Despite years of digitization, claims operations remain one of the most cost-intensive and operationally complex areas in insurance. While portals, document capture, and customer interfaces have improved, core claims workflows are still often manual, fragmented, and slow — driving high service costs and inconsistent customer experiences. 

As insurers face rising cost pressures, increasing compliance demands, and growing expectations for faster, more transparent claims handling, traditional transformation programes are proving too slow, risky, and expensive. 

This paper, the second in a thought leadership series from Synpulse and additiv, presents the findings of a claims-specific benchmarking study building on an analysis of over 190 insurance processes. It shows how insurers can unlock rapid, measurable value by automating and orchestrating claims workflows and embedding AI into day-to-day operations — without replacing existing core systems. 

Key insights include: 

• Up to 31% reduction in claims service costs, with up to 70% of straightforward claims automated 

• Claims automation can be implemented without replacing existing core systems, reducing implementation risk 

• Measurable impact can be achieved within months by focusing on high-impact claims use cases such as FNOL and triage 

• Automation improves customer experience by reducing response times and errors, leading to higher customer satisfaction and retention