Automation on Claims process – Star Union Dai-ichi Life Insurance
Automation on Claims process
Problem
- Claims processing involved multiple manual touchpoints, extensive documentation and fragmented workflows, resulting in longer turnaround times.
- Customers had limited digital options for claim submission and inadequate visibility into the real-time status of their claims.
- Manual processing created process bottlenecks and increased dependence on human intervention for assessment, validation and approval.
- Lack of standardised workflows and automated validations increased the possibility of errors, compliance gaps and audit observations.
- Rising claim volumes created a need to improve employee productivity and scalability without proportionately increasing operational resources.
Solution
- Implemented DigiClaims, a digital platform automating the end-to-end claims lifecycle from registration and documentation to assessment, approval and settlement.
- Introduced automated workflows, rule-based validations, digital document management and real-time claim-status tracking.
- Integrated DigiClaims with core business systems for seamless data exchange, automated verification and end-to-end process visibility.
- Conducted pilot deployments, gathered user feedback and refined workflows before wider implementation to improve performance and adoption.
- Rolled out the system enterprise-wide with employee training, change management, performance monitoring and continuous optimisation.
Outcomes
- Claim turnaround time was significantly reduced, enabling faster assessment, approval and settlement with minimal manual intervention.
- Customer experience improved through digital claim submission, automated communication, real-time status visibility and greater transparency.
- Operational productivity increased by automating repetitive activities and allowing teams to focus more on value-added work.
- Accuracy, compliance and audit readiness improved through standardised processes, automated validations and complete digital traceability.
- A scalable and future-ready claims ecosystem was established, capable of handling higher volumes while supporting sustained efficiency and cost optimisation.
SKOCH Award Nominee
Category: Insurance
Sub-Category: Leadership – Claims Management
Project: Automation on Claims process
Start Date: 6-01-2024
Organisation: Star Union Dai-ichi Life Insurance
Respondent: Rohit Ambastha
https://www.sudlife.in/
Level: BFSI – 1
Video
See Presentation
Gallery
Case Study
Automation on Claims process – Star Union Dai-ichi Life Insurance
Star Union Dai-ichi Life Insurance introduced the “Automation on Claims Process” initiative through its DigiClaims platform to transform a traditionally manual and fragmented claims management system into a more efficient, transparent and customer-centric process. The project was launched in June 2024 with the objective of digitising the complete claims lifecycle. Earlier, claims processing involved several manual touchpoints, extensive documentation, fragmented workflows and prolonged turnaround times. Customers also had limited visibility into the progress of their claims, while internal teams faced operational bottlenecks, repetitive activities and challenges related to accuracy, compliance and audit readiness.
DigiClaims was designed as an end-to-end digital claims automation platform covering claim registration, document submission, assessment, validation, approval and settlement. The implementation began with process mapping and stakeholder workshops to identify pain points and prioritise opportunities for automation. The organisation subsequently configured automated workflows, rule-based validations, digital document management and real-time claim tracking. The platform was also integrated with core business systems to facilitate seamless data exchange, automated verification and improved visibility across different stages of claim processing.
A phased implementation approach was adopted to minimise operational disruption. DigiClaims was first piloted across selected claim categories, allowing the organisation to collect user feedback and refine workflows before wider deployment. Enterprise-wide rollout was supported by employee training, change management, performance monitoring and continuous optimisation. Implementation nevertheless involved several challenges, including resistance from employees accustomed to manual processes, integration with legacy systems, standardisation of diverse claim procedures, maintaining data and document quality, and balancing rapid deployment with adequate testing, security and performance validation.
The initiative has generated improvements across customer service and internal operations. Claim turnaround time has been reduced through greater automation of assessments, approvals and settlements. Customers have benefited from digital claim submission, real-time status visibility, automated communication and improved transparency. At the organisational level, automation of repetitive activities has increased employee productivity and enabled teams to focus on higher-value responsibilities. Standardised workflows, automated validations and digital traceability have also strengthened accuracy, compliance and audit preparedness.
For more information, please contact:
Rohit Ambastha at Rohit.Ambastha@sudlife.in
(The content on the page is provided by the Exhibitor)