Use Case: Insurance

Insurance operations depend on consistent knowledge across claims, underwriting support, customer service, and brokers. When procedures drift across systems, outcomes vary and escalation grows. Index AI finds conflicting guidance, governs fixes, and improves audit readiness with measurable impact.

• Reduce claim handling variation and rework

• Improve customer and broker guidance consistency

• Strengthen compliance with traceable approvals and change history

 

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WHY IT MATTERS

Insurance knowledge estates tend to sprawl: policy wordings, claims playbooks, broker guides, and internal process notes all evolve, often in parallel. Over time you end up with multiple “current” answers, outdated exclusions still referenced, and inconsistent steps across teams.

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index AI helps you identify where the drift is, what’s driving operational load, and where risk is concentrated. Then we put governance and measurable remediation in place so consistency improves and stays improved.

 

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WHAT WE DO

Scope

• Map knowledge across claims, underwriting support, customer service, and broker portals

• Identify owners, approval chains, and compliance-sensitive domains

Scan

• Detect contradictions, duplicates, ROT, broken links, stale attachments

• Cluster issues by product line, claim type, or process step

Solve

• Controlled remediation with approvals, audit trail, and accountability

• Track baseline-to-improvement metrics over time

Shift

• Consolidate and restructure playbooks and guidance libraries

• Migrate and redirect safely while preserving history and continuity

 

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WHAT YOU’LL GET

• A baseline knowledge health report with risk-weighted prioritisation

• Contradiction clusters tied to owners, products, and processes

• A remediation workflow that reduces rework and improves consistency

 

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FAQs

Can this support broker-facing knowledge as well as internal?
Yes. We can address internal and external knowledge sources and align them.

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Will this help reduce claim cycle time?
It can. Removing contradictory steps and outdated guidance reduces rework and escalation.

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How does this support compliance?
Approvals, audit trail, and accountability are built into the remediation workflow.

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Do you replace our policy admin or claims platforms?
No. We improve the knowledge layer across the tools you already use.

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What’s a strong pilot scope?
One product line focused on claims guidance plus the customer/broker FAQs that drive volume.