Sample Answer
At a mid-size insurer I joined a claims team that tolerated a manual triage step taking on average 4 hours per claim. I tracked 3 months of logs across 2,400 claims and found the step caused 30% of overall cycle time and cost roughly $250K annually in overtime. I ran root-cause workshops with 6 stakeholders, mapped the process, and built a simple cost-benefit model showing a 60% cycle-time reduction if we automated rule-based routing. I piloted a rules engine on 200 claims, validated accuracy improved from 82% to 96%, and presented results to ops and finance. With a $75K implementation budget approved, we rolled out automation in 8 weeks, cut average triage to 90 minutes, and freed 1.5 FTEs for higher-value work.
Keywords
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