Digital Transformation in Insurance: How One Company Simplified Claims with OutSystems and OL Connect

In insurance, delivering on your promise means processing claims quickly, accurately, and without confusion. But for many companies, outdated systems and manual processes slow everything down—leaving claims processors overwhelmed and customers in the dark. 

One forward-thinking insurer decided it was time to modernize. By implementing a digital claims application built on OutSystems and supported by OL Connect from Upland, they transformed their operations—achieving faster verification, a faster approval process, and a significantly improved customer experience. 

The Challenge

Before adopting a digital approach, managing even a single claim required navigating multiple platforms, reviewing email attachments one by one, and manually routing documents to the right claims processor. Policy verification required logging into another disconnected system, and internal tools like Lotus Notes lacked the automation and integration needed to keep up. 

Clients and agents were often left waiting, with little to no visibility on the status of their claims, prompting follow-ups and further delays. 

The Solution 

To solve these bottlenecks, a centralized claims application was built using OutSystems. The new portal became the go-to platform for brokers, agents, and clients to submit claim documents anytime, from anywhere. 

The system automatically checks for missing files, allows users to save drafts, and submits only when documentation is complete. Once submitted, the claim is routed to the appropriate claims processor based on location—no more manual sorting or internal reassignment. 

The processor can instantly verify policy details within the same system. If the claims verification passes, the request is routed to an approver depending on the claim amount. From there, the approval triggers a notification to accounting for payment release—all without manual coordination.

The workflow below illustrates how this is carried out using OutSystems. 

The Results 

With the new digital workflow, claims processing became significantly faster and more consistent. Tasks that used to take days were now completed in minutes. Clients received real-time updates on their claim status, reducing uncertainty and improving satisfaction.

Internally, claims processors spent less time on administrative tasks and more time on service quality. The overall process became streamlined, organized, and scalable—leading to higher productivity and better customer feedback. 

Most importantly, the insurer achieved exactly what they set out to do: faster verification, a faster approval process, and a better experience for everyone involved. 

Summary

This transformation proves that with the right technology, even the most complex claims processes can be simplified. By leveraging OutSystems and OL Connect from Upland, the insurer created a smarter, more agile claims application that delivers faster, more accurate service. 

Are you ready to modernize your claims processing and gain a competitive edge?  Let’s talk! 

📩 Email us at marketing@infomax.com.ph
 📞 Or call us at 8813-6721 

We’d be happy to show you how it works!