Intelligent Claims Automation for Property & Casualty Insurance
Insurance
What They Were Facing
Guardian Shield processed 180,000 property and casualty claims annually with an average cycle time of 23 days. The claims workflow was heavily manual — adjusters spent significant time on data entry, document review, and status updates. Customer satisfaction scores were declining as policyholders expected real-time transparency, and the company was losing market share to insurtechs offering faster, digital-first claims experiences.
How We Solved It
AQBEE reimagined the claims journey on Service Cloud with Flow Orchestrator managing the end-to-end workflow from FNOL through settlement. Einstein AI was deployed for automated claim triage — classifying claims by type, complexity, and severity to route simple claims to straight-through processing and complex ones to specialist adjusters. Amazon Textract integration via MuleSoft enabled automated document extraction from police reports, medical records, and repair estimates. An Experience Cloud policyholder portal provided real-time claim status tracking, document upload, and AI-powered chatbot support via Agentforce. Tableau dashboards gave claims leadership real-time visibility into cycle times, reserve accuracy, and adjuster workload.
The Impact
Average claims cycle time reduced from 23 days to 8.7 days, with simple auto-property claims resolved in under 48 hours.
34% of low-complexity claims are now processed end-to-end without human intervention using AI triage and automated decisioning rules.
Claims NPS improved by 22 points driven by real-time status transparency, faster resolution, and the self-service portal experience.
Adjusters handle 45% more claims per month by focusing on complex cases while AI handles triage, data entry, and simple claim resolution.
“AQBEE helped us leapfrog the insurtechs. Our straight-through processing rate went from zero to 34% in six months, and the Einstein triage model is more consistent than our best manual process ever was. Policyholders now get status updates before they even think to call us.”
Want Similar Results?
Let's discuss how we can deliver the same kind of transformation for your organization.