Pacific Insurance Processes Claims 91% Faster With AI Document Intelligence
Results at a glance
91%
Faster claims processing
From 14 days to 30 hours average
99.4%
Extraction accuracy
Versus 97.1% for manual entry
78%
Claims processed straight-through
No human data entry required
$340K
Annual labor savings
2 FTE reallocated to complex cases
31pts
Net Promoter Score increase
From 28 to 59 within 6 months
The Challenge
Pacific Insurance was processing 2,400 claims per month. Each claim required manual extraction of data from 4–8 documents: police reports, medical records, repair estimates, photos, and application forms. The average claim took 14 days from submission to first payment. Two underwriters spent 60% of their time on data extraction alone.
Our Solution
We deployed a document AI pipeline that ingests claim submissions from email and their portal, automatically extracts and validates all required fields, cross-references against policy data, and populates their claims management system — routing straight-through for simple claims and flagging complex ones for underwriter review.
How We Built It
- 1
Catalogued 23 distinct document types across claim categories
- 2
Trained custom extraction models on 3,000 historical documents per type
- 3
Built validation rules for cross-document consistency (e.g., dates, policy numbers)
- 4
Integrated with Applied Epic claims management system via API
- 5
Implemented confidence scoring to auto-approve high-confidence extractions
- 6
Created exception handling workflow for low-confidence or missing data
"The speed improvement has been transformational for our relationships with policyholders. When someone has been in an accident, waiting 14 days for their claim to move is unacceptable. Now 78% of claims are automatically processed the same day.
James Thornton
Chief Operations Officer, Pacific Insurance Group
Want results like these for your business?
Book a free discovery call. We will identify your highest-ROI AI opportunity and scope a project that delivers results within weeks.
Book a Free Discovery Call →