Case Study
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Insurance
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Insurance Giant Automates Heavy Admin Work in Claims, Saving Millions
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A leading general insurance company in the Asia-Pacific region, committed to providing its customers with a superior claims experience, continuously seeks ways to enhance efficiency in claims processing. With a rich history and a robust portfolio of insurance products, the company serves millions of customers, offering protection and peace of mind through its comprehensive range of insurance services.
One of their most significant challenges was managing the high volume of claims and claim-related email correspondence delivered to 60+ email inboxes. With over 100 million pages processed annually, growing at a rate of 25% year over year, the task was becoming increasingly unmanageable. Each claim email, along with its attachments, had to be individually opened, converted to a PDF, merged together, and saved into a dedicated folder for further processing. This manual process was time-consuming and prone to errors, leading to inefficiencies and delays in the claims process.
Manually processing claim intakes via email posed several risks for the insurer:
The company implemented Adlib, a document automation platform that seamlessly integrated with the company’s email watching 60+ inboxes, folder network, and OpenText repository. Adlib’s advanced capabilities automated the processing of incoming claim emails by:
"My team will receive and store roughly half a million of documents a day. We're using Adlib technology to convert millions of documents in a matter of weeks as opposed to months." - Manager, Customer Communications Platform Inbound & Storage
The implementation of Adlib brought about quantifiable benefits for the company:
"We've been using Adlib for 12 years. I always said that Adlib is my favorite vendor to deal with out of all my vendors." - Manager, Customer Communications Platform Inbound & Storage
Thousands of the world’s largest companies trust Adlib to automate their end-to-end processes when precision, quality, scale, and speed are essential.
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Our engineering teams are constantly creating new schematics and blueprints within AutoCAD or MicroStation which need to be managed and archived. These CAD files would have far too many layers if they were not rendered so they need to be processed through Adlib first. Adlib delivers excellently converted AutoCAD renditions, which is highly important to us. These can be complex images so accurately transferring the detail is critical.
I do view Adlib as being a stronger solution than others.
Adlib is likely the best option on the market today. Adlib does a great job processing huge volumes with strong quality. Adlib is constantly online and processing files nightly 24/7. Our organization can’t really function without Adlib being operational, it is heavily embedded in the work we do.
Many people drop documents in a folder which is monitored by Adlib. Anything that is placed in our vault must first go through Adlib, so they eventually get their hands on basically any document we receive or create.
All the documents we are rendering are signed certificates ensuring that ships have been appropriately inspected. Our documents are relatively large and contain charts, graphs, and drawings. We want these rendered correctly and concisely so each certificate is accurate and professional looking. Adlib helps to add our logos, a watermark, and make the entire certificate look that much more professional. The fact that the renderings are really clean and well-formatted is a key benefit of Adlib.
When we made the decision to change rendering solutions back in 2016, we looked towards 3 separate vendors. Overall, Adlib seemed more mature as a software option.
We process all digital insurance claims through Adlib. The documents for claims can be quite robust, and commonly need to be files from many parties like police reports, fire and safety documents, and images.
I like that Adlib has designed a fairly niche product within the PDF rendering space. It is very good at what it does while remaining accurate and fast.
We initially looked at OpenText, but it didn’t meet our upfront requirements. I would happily give Adlib a positive referral. They deserve a 10 out of 10, as I view them as the strongest option available.
Adlib is integrated with Enovia, our active quality management tool. Every file type is rendered through Adlib as all materials are required to be stored as PDFs. The files we are processing can be a mixture of different things such as product specifications, ingredients, formulas, raw materials used in products, or specifics of packaging.
The majority of the documents we are rendering through Adlib are preclinical study reports, new drug developments, and general clinical documents. Due to how heavily regulated life sciences is, 100% of our documents are required to be transferred to and stored as a PDF. Working with the likes of Adlib keeps us complaint.
Adlib is fully embedded within M-Files. They have paired very well with each other which has kept us happy. When we were selecting Adlib, a key reason we did so was due to Adlib telling us how easily their software partners with other systems.