How a global travel insurer transformed their operations, achieving 82% straight-through processing and enabling expansion into new markets.
The Challenge
As a multinational insurer operating across 100+ countries, they faced unique complexity at every turn.
Regulations evolve faster than traditional IT cycles can adapt. Every market has different rules, and the stakes are high.
Years of expert judgment trapped in the heads of senior staff. Policy guidelines, processing rules, and edge cases never systematized.
Travel insurance involves complex inputs: medical terminology, multilingual documents, and local regulations. They needed 95%+ accuracy to trust any automation.
The Solution
Three capabilities that addressed each challenge directly.
Rules auto-built directly from policy documents and guidelines. No code changes needed. Compliance teams can update rules directly, with changes live in hours instead of months.
Oakie extracted undocumented expertise from historical decisions. The system identifies knowledge gaps automatically and bootstraps accuracy using real examples from their past cases.
Continuous optimization based on adjuster feedback. The system improves over time without manual retraining, handling edge cases through ongoing learning from the team's decisions.
The Results
Business outcomes
Enabled entry into additional markets
In existing markets year-over-year
Same team, 5x the volume
Currently running side-by-side with human adjusters for final validation. Based on results, full automation is targeted for activation in the coming months.
