Confidential Client – Digital Solution for Claims Processes - DevelopX
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Digital Backoffice Tool with Straight-Through Processing for Insurance Claims Handling

DevelopX built a new backoffice system for a service provider selling insurance to enable efficient processing of insurance claims. The solution includes a modern frontend for claims handlers and a fully automated straight-through processing pipeline (OCR/AI) that processes the majority of claim types without manual intervention.
The goal is to significantly increase efficiency across different claim categories, achieve measurable reductions in process costs, and establish a scalable technological foundation.

>70% End-to-end automation rate of standard cases aspired

The Challenge

The existing CRM and backoffice processes were characterized by manual work, media disruptions, high costs, long processing times, and a high risk of errors. Limited scalability and a lack of integration capabilities also made it difficult to quickly adapt to new claim types and external systems.

Our client aimed to digitalize their claims processing, reduce manual effort, and build a scalable system capable of quickly and seamlessly integrating new claim types as well as external partners.

Our Solution

Agile development and product management for a flexible insurance backoffice featuring a modular architecture, user-facing frontend, and automated straight-through processing pipeline.

1

Automated Claims Processing

We developed an first version that is the foundation to enable the main claim type to be processed fully automatically. The features were piloted with the team and brought to production level with optimized UX/UI design, improved usability, and robust interface integrations.

2

OCR & AI Processing

Through OCR-based document recognition and AI-driven classification, claims can be automatically validated, assessed, and synchronized with both the CRM and external systems. This significantly reduces manual intervention and noticeably shortens processing times.

3

Modern Interface & Dashboard

A new, intuitive interface simplifies daily work for teams and claims handlers. Personalized task and case assignments, clear status management, real-time communication, and analytics make processes more transparent and efficient.

4

Scaling & Further Development

We developed a scalable concept for future enhancements. A roadmap enabled the gradual integration of additional claim types, while a workflow orchestrator and continuous feedback loops helped improve process quality over the long term.

Impact of Our Work

The time needed to develop new point-of-sale (POS) devices was reduced by
50%
Tickets sold through the new platform during the first launch phase exceeded
100,000
The page load speed of the ticketing platform increased by
95%
The time taken to stabilise the core ticketing system was less than
2 months

Client Background

The client is an innovative company which brokers insurance contracts and is focused on digital automation and efficient claims handling for insurance services. Its business model and process landscape are designed for scalability, digital services, and integration into hybrid, multi-partner capable IT architectures.