GenAI-Empowered Underwriting & Claim Processing

A premier financial-protection provider was hampered by manual document handling, underwriting, and claims review – processes that slowed policy issuance, introduced errors, and inflated operating costs. Partnering with Matoffo, the company adopted an AWS–based Generative AI platform that automatically ingests, classifies, and summarizes policy documents and claims, then delivers AI-driven risk scores and decision recommendations directly to underwriters. The rollout – completed on time and within budget – cut claims-review cycles from days to minutes, reduced manual touchpoints by more than half, and boosted data-entry accuracy into the high-ninety-percent range. As a result, the client established a new operational baseline that scales effortlessly with growth while delivering faster, more reliable service to policyholders worldwide.

Serving diversified clients across the United States and the United Kingdom, our client is a leading financial protection provider with over 20 years of experience in the industry. The company delivers a vast selection of Disability, Life, Accident, and Critical Illness insurance products. Specializing in disability insurance, life insurance, accident insurance, critical illness insurance, and other supplemental health and employee benefits, the team has earned the trust within the insurance domain. While their vision revolves around the combination of cutting-edge technology and a forward-thinking approach, the company sets new standards in the industry, providing efficient claims processes to ensure timely support when it matters most.

As the provider’s book of business grew, so did the operational stress on its document-heavy underwriting and claims processes. Manual extraction, validation, and re-keying created a domino effect of delays, costs, and customer dissatisfaction.

Key Business Challenges:

These business pressures threatened the company’s ability to deliver fast, accurate coverage while protecting profitability in an increasingly competitive market.

In response to slow underwriting cycles, costly manual effort, and growing document volume, the client set clear, results-oriented targets. The aim was to create a faster, more accurate, and highly scalable operation – while maintaining strict compliance and auditability.

By meeting these objectives, the client expects to unlock rapid growth, elevate customer satisfaction, and future-proof operations against evolving compliance and volume demands.

To resolve the client’s document-heavy underwriting and claims challenges, Matoffo implemented a structured, multi-phase approach – building an AI-powered automation platform on AWS that ensures scalability, operational resilience, and near real-time decision-making. The solution was designed to integrate with existing systems, streamline workflows, and significantly reduce manual overhead.

The implementation of the AI-powered underwriting and claims automation platform delivered immediate, measurable improvements to the client’s operational efficiency and service delivery. By automating document intake, data extraction, and decision-making processes, the organization achieved major gains in speed, accuracy, and scalability – while reducing dependency on manual workflows.

These results positioned the client to serve brokers and policyholders faster, more reliably, and with higher confidence – paving the way for expansion into new lines and markets.

The success of this project stemmed from a deliberate alignment between business needs and technical execution. Every architectural and process decision was rooted in addressing specific inefficiencies within the client’s underwriting and claims workflows. The following elements were critical to the platform’s success and offer replicable best practices for similar transformation efforts:

Following the successful deployment of the AI-powered underwriting and claims platform, the client is well-positioned to expand its capabilities, drive additional value, and unlock new business opportunities. The next phase of this transformation focuses on extending functionality, deepening automation, and broadening impact across the organization.

The successful deployment of a Generative AI–powered underwriting and claims automation platform marked a pivotal moment in the client’s digital transformation journey. What began as a response to operational bottlenecks evolved into a scalable, cloud-native solution that delivers faster, more accurate decisions – with fewer manual touchpoints and greater transparency.

By eliminating document chaos, embedding business-aligned automation, and enabling real-time decision-making, the platform has redefined how policies are issued and claims are processed. Beyond efficiency gains, the solution has elevated customer experience, improved compliance readiness, and created a replicable framework for innovation across other business areas.

This transformation not only positions the client as a forward-thinking player in the insurance space but also lays the foundation for new products, partners, and market expansion – proving that when AI meets execution, operational excellence becomes a competitive advantage.