CASE STUDY

Global Insurer: Now Assist for Claims Triage at Scale

A global insurer deployed Now Assist on 2,400 claims-handler workstations. AI-assisted triage routes claims with 91% accuracy; handle time down 33%.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: BFSI
Topics: CSM · Now Intelligence / AI · Servicenow
Published: May 2026
Headline outcome: 91% Routing accuracy: 91% (handler-confirmed)

Measured outcomes

What this programme actually delivered.

91%

Routing accuracy: 91% (handler-confirmed)

33%

Average handle time: down 33%

47%

Claims-handler time on triage: down 47% (more time on high-judgement work)

2,400

2,400 handlers trained on the new flow

The challenge

A global insurer’s claims handlers spent 8-12 minutes per claim doing initial triage — reading documents, classifying, routing. With 1.8M annual claims, that’s significant labour cost.

What we built

Now Assist trained on the insurer’s claims corpus (with full audit trail and grounding). At intake, Now Assist suggests classification, severity, and initial routing. Claims handler reviews and confirms (or overrides). All decisions logged for model improvement.

Outcomes

Routing accuracy: 91% (handler-confirmed)
Average handle time: down 33%
Claims-handler time on triage: down 47% (more time on high-judgement work)
2,400 handlers trained on the new flow

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Global Insurer: Now Assist for Claims Triage at Scale

What this programme actually delivered.

The challenge

What we built

Outcomes

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