on each claim.