Customer Story
Leading US commercial P&C insurer scales intake to unlock enterprise throughput
reduction in processing time
Company
Profile
One of the largest commercial property and casualty insurers in the United States modernized how unstructured documents enter and move through its operations to improve capacity and efficiency. Operating across more than 50 specialized insurance businesses, the organization relied on fragmented intake processes that created backlogs, slowed operations, and limited scalability. To address these challenges, the insurer partnered with Indico Data and implemented Indico’s Intake & Orchestration Platform to standardize document intake, automate manual workflows, and deliver clean, system ready data across operating units. By transforming intake into a centralized operational capability, the insurer increased throughput, reduced backlogs, and created a scalable foundation for enterprise growth.
Problem
Fragmented intake processes created backlogs and limited operational throughput
Each operating unit managed intake independently, relying on manual review of unstructured documents arriving across multiple channels and formats. Without a standardized platform, teams spent significant time interpreting and routing work, creating bottlenecks and slowing downstream operations. As volumes increased, backlogs grew and operational efficiency declined. The insurer needed a scalable solution to standardize intake, reduce manual effort, and ensure work entered operations quickly and consistently.
Solution
Deploying a centralized intake and orchestration platform for insurance operations
The insurer selected Indico Data to serve as the intake and orchestration layer across its enterprise. Indico’s platform was configured to ingest unstructured documents, extract and validate key information, and route structured, system ready data into downstream workflows. The flexible platform enabled operating units to configure workflows while maintaining a consistent enterprise framework for intake, governance, and scale. This allowed the organization to modernize intake without disrupting existing operations.
Results
Increased intake capacity, reduced backlogs, and improved operational efficiency
With Indico in production, the insurer significantly increased document intake capacity and reduced backlogs across operating units. Processing times improved and operational teams spent less time on manual intake tasks, allowing them to focus on higher value work. By standardizing how work enters the enterprise, the insurer improved throughput, increased productivity, and established a scalable foundation to support continued growth and modernization.
