CASE STUDY

Insurer: GenAI Claims Summarization Across 1.8M Annual Claims

A global insurer deployed GenAI summarization on 1.8M annual claims, summarizing the case timeline at handler login. Average handle time down 41%.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: BFSI
Topics: AI / ML · Generative AI · Now Intelligence / AI
Published: May 2026
Headline outcome: 41% Average handle time: down 41%

Measured outcomes

What this programme actually delivered.

41%

Average handle time: down 41%

87%

Summary accuracy (handler-confirmed): 87%

+34

Handler satisfaction with tooling: +34 NPS

The challenge

Claims handlers at a global insurer spent the first 8-12 minutes of every claim review reading the case timeline (notes, attachments, prior decisions). GenAI summarization could compress that.

What we built

GenAI summarization grounded on the insurer’s claims corpus, with audit-trail and human-review enforcement. Handler sees a 3-paragraph summary at case open with explicit links to underlying evidence.

Outcomes

Average handle time: down 41%
Summary accuracy (handler-confirmed): 87%
Handler satisfaction with tooling: +34 NPS
Audit-trail satisfies regulator on automated decision-support

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call

Insurer: GenAI Claims Summarization Across 1.8M Annual Claims

What this programme actually delivered.

The challenge

What we built

Outcomes

More from Case Study

Major Airport Authority — Operations Platform Modernization

Oncology Research Center — Clinical Trial Operations on ServiceNow

Major Museum Network — Visitor Experience + Operations Platform

Planning Your Next Initiative?