Digitalization and automation of incoming flows for a mutual insurance company

To improve the speed and quality of processing requests, particularly those related to reimbursements, a major healthcare provider has chosen to transform its document processes . The goal: to reduce delays, automate repetitive tasks, and offer a smoother customer experience. Thanks to a solution combining artificial intelligence and human expertise, 23 million pages are now digitized each year, with a quality rate exceeding 99% and priority requests processed in less than two hours.

With substantial document volumes and complex requests, manually managing incoming documents placed a significant burden on teams and lengthened turnaround times. The challenge was to digitize the process to improve efficiency while ensuring compliance and member satisfaction . The solution needed to be capable of handling millions of documents while adhering to industry standards and regulatory requirements.

Solution implemented

Luminess has deployed a comprehensive approach, structured around several levers:

  • Multichannel capture of streams (members, healthcare professionals, insurance, litigation, compliance);
  • Automated digitization and sorting incoming documents;
  • RAD/LAD and AI technologies for indexing and document recognition;
  • Transformation of flows according to the B2 standard Noémie to automate reimbursements;
  • Intelligent targeting of requests based on the documents received, with priority given to urgent cases.

This combination of automation and human expertise guarantees optimal performance, even on massive volumes.

The benefits for our client

  • Reduction of delays : priority requests processed in less than 2 hours;
  • Automation of reimbursements to improve customer satisfaction;
  • Increased performance : 23 million pages processed each year;
  • Guaranteed quality : rate greater than 99%, limiting manual rework.

A few facts :

0

million

of scanned pages/year

0

types of documents automatically recognized

-
0

hours

to process priority requests

+
0
%

in quality rate

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