Client Profile
A Tier 1 mutual life insurance company undergoing a multi-year enterprise transformation focused on enhancing agent and customer experience, responsibly deploying AI, and modernizing legacy infrastructure—all while preserving its policyholder-first mission and long-term financial strength.
The Opportunity
Despite bold strides in cloud migration, CRM deployment, and agent enablement, this mutual insurer has deprioritized claims modernization in favor of policy admin and data initiatives. This creates an opportunity for Benekiva to step in as a configurable, modular partner that accelerates claims and servicing transformation—even as core system upgrades are still underway.
Benekiva’s Humanomation™ platform could offer rapid, high-impact support in areas that are often overlooked but critical to customer satisfaction and operational efficiency.
Current State Challenges
- Legacy Claims Infrastructure: Group, retail life, and annuity claims are managed across fragmented platforms, with multiple manual handoffs and limited workflow automation.
- Outdated Beneficiary Data: Missing or outdated information delays claim initiation and introduces compliance risks.
- Limited AI Integration: While AI pilots exist (e.g., GenAI-generated letters), integration with day-to-day workflows is lacking.
- Missed Asset Retention Opportunities: No structured pathways exist to transition claim beneficiaries into new financial products.
- Capacity-Constrained IT Teams: Internal resources are focused on policy admin modernization and enterprise data layers, not claims innovation.
How Benekiva Could Help: Strategic and Tactical Support
Benekiva offers an insurance-native, cloud-based solution purpose-built for claims and servicing. It can serve as a flexible layer between the carrier’s legacy systems and its AI-driven future.
Key Use Cases Benekiva Could Solve For
| Challenge | Without Benekiva | With Benekiva |
|---|---|---|
| Beneficiary Management | Manual outreach | Proactive, white-labeled validation workflows |
| Claims Intake | PDF/email forms | Digital, mobile-first, rules-based submission |
| Interest Calculations | Manual spreadsheets | Configurable, compliant calculation engine |
| Claims Communication | Inconsistent, slow | GenAI-powered with human-in-the-loop review |
| Asset Retention | Payout only | Structured options with reinvestment pathways |
Strategic Alignment to Enterprise Priorities
| Strategic Goal | How Benekiva Supports |
|---|---|
| Customer Experience | Digital, omni-channel, empathetic claims workflows |
| AI Enablement | Embedded, explainable AI with oversight |
| Operational Efficiency | 30–60% reduction in cycle time & costs |
| Digital Ecosystem | Integrates with wellness, CRM, and servicing tools |
| Agent Enablement | Proactive alerts, CRM-integrated servicing flags |
Unexpected Benefits Benekiva Can Deliver
- Accelerates AI ROI: Converts AI pilots into deployed, compliant workflows
- Enables Retention Strategies: Turns claims into reinvestment conversations
- Reduces Internal Tech Debt: Delivers rapid value without PAS disruption
- Strengthens Brand Trust: Improves one of the most emotionally sensitive moments in the customer lifecycle
Projected Results (Benchmarked)
- Up to 60% reduction in claim cycle time
- 30–40% reduction in manual processing cost
- 2–5x increase in asset retention at time of claim
- Near-zero interest miscalculations and audit flags
- Higher NPS and improved claimant experience
Conclusion: The Claims Moment is Strategic
Benekiva enables this Tier 1 carrier to modernize the claims moment in alignment with its enterprise goals—without disrupting core modernization efforts. From unlocking AI value to delivering measurable CX improvement, Benekiva transforms the claims experience from a cost center to a loyalty driver.
Are you ready to future-proof your claims process?
Let’s talk.
