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Automation Speeds Debit Claims Processing, Increases Accuracy

The Challenge

Our client, a large financial services company, was using a dated customer debit claims process involving a manual verification step based on business rules. The system connected to three other systems for processing a single claim. This in turn generated audit logs in the form of PDF and Excel files, which were used for audit reference. Because there are more than 50 complex validations, depending on the claim type, in most cases the operator needed to manually navigate across as many as 50 screens to capture required data points.

Our Approach

After automating the rule-based components of the company’s system, we helped to significantly reduce the processing time of each claim. This led to the processing of more claims each day using fewer people. We also implemented bots to navigate across all involved applications, collate data and perform appropriate validations, all with minimal manual intervention. Finally, we ensured scalability by leveraging a cloud-based architecture pattern on Amazon Web Services.

The improved system increased claims accuracy and reduced costs.


improvement in accuracy


full-time equivalent (FTE) savings


reduction in average handle time (AHT)