Insurance Broker: Intelligently Processing Claims

An insurance broker with 60 employees serves 8,000 private and commercial clients. In the event of a claim, 30–50 reports arrive each day — by email, fax, and client portal. Each report must be reviewed, assigned to the correct insurer, checked for completeness, and documented. This tied up three full-time employees — and the process was error-prone.

Sensitive Data, Strict Obligations

Claims reports contain highly sensitive personal data: health information, accident details, damage photos, bank account information. GDPR compliance is mandatory — US cloud services were therefore ruled out for processing. At the same time, DORA (Digital Operational Resilience Act) has required financial service providers since 2025 to ensure that ICT third-party providers offer exit strategies and data portability.

Intelligent Triage with SoverIQ

SoverIQ Stack processes incoming claims reports entirely on its own servers:

• Automatic classification by claim type (motor, liability, household, commercial)
• Completeness check: which documents are still missing?
• Assignment to the responsible case manager and insurer
• Preparation of the forwarding letter to the insurer
• Prioritization by urgency (e.g., water damage before a paint scratch)

Results

Average processing time per claim fell from 22 to 6 minutes. Error rate in routing fell below 1%. The three full-time employees can now handle twice as many cases — or focus on client advisory work that creates genuine added value.