top of page
Search

Automate to Withstand: How to Scale Claims Management in a Demanding Insurance Environment

  • Writer: Digital Digital
    Digital Digital
  • Nov 24
  • 3 min read

Automatización con IA

In the insurance business, there are processes that, due to their frequency and sensitivity, serve as a thermometer of operational efficiency. Claims and compensation requests management is, without a doubt, one of them—and today, more than ever, it is under pressure.

Moderate sector growth in Latin America, rising operational costs, customer expectations for immediacy, and unstable economic conditions are placing many insurers at a crossroads: how can they scale their operations without scaling their costs—or compromising traceability and regulatory compliance?

The answers are beginning to emerge from a place that, until recently, seemed too distant for critical processes: Generative Artificial Intelligence.



Automation is Not Optional—It’s Strategic


According to a recent McKinsey analysis on the future of AI in the insurance industry, insurers that have adopted advanced automation and analytics capabilities are achieving improvements of 30% to 50% in operational costs for processes such as claims management. And most importantly: those that adopt these capabilities faster are distancing themselves from competitors at an accelerated pace.

Meanwhile, the “Economic and Sectoral Outlook 2024” report by MAPFRE Economics warns that the economic environment in Latin America will remain fragile, with high inflation, limited access to credit, and profitability margins pressured by external factors such as climate change and increased litigation in claims.

In this context, operational efficiency stops being a tactical objective and becomes a mechanism of organizational resilience.



The Bottleneck: Claims and Compensation Requests

Many insurance companies in the region still handle these procedures manually or through partially digital processes. The typical workflow involves forms, emails, call centers, and days or weeks of waiting for updates.This doesn’t just generate frustration—it also consumes valuable work hours, multiplies errors, and jeopardizes SLA compliance.

The result? Hidden costs, poor traceability, complicated audits, and a customer experience that erodes trust and loyalty.



The Opportunity Lies in Conversational Automation


Generative AI applied to conversational channels (such as WhatsApp, email, web chat, or even voice) now allows policyholders, intermediaries, or providers to:


  • Start their claim or compensation process in natural language—without forms.

  • Be authenticated automatically.

  • Receive guidance on required documents and upload files directly.

  • Obtain a tracking number in minutes.

  • Check the status of their request without saturating service lines.

  • Receive real-time notifications at each stage of the process.


And the best part: complete traceability from the first contact.

What previously took days or even weeks can now be resolved in minutes, freeing human teams to focus on strategic validations or complex cases.



A New Operational Standard for the Insurance Sector


Insurers that are already implementing these solutions are achieving:

  • Significant reduction in service team workload.

  • Stricter compliance with regulatory SLAs.

  • Better experience for policyholders and intermediaries.

  • Lower risk in internal and external audits due to full traceability.

  • Real operational scalability without relying exclusively on additional hiring.

In an environment where premium growth is moderate and profitability pressures are increasing (according to MAPFRE Economics), automating the claims process is not a luxury—it is a strategic decision to sustain the business.



Where to Begin?


The implementation of these solutions does not need to be disruptive or complex. Tools like Sabio CX are being adopted by insurers across the region to automate critical processes such as claims, integrating with internal systems (like policy or CRM platforms) without the need to redesign the entire technological infrastructure.

If you are evaluating how to reduce operational workload, improve claims submission times, and increase traceability in a highly demanding environment, it might be time to learn how other companies are already doing it.


👉👉 Explore how you can automate claims management with SabioCX.

Schedule a conversation at: https://www.sabiocx.co/contacto


References

 
 
 

Comments

bottom of page